Mortgage support

If you think you might miss a mortgage payment, or already have, talk to us as soon as you can.

Things to consider

• Consider seeking free confidential debt advice (PDF, 29 KB)
• Advise other people paying the mortgage or anyone guaranteeing the mortgage about what is happening
• Check whether you can are eligible for any state benefits
• If you have an insurance policy, check whether it will help you with your mortgage payments
• Let us know if your circumstances change

If we call and leave a message, please call us back as soon as possible.

If you are worried about making your mortgage payment due to an unexpected bill, please call our friendly team who are trained to listen to your circumstances and walk you through the options available to you.

Consider seeking free, confidential debt advice on how to manage your money better.

Download our financial difficulty leaflet (PDF, 815 KB)

When you call our friendly team we will take the time to understand your situation. We will talk through your income (including any Benefits you receive) and your expenditure (including all of your bills and outgoings). We will then talk to you about the options available to help you.

What options / arrangements will be available to me?

There are a range of different options which may be available to help you. These depend on your personal circumstances. Please speak with us to find out how we can help you.

Will I be able to take a payment holiday?

This will depend on the terms and conditions of your mortgage with us. Please get in touch with us if this is an option you would like to discuss.

Will my house be repossessed?

Repossessing a house is a last resort and will only happen if we cannot solve the problem by coming to an agreement with you. It is important that you maintain contact with us and pay as much as you can.

Download our financial difficulty leaflet (PDF, 815 KB)

It is important you call us as soon as you are aware of any issues. If you don’t get in touch with us, and you miss a payment, we will try to contact you as soon as possible to discuss your problem.

If we cannot get in touch with you to discuss a solution, as a last resort we may have to take legal action to repossess your property. This will only happen if we cannot solve the problem with you, so it is important you get in touch with us as soon as possible so we can help.

If you miss a payment on your mortgage, it will be reported to the credit reference agencies, and may impact your ability to obtain credit in the future.

Download our financial difficulty leaflet (PDF, 815 KB)

If your monthly salary payment date has changed, or you just want to align all your payments to come out on the same date, please ask us and we will change the date your mortgage payment comes out.

We need 5 working days notice to change your payment date. Please make sure you have the money available in your account to cover your Mortgage Payment.

If you want to change your payment date because you are having trouble paying your mortgage, it’s really important you get in touch with us as soon as possible. The sooner you call us the quicker we can help.

Download our financial difficulty leaflet (PDF, 815 KB)

• If you are looking for cost of living support to prevent you from missing future mortgage payments, your credit score will not be affected by any of the options available and you won’t need an affordability check.
• If you have already missed a payment(s) and are looking for temporary relief or a change to you mortgage structure, we may need to inform Credit Reference Agencies, and this may impact your credit rating/score. The extent of the impact to your credit rating/score will depend on your overall financial profile. If this is the case, we will inform you during your application.