Mortgage payment problems 

Helpful information and how we can help.

 

If you think you may have problems paying your mortgage, please contact us at the earliest opportunity so we can help you prevent mortgage payment arrears.

Guidance is available in the sections below, however you can also contact our dedicated mortgage payment support team by emailing, telephoning 01635 555588 or requesting a call back.

Other help is also out there and we encourage you to seek assistance through the Money Helper and other free debt services.

The effects of the pandemic and the rising cost of living are affecting many of us.

The Money and Pensions Service (MaPS) are working with financial service providers to reach people before their finances get into a crisis. Their focus is on people who have not yet missed payments on their bills or credit commitments, but who are at serious risk of doing so. 

They have launched new find your way forward guidance on their MoneyHelper website to help people manage their money in uncertain times. These resources and tools are aimed at people who: 

For people who are already missing payments on their bills or credit commitments, then free debt advice services are available via the MoneyHelper locator tool.  Don’t forget the sooner you seek help, the more likely you will be able to get the advice you need to get back on track.

We will contact you 3-4 weeks before the end of your first mortgage payment deferral to advise you what will happen when it comes to an end and how the amount deferred is due to be repaid.

Unless you contact us to the contrary, at the end of your payment deferral period we will “capitalise” (add to your mortgage balance) the amount deferred including interest and recalculate your monthly mortgage repayment over the remaining term of the mortgage. 

We will provide you with information showing you the impact of capitalising the deferred amount on your monthly repayments and general information relating to the impact on the overall cost of your mortgage over the remaining term. 

If, having read the information provided, you wish to proceed with capitalising the amount deferred, you do not need to contact us. If you would prefer an alternative solution, we will ask you to complete our “End of Mortgage Payment Deferral – next steps” form, which is available to the right handside. When we receive it, we will contact you to discuss your situation to understand the likely longer-term position and to ensure that what you have requested is suitable.

If you had mortgage arrears or a concession in place (e.g. paying interest only) prior to your payment deferral, we will telephone you to discuss your circumstances to ensure we consider repayment of any arrears outstanding or other factors that may be affecting your ability to pay your mortgage.

We will contact you by telephone at least 3-4 weeks before the end of your second mortgage payment deferral to discuss your current circumstances and to understand whether you will be in a position to resume your mortgage payments. 

If you are able to resume your mortgage payments, we will send you details of the impact of “capitalising” the deferred amount (adding to your mortgage balance and repaying over your remaining mortgage term) on your monthly payment and information about alternative ways to repay if you do not want to do this.

If you know you will be unable to resume your mortgage payments, we will ask you to complete and income and expenditure assessment, so that we can understand how best to help you. We will also refer you to one of our payment support team so they can discuss the solutions available to you.

If we are unable to reach you by telephone, we will send you a letter detailing the impact of capitalising the deferred amount and the other options to repay. Included in this letter will be contact details, so that if you need additional assistance because you will have short or long term payment difficulties, you can call to discuss them with us.

Unless you contact us to the contrary, at the end of your payment deferral period we will “capitalise” (add to your mortgage balance) the amount deferred including interest and recalculate your monthly mortgage repayment over the remaining term of the mortgage. 

If you had mortgage arrears or a concession in place (e.g. paying interest only) prior to your payment deferral, we will telephone you to discuss your circumstances to ensure we consider your longer-term position.
 

We will contact you as soon as we notice you may be struggling with your mortgage payments, if you have not contacted us first. To help you with your mortgage payments, we may be able to:

  • Change the date you pay, or your payment method
  • Arrange a payment plan – this could be suspending payments or underpaying for a brief period of time, or arranging for overpayments in the future
  • Allow a payment holiday, if you have made previous overpayments
  • Extend the mortgage term

The action we take will be based on your individual circumstances, and some of the options may not be suitable for you. If this happens, we will explain why we did not offer you a certain option.

So that we treat you fairly, we will ensure that we will:

  • Talk to a debt-advice agency, if you want us to, about your payment arrangements if you have sought their advice
  • Give you reasonable time to pay back the debt
  • Use a solution that is tailored for your situation and best for all those involved
  • Maintain a regular conversation with you and keep you up to date on your account
  • Give you time to consider your options and any arrangements we offer
  • Only start proceedings to repossess your home if we have exhausted all other options

As part of any arrangement we make, we need a little more information from you. This will allow us to get a better understanding of your financial situation and ensure that what we can offer you is affordable.

We want this to be simple for you, so we’ve teamed up with consents.online. They provide a safe and secure way to share your information online using Open Banking technology. It’s as easy as logging into your online banking. 

Click here to share your information using consents.online. If you want to know more or have any questions, please visit our FAQ section or contact us.

We may ask you to provide further details or supporting documents after we have received your information. 

Please contact the Mortgage Payment Support Team on 01635 555 588 if you are not able to provide your information using the link above, as we can look at alternative ways in which we can support you.
 

 

By being proactive, open, and honest with us about your situation, we can offer an arrangement better suited for your needs. You can also help by:

  • Telling us as soon as you know you will have difficulty paying
  • Making any payment you reasonably can, even if it less than your monthly mortgage payment
  • Seeking debt advice to help organise your finances
  • Replying quickly to our attempts to contact you
  • Keeping anyone else involved with your mortgage up to date about your situation
  • Finding out whether you are eligible for any state benefits or tax credits that could boost your income
  • Informing us of your new contact details, including if you’ve moved address
  • Asking your other creditors for a payment arrangement if you’re struggling to pay them as well

By taking the first step and contacting us we can start helping you today.

FURTHER INFORMATION

Visit our further information page where you will find help and guidance on the following topics:

  • What to expect – What happens when we get in contact and the steps we take to help you
  • Your credit rating – How underpayments and missed payments can affect your credit rating
  • Leaseholder and shared owner charges – Information on problems paying charges in relation to leasehold and shared ownership properties
  • Debt advice – Contact details for debt advice agencies and further information on helping paying your mortgage
  • Repossession & legal action – What happens if we do start legal proceedings?
  • Other things to consider 
  • Complaints 

Please remember it is always better to contact us as soon as you realise you may be having trouble paying your mortgage. We are here to help and want to arrange with you a plan of action to help you stay on track with your mortgage.

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We have pledged to support our mortgage customers who are accepted into the Government's Homes for Ukraine scheme.

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