TROUBLE PAYING YOUR MORTGAGE

If you are worried about paying your mortgage, we can help.

I'm struggling to pay my mortgage

It's worrying to feel you can't keep up with your payments. We want to help you get back in control of your finances.

You can talk to us

You can call us and speak openly about your financial situation. We won’t judge and it won't impact your credit score.


You can download and fill in our income and spending form before you call. Having your financial details ready can help us support you better.

We're committed to helping you

If you can’t pay your mortgage you may feel you are at risk of losing your home.

No home will be repossessed without consent within 12 months from the first missed payment.

Contact us

If you're worried about your mortgage payments, call us

Residential accounts

Monday to Friday 9am - 6pm

Saturday 9am - 1pm:

BTL accounts

Monday to Friday 9am - 6pm

Saturday 9am - 1pm:

If you'd like to speak to us, we will:

take time to understand your situation.
discuss your finances and ask you about your income and spending.
talk through your concerns and discuss possible solutions.

Message us

If you would rather get in touch by secure message, log in to your account and select Messaging from the top of the page.

Ways we can help

We might be able to help by:

arranging an affordable payment plan to reduce what you owe over time
agreeing to let you make lower payments for a short time. This might increase what you owe over time
switching your mortgage payments to interest only for up to 6 months
moving your monthly payment date or extending your mortgage term
finding a fixed interest rate lower than the rate you are paying
consolidating multiple mortgage parts into your main mortgage balance.

What you can do now

Keeping people up to date

Tell us if anything changes - Including if you move to a new address.
Update other mortgage holders - Make sure any joint holders or guarantors know what's happening.

Helping your situation

Budget - Make a list of what you earn, owe, and spend. You can download and list your income and spending using our form to help with this.
Get independent advice - There are charities who can help like Citizens Advice and the National Debtline. They’ll help you find ways to manage your money and your mortgage payments.
Check if you’re entitled to help - Visit gov.uk to see what help is available. If you have Mortgage Payment Insurance (MPI), you may be able to claim on it to get help.
Prioritise your mortgage payments - Your mortgage is secured on your home. It may be possible to pause unsecured loans.

Your home may be repossessed if you do not keep up repayments on your mortgage.

No home will be repossessed without consent, within 12 months from the first missed payment.

What to avoid

Ignoring the problem – the sooner you seek help, the more options you’ll have.
Stopping payments without agreement – always speak to us first.
Taking out another loan, selling or leasing your home without impartial advice - be careful these options might not be good for you in the long run. We recommend reading the impartial advice on offer through organisations who can help with mortgage or debt advice.

Other ways we can help

Mortgage Charter

We have signed up to the Mortgage Charter and we're committed to supporting people with mortgages.

Help with the cost of living

We work with several charities and organisations who offer free, independent advice.

Bereavement

If you have had a bereavement, we make sure you have the support you need to manage their finances.

Organisations that can help with mortgage and debt advice

Citizens advice logo

Citizens Advice

Citizens Advice is a UK charity offering free, confidential advice to people with legal, financial, and other problems, We have advisers based in many of our branches. You can find branch locations and phone numbers or visit their website.
National debtline logo

National Debtline

National Debtline is a free, debt advice charity offering confidential and independent support.
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Business Debtline

We know money worries related to your business can impact on all areas of your life. We’re here to help you find solutions to your debt.
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MoneyHelper

If you’re having trouble paying your mortgage, or other money problems, they have resources to help.

 

Good to know

Admin and legal costs

If you are behind on payments, we might charge you for any admin or legal costs we have to cover.


We will let you know about any charges, and they'll be added to your mortgage account. You can find the details of these charges in our tariff of mortgage charges.

Making a complaint

We want to give you our best service. But if things don't turn out as well as we would hope, please tell us.


Our complaints procedure explains the different ways you can make a complaint and what happens next.