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If you're in financial difficulty, it's important that you tell us as soon as possible. The sooner you get in touch, the more options you're likely to have.
Our friendly specialists are here to try to find the best solution for you. We'll work together to make a plan that helps your mortgage feel more affordable.
It might be helpful for you to complete a budget planner before making any decisions. This will enable you to understand your incomings, outgoings and current spending habits.
Your first step is to choose from one of these three options.
You may be able to switch your mortgage product.
Some things to bear in mind
If you’re worried about making your mortgage payments, we’re here to support you. That’s why we’ve committed to the Mortgage Charter. This charter makes sure people who might be struggling get the right information on their options, and empower you to plan ahead.
The first step is to complete a budget planner online or over the phone with one of our specialists. The budget planner gives us an insight into which options we can suggest.
We're using Paylink, an affordability tool which builds an accurate picture of your income & expenditure. You’ll need to create an account with Paylink using your existing mortgage account number and a new password to do this.
This will take you to the Paylink website. Paylink Solutions Limited is authorised and regulated by the Financial Conduct Authority.
To complete the budget planner, you’ll need:
Details of your income
What you spend your money on
This should take about 20 minutes to complete.
Once you’ve completed the budget planner online, one of our specialists will call you to talk through how we can help. We’ll usually call you within five days. Alternatively, you can call us as soon as you've submitted the budget planner if you'd prefer to.
Call us and we’ll work together to explore your options over the phone with one of our specialists.
Our lines are open Monday to Thursday (8am to 7pm), Friday (8am to 5pm) and Saturday (9am to 12.30pm). We're closed on bank holidays.
Your property could be repossessed if you don't keep up your mortgage repayments.
This will depend on your circumstances, your budget and how long you think you might need help with your payments for.
We have a range of options and we’ll tailor a plan that best suits your needs, which might include a mix of these options. We’ll then give you time to think about what you’d like to do, and you can ask us about anything you’re not sure of in the meantime.
If your circumstances are going to improve in the next few months, we have some options that could help.
If you think you’ll struggle with your payments for more than a few months, we have some other options that could be available.
If you’re struggling with your mortgage, you could also benefit from independent advice. On this page, we’ve included sources of free and impartial help and support.
A debt advisor can:
We’ll ask you about your circumstances and do our best to help you. Don't worry, speaking to us won't affect your credit file in any way.
If anything else is making it difficult to manage your finances, like an illness, we’d also really like you to let us know. That way, we can provide the best support for you. Anything you tell us will be kept confidential and will only be recorded on your account if you’re happy for us to do this.
We’re here to support you and your needs. We have a range of tools to make your experience with us easier. You can read more about this on our Accessibility and Support page if you’d like.
If you miss a payment, your mortgage will be in arrears. This will show on your credit file and may affect your ability to get credit in future. Interest will be charged on any arrears. Missing payments might also mean that you get fees and charges on your mortgage.
If you’ve missed a payment, or you think that you might, it’s important that you get in touch as soon as possible. Together, we'll discuss how we could support you.
Where possible, please don’t cancel your Direct Debit before you’ve spoken to us. However, if you have a payment due before you’ll get chance to speak to us, and you’re certain you won’t be able to make it, cancelling your payment might be necessary. If you do cancel your Direct Debit, it’s important that you contact us as soon as possible, as missed payments will affect your credit file and you might get charges on your mortgage.
You can call us on 0800 072 9739 to discuss your options. We can also change the date that you make your payment if that will help.
We treat repossession as a last resort. If you’ve missed payments, the most important thing you need to do is call us. we’ll try to work with you as much as possible to find a solution before we consider repossession.
As we’re signed up to the Mortgage Charter (opens in a new window), if you have missed payments, in most circumstances you’ll be able to stay in your home for at least a year after your first missed payment.
If you can now make your mortgage payment, we can help you get your mortgage back on track. We may be able to agree an arrangement where you overpay each month until your account is brought back up to date, if you’re able to do so.
If you can make your normal payments but you’re not able to start repaying your arrears just yet, you can delay repaying them for a time. We may be able to spread payment of the arrears over the rest of your mortgage term. This means you'll no longer be in arrears, but your payments will go up, and you'll pay more interest in the long run. We call this ‘Capitalisation’. If you’d like to discuss these options, and the other ways that we can help, please get in touch.
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