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Payment Difficulties

Money worries

We understand how quickly circumstances can change and at times it can be difficult to keep up with your mortgage payments.

If you’re worried about your ability to pay or have fallen behind with your monthly payments, it’s important you talk to us, so we can understand how we can support you.

We promise to listen and consider your personal circumstances before explaining what options are available to you. We are committed to working with you to find a solution that meets your needs.

In the section below we explain how we will support you when you call and share some independent resources for you to look at, before or after you get in touch.

When you call us

The sooner you get in touch, the quicker we can help you. If you’ve fallen behind with your monthly payments, or you’re worried about being able to make a payment in the future, our team is here to help.

We will talk through your current circumstances, so we can understand the best way to support you.

During the conversation we will:

  • Ask you some questions about your current circumstances. For example, why you are struggling to pay your mortgage? If you’ve experienced a large unexpected expense or had a loss in earnings? We have a range of support options available, so it’s important we understand your circumstances to find you the right support.
  • Want to understand your income and spending. Before the call, try to find your most recent bank statements, payslips and note down your big monthly expenses. We want to make sure that any support we offer is affordable to you and you can manage the payments alongside your other commitments.
  • Talk to you about the different types of support we could offer you. Once we understand your personal circumstances, we can discuss what options may be available to you; for example we may be able to offer you a temporary suspension of payments, temporarily change your repayment method to interest only, agree a bespoke payment plan or look at another support option that meets your needs.
  • Ask you if you have contacted any of the independent money advice organisations. There is a range of independent organisations offering free impartial support and guidance on how to manage your debt(s); they may be able to help you, and if you want extra support, some will liaise with your creditors or the servicer of your mortgage, including us, for you.
  • Update your contact details. We are keen to keep in regular contact so we can be sure that any support we have agreed, continues to be suitable for you; up-to-date telephone numbers help us keep in touch.

We can't offer advice or help with any credit commitments or outstanding debts you may have with other organisations, visit our independent support and advice page for support

Take control of your situation

Debt can often seem overwhelming. It’s vital you take action as soon as you know you are struggling to maintain your payments.

  • Speak to everyone involved in paying the mortgage and any mortgage guarantors; it’s important that everyone understands what is happening
  • Write down the household income and spending, splitting all outgoing costs into essential and non-essential items; can you make any quick changes that could save you money?
  • Get free independent financial advice; don’t struggle alone when you can speak to someone who wants to help you. Advice is available online, over the phone or face to face
  • Check whether you’re eligible for any benefits and claim what you’re entitled to
  • Call any insurance providers to understand what help is covered by your policy
  • And most importantly; talk to us, we want to help you

Prioritise your debts

Think about your finances as a whole; do you have several debts you are trying to manage, does it feel unmanageable? It’s important you prioritise your debts in order of the consequences of non-payment.

Priority debts are those that have the most serious consequences if you continuously miss payment; they aren’t always the largest debts or those with the highest interest rate, but could lead to imprisonment, the loss of essential services for living or your home.

These could include, in no particular order:

  • Mortgage payments and any loans secured against your home
  • Rent and council tax
  • Child support and maintenance payments
  • Gas and electricity bills
  • TV licence payments
  • Certain payments ordered by the courts

Non-priority debts are those where the outcome of failing to pay is often less serious. For example you cannot be imprisoned and you won’t lose your home, but your creditor may eventually take you to court.

These could include, in no particular order:

  • Personal loans
  • Overdrafts
  • Credit cards, store cards or payday loans
  • Any unsecured loans
  • Money borrowed from family or friends

If trying to make sense of your financial situation feels overwhelming or you need more support, speak to someone. You are not alone; a debt adviser at an organisation that offers free independent financial advice speaks to people in similar situations every day.

To understand more about the potential consequences of not taking action quickly, please visit our 'Understanding Repossession' page.

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