What if I'm having trouble paying my mortgage?
We understand worrying about paying your mortgage either now or in the future can cause a great deal of stress, but it’s important to talk to us now, so please do get in touch.
Our friendly team based in the UK, help thousands of customers every year, and are on hand to help you.
We’ll listen to you and walk you through the options available to help. You don’t have to have missed a payment to benefit from discussing your worries.
Before you call
It makes your call to us far more effective if you have to hand some important information.
- Your Mortgage Account Number (it's on your annual statement or any mortgage paperwork we have sent you)
- Details of all of your income, including any Benefits you receive
- Details of all of your bills
- Details of all of your other outgoings
You should be able to find most of this information on your bank statements or by reviewing your online banking account. You can also use the Money Advice Service Budget Planner to help you get these things together.
What to expect when you call
When you call us 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.
Call now on:
Find out how to plan your budget.
Use the quick and easy debt health check to find out if you need to take action to reduce your debts.
Use the cut back calculator to find out how you can make savings on things that you buy regularly.
See your money priorities, and get a plan that helps you meet your money goals with the Money Health Check.
I’m having trouble paying my mortgage what should I do?
- Tell us as soon as possible, as the sooner you call us the quicker we can help.
- Please call one of our friendly team on 0345 300 9635 (minicom 0345 366 6104).
- If we get in touch with you and leave a message, please call us back quickly.
- Make sure you keep any other people paying the mortgage, and anyone guaranteeing the mortgage, up to date with what is happening
- Check whether you can get any state benefits or tax credits.
- If you have an insurance policy, check whether it will help you with your payments.
- Tell us if you move house.
- Let us know as soon as possible if your circumstances change.
- Consider seeking free confidential debt advice. There is lots of free confidential help and advice available to you. The Money Advice Service have produced a guide on where to go to get free debt advice
Will missing a payment affect my credit file?
If you miss a payment on your mortgage, it may be reported to the credit reference agencies, and may impact your ability to obtain credit in the future.
I've had a big unexpected bill, what can I do?
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.
The Money Advice Service provides impartial independent advice and information on how to manage your money better; they have produced a guide on how to cope if you are having difficulty paying your mortgage.
Will I be able to switch to an interest only mortgage?
We do offer interest-only mortgages, but if you are facing financial difficulties this may mean you are unlikely to be eligible for this type of mortgage. We may be able to consider a reduced repayment arrangement if you experience an unexpected lifestyle change beyond your control which impacts your ability to make repayments, such as unemployment or serious illness. If this is something you would like to discuss, please call a member of our team today
What will happen if I don't get in touch with you when I can't pay?
- 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 can’t 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 can’t solve the problem with you, so it is important you get in touch with us as soon as possible so we can help.
- Missing a payment on your mortgage could affect your ability to get credit in the future.
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.
What will happen when I call you?
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 call our friendly team on 0345 300 9635 (minicom 0345 366 6104) 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.
Which of my debts should I pay first?
The consequences of not paying some debts can be more serious than others. You should consider this when prioritising your debts and making arrangements for payment. Your mortgage is a priority debt along with council tax and utility bills, which means there could be more serious consequences if you do not pay these debts
The Money Advice Service provides impartial independent advice and information on how to manage your money better; they have produced a guide on how to deal with debts.
Where can I go for free Debt Advice?
There is lots of free confidential help and advice available to you.
The Money Advice Service has produced a guide on where to go to get free debt advice.
Can any Government Schemes help me?
There may be a Government scheme in your area which could help. To find out more, please visit the dedicated Money Advice Service page.
Can I change my Direct Debit Payment Date?If your monthly salary payment date has changed, or you just want to align all your direct debits to come out on the same date, you can change the date your mortgage direct debit comes out.
If your mortgage was taken out after October 2004, you can manage your mortgage online. You will need your mortgage account number, your surname, date of birth and the mortgaged property's postcode. You will automatically be registered to manage your mortgage. Once you are signed in you will need to scroll down to 'Further options' and select 'change a payment date'.
This service is available from 7am to Midnight. The information is updated overnight, so may not include any changes to your mortgage balance today.
If your mortgage was taken out before October 2004, please call us to change your payment date.
We need 5 working days notice to change your Direct Debit payment date. Please make sure you have the money available in your account to cover your direct debit.
Struggling to meet your repayments?
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.
Call us or visit our webpage for more information and helpful tools and guides, if you're worried about paying your mortgage.
Call 0345 7212 600
Minicom number 0800 056 6587
Excluding public holidays.
Calls may be recorded.
How can I change my Direct Debit payment date?
If you want to change the account that your mortgage Direct Debit comes from we can make the change within 5 working days.
If you took your mortgage out with us after October 2004 you can request the change online by signing into manage your mortgage. To manage your mortgage online you only need your mortgage account number, your surname, date of birth and the mortgaged property's postcode. You will automatically be registered to manage your mortgage. Once you are signed in you will need to scroll down to 'Further options' and select 'Change payment account'. This service is available from 7am to 12am Midnight. The information shown is updated overnight, so may not include any changes to your mortgage balance today.
If you have taken your mortgage out with us before October 2004, please call us to change your mortgage payment account details on the number below.
Call 0345 30 20 190
Minicom number 0800 027 1396
Excluding public holidays.
Calls may be recorded.
If I'm in a repayment plan for my mortgage arrears how will this be shown on my credit file?
Your credit file will evidence the fact that you are in an arrangement. If you would like more information on this, please contact the credit reference agencies who can provide you with a copy of your credit file.
Equifax: 0844 335 0550
Experian: 0844 481 0800
Call Credit: 0330 024 7574
We are a member of the Financial Services Compensation Scheme (FSCS). The Scheme can pay compensation to customers if they are eligible and the Bank is unable to pay claims against it. Compensation limits for Mortgage advice and arranging (for business conducted on or after 31 October 2004) - maximum £50,000 i.e. 100% of first £50,000 per person