I'm having trouble

paying my mortgage

When you call, a member of our friendly, experienced team will talk through your income and expenditure. It's important for us to get a clear picture of your financial situation, so it’ll be helpful to have the following information to hand - you should be able to find it all on your mortgage paperwork, bank statements or in digital banking.

Your Mortgage Account Number 

Your monthly income (including any benefits, overtime or bonuses you’ve received)

Your monthly household spending (including all of your bills and expenses)

The number of organisations you owe money to and the amount you owe

Details of any other outgoings

Don't worry, any sensitive information you give us (for example, medical conditions) will be treated completely confidentially and we’ll never use this information in future applications you make.

Once you've taken that first step, our dedicated colleagues will be on hand to help you get your finances back on track. We also have a specialised team who can offer extra support on an ongoing basis if you need it.

There are lots of different options available to help you, which might include changing your payment date, paying your arrears over a period of time that suits your budget, a lower payment for a set amount of time or a period with no payments to give you time to get on top of your situation.

Our team will be able to find out which options are available to you depending on your personal circumstances and the terms and conditions of your mortgage with us.

It’s really important to talk to us as soon as you’re aware of any potential problems so we can help you as quickly as possible. If you don't get in touch with us and you miss a payment, we’ll try to contact you to discuss your situation.

If we can’t get in touch, and as a last resort, we may have to take legal action to repossess your property but this will only happen if we can’t work together to solve the problem, so it is always best maintain contact with us and pay as much as you can.

We do offer interest-only mortgages, but if you’re facing financial difficulties this could mean you’re 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 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 by logging into Manage my Mortgage.

You'll automatically be registered for the service and all you'll need to log in is your mortgage account number, surname, date of birth and the postcode of the mortgaged property. Once you're logged in, select 'My payments and services' from the main menu and then 'Change payment date'.

This service is available 7 days a week, apart from 5am to 7am each day, when it's unavailable for regular maintenance.

If you miss a payment on your mortgage, it may be reported to the credit reference agencies and that could impact your ability to obtain credit in the future.

If you’re in a mortgage arrears repayment plan, this will be evidence on your credit file. For more information, you can contact one of the credit reference agencies who can provide you with a copy of your credit file.

Once you’ve got in touch with us to let us know of any problems, it’s important to make sure you keep any other people paying or guaranteeing the mortgage up to date with what’s happening.

It’s also a good idea to check whether you can get any state benefits or tax credits and if you have an insurance policy, check whether it will help you with your payments. You might also find it useful to contact a free debt advice organisation.