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Mortgage guides

I'm having trouble
paying my mortgage

We're here to help

We understand that worrying about paying your mortgage can be stressful. Whether you’ve already missed a payment or think you won't be able to make any future payments, we're on hand to provide the right level of support.

I've already missed one or more mortgage payments

We understand that during times like these it can feel easier to avoid a conversation and hope the situation improves, but it's really important that you get in touch with us so we can help.

I know I'm going to miss a mortgage payment soon

It's really important to get in touch. Our dedicated colleagues will talk you through your current finances and the options available to you. In the section below you can find out more about what we'll need to know when you contact us.

I'm worried I might miss a mortgage payment in the future

We've got lots of tools and tips to help you take control of your finances. Our Managing your money guide is a great place to start.

Coronavirus: mortgage payment holiday

If your income has been impacted by Coronavirus and you know you are not going to be able to make your monthly mortgage payments, you can request 3 month payment holiday.
 

Apply through the mobile app

If you have other accounts with us, you can get access to our mobile app and contact us via the ‘Message us’ facility. This is the quickest way for you to contact us at this time.

Once you're in the app, simply tap 'Help' at the bottom of the screen followed by 'Message us' and quote 'coronavirus mortgage' in your message.
 

Complete our form

If you only have a mortgage, and no other products with us you can complete our online form. Please visit the Manage my mortgage page for more details.  

What will happen if I can't pay my mortgage?

If you've already missed one or more payments, or you think you'll struggle to make any future payments, don't panic. We're here to help.
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I've already missed one or more payments

We understand during times like these it can feel easier to avoid a conversation and hope the situation improves, but it's really important that you talk to us so we can help.
icon-support-network-premier-berry Created with Sketch.

I'm going to miss a mortgage payment soon

It's really important to contact us. Our dedicated colleagues will talk you through your current finances and the options available to you.
icon-money-£-white Created with Sketch.

I might miss a mortgage payment in the future

We've got lots of tools and tips to help you take control of your finances. Our Managing your money guide is a great place to start.

Common questions and how we can help

Ways to get in touch

We are experiencing extremely high volumes of calls as our customers and colleagues adapt to the impacts of coronavirus. You can also contact us via the mobile app, which has a 24/7 chat and messaging service. See details below.

In the mobile app

If you have access to our Mobile App, please use the ‘Message us’ facility. This is the quickest way for you to contact us at this time.

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On the phone

If you only have a mortgage account with us or cannot register for the mobile app, you can reach us on 0800 161 5909 or 0345 303 0191 (best for mobiles with inclusive minutes).

Lines are open:
8am - 8pm (Mon – Fri)
9am - 5pm (Sat) 

Help to manage your money

We're here to help you get back on track with your day to day finances too, with tips and advice on managing your money to help you reduce your spending.

What independent support is available?

If you are struggling with your finances, you may want to consider contacting a free debt advice organisation.

There are a number of organisations who can help. Royal Bank work in partnership with PayPlan (a third party company), who offer free  and confidential money advice, helping you take control of your finances.

If you find yourself worrying about debt, PayPlan offer advice by phone, email and live chat, making it quick and easy to access the advice you need.

Other independent organisations who can help

Citizens Advice
Free advice on debt, benefits, housing, legal matters, employment and general consumer advice.

Money Advice Service
Free advice on debt, divorce/separation, setting up a new home, care & disability.

Stepchange Debt Charity
Free advice on bankruptcy, charging orders, employment, benefits, money management and mortgage/repossession support.

 

Shelter
Free advice on housing, debt, benefits, eviction & homelessness.

National Debt Line
Free and confidential advice on debt.

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