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.
Get in touch
We're here for you
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.
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Useful tools from the Money Advice Service
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.
Frequently Asked Questions
What other people are asking us
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 0845 303 0191 (minicom 0845 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. If you do not make payments, we may have to go to court to get back any money you owe us or to repossess your property.
- 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?
Unfortunately no, at this time Interest Only mortgages are not an option we offer.
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 do not manage to get in touch with you or we are unable to agree a plan, we may go to court to start proceedings to repossess your home.
- We will keep trying to solve the problem with you, by talking to you about your ability to repay your arrears, or assisting you with the sale of your property.
- We may charge you for administrative and legal costs. We will tell you the amount you will have to pay.
- Missing a payment on your mortgage could affect your ability to get credit in the future.
- Your bank account may be affected and your cards could be stopped.
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 are dependent of your personal circumstances. Please call our friendly team on 0845 303 0191 (minicom 0845 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. However it is unlikely that a payment holiday is something we will be able to offer you.
Which of my debts should I pay first?
Your mortgage is a priority debt along with your tax, council tax and utility bills, therefore you should keep this in mind when prioritising your bills.
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.
What happens if my house is repossessed?
- Repossessing a house is a last resort and will only happen if we cannot solve the problem with you.
- We will keep trying to solve the problem with you, by talking to you about your ability to repay your arrears.
- If we repossess your home we will sell it for the best price we can reasonably get.
- We will give you reasonable time to take your possessions from your home.
- We will use the money raised from selling your home to pay your mortgage first, then any other loans or charges secured on the property.
- If there is any money left over we will pay it to you. If selling your home does not raise enough money to pay off the whole mortgage you will still owe us the amount that is left.
- We will tell you what this amount is and contact you to arrange for you to pay back what you still owe. If you bought your home with other people each of you is responsible for all of the money borrowed, even if you normally only pay part of the mortgage. We will take account of your income and outgoings when we arrange a payment plan with you. But if we cannot arrange a suitable plan, we may go to court to get our money back. You might have to pay the court costs.
- Not being able to pay off your mortgage could affect your ability to get credit in the future.
Can I change my Direct Debit Payment Date?
If the timing of your direct debit is making it difficult to make your mortgage payment when it is due, we may be able to change the date. Please call one of our team on 0845 303 0191 (minicom 0845 366 6104).
Will a mortgage arrears repayment plan be reported 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: 0845 366 0071