Trouble Paying Your Mortgage? | Help & Support

What's on this page?

What to do if you're struggling

Call us

Message us

Things to be aware of

Other ways we can help

Other helpful organisations

What to do if you're struggling

If you can’t pay your mortgage you may feel you are at risk of losing your home. No home will be repossessed without consent within 12 months from the first missed payment.

How can we help?

We might be able to help by:

Arranging an affordable payment plan to reduce what you owe over time.

Agreeing to let you make lower payments for a short time. This might raise your debt over time.

Switching your mortgage payments to interest only for a set time.

Moving your monthly payment date or extending your mortgage term.

Finding a fixed interest rate lower than the rate you are paying.

Consolidating multiple mortgage parts into your main mortgage balance.

What can I do if I’m struggling to pay my mortgage?

Talk to us - Tell us if you're having trouble paying your mortgage or think you will soon. The conversation won’t have any impact on your credit score.

Get independent advice - There are charities who can help like Citizens Advice and the National Debtline. They’ll help you find ways to pay what you owe.

Update other mortgage holders - Make sure any joint holders or guarantors know what's happening.

Budget - Make a list of what you earn, owe, and spend. You can download our Household Income and Expenditure table to help with this.

Tell us if anything changes - Including if you move to a new address.

Check what you’re entitled to - Visit gov.uk to see what help is available. If you have Mortgage Payment Insurance (MPI), you may be able to claim on it to get help.

Message us

If you would rather contact us via secure message, you can log into your account and get in touch. All the same protections we offer over the phone are in place via our messaging platform.

What will we do

If you miss a mortgage payment, it might affect your credit rating. A low credit rating could impact your financial options in the future. This means it’s important to speak with us as soon as possible. When you contact us, we will:

Take time to understand your situation.
Discuss your finances and ask you about your income and expenses.
Talk through your concerns and discuss possible solutions.

During the call we might talk you through a household income and expenditure table to get a better understanding of your finances.

Household income and expenditure

Things to be aware of

Admin and legal costs

If you are behind on payments, we might charge you for any admin or legal costs we have to cover. We will let you know about all the charges, and they'll be added to your mortgage account. You can find the details of these charges in our Tariff of Mortgage Charges.

Loans, selling and leasing your home

Some companies might suggest new loans or buying your property and then renting it back to you to help with short-term money problems. Be careful, these options might not be good for you in the long run. It's a good idea to get advice from an independent expert before agreeing to any of these deals.

Complaints

If you have concerns about how we've handled your case, please let us know through our complaints procedure. We'll work hard to fix any issues quickly and fairly. Our complaints process follows the rules set by the Financial Conduct Authority (FCA) and the Financial Ombudsman Service (FOS).