Additional customer support

We recognise that certain customers are at greater risk of poor outcomes when dealing with their finances and vulnerability can arise for a wide range of reasons. No matter what support you need, or situation you’re facing, we’re here to help in any way we can. We know there’s no one-size-fits-all approach, so we’ll take the time to understand your needs and respond with sensitivity, respect and compassion.

Here are just some of the ways we’re committed to supporting our customers:

  • We promise to remain open and approachable, and to listen and respond to our customers with sensitivity and respect
  • We’ll treat every customer as an individual and do everything we can to understand and support their needs
  • Our policies, products and services will be regularly reviewed and updated, to help improve the overall customer experience
  • Our colleagues will be provided with the skills and training they need to support all customers
  • Our communications will remain clear, accessible and easy to understand
  • If further help is needed, we’ll signpost to other relevant organisations, such as charities and advice services

Ways we can help you

Third party authority

If you need to appoint a third party to discuss your account with us, please call us on 0345 650 6216.

Power of attorney

If you wish to contact us about a power of attorney you already hold, please contact us on 0345 650 6216.

Bereavement help and support

There can be a lot to think about when you lose someone close to you.

That’s why we’ve put together an overview of important things you need to consider during this difficult time.

Support with financial difficulty

We understand the worry and concern you may face if you’re having difficulties in meeting your mortgage repayments.

Our financial difficulties support page explains what we can do to assist you and steps you can take to help yourself.

External Resources

Financial abuse

If you’ve been a victim of financial abuse, UK Finance’s guide “It’s your money” provides information on what support is available to you.

Further support and advice

We’ve compiled a list of organisations who have the expertise, skills and knowledge and provide the support or advice you might need.

Download our guide "Where you can go for help" here

Power of attorney

To find out more information about a power of attorney, please visit https://www.gov.uk/power-of-attorney

How to contact us

If you have any questions or concerns about any aspect of managing your account, or want to speak to someone about any extra support you need, there are a variety of ways you contact us:

  • Call us on 0345 650 6216 to speak to someone in confidence
  • Write to us at Rochester Mortgages Ltd, PO Box 910, Imperial Way, Newport, NP20 9NZ
  • Email us at primary.servicing@targetgroup.com
  • Please only use email for general enquiries or to request a call back. As email isn't a secure channel, please don't include any sensitive or financial information in any messages you send.

The details you provide to us will be used sensitively to help us support you with managing your account and in line with our Privacy Notice, which you can view at Privacy Notice. We’ll be happy to answer any questions you have about how we process your personal information when you contact us.

Accessing our services

Using our website

Improving our website accessibility is an ongoing priority for us, to ensure we keep up to date with website standards and enhancements in technology. Please tell us if you're experiencing any difficulties through your preferred communication method with us.

Alternative formats

We can produce large print, audio and Braille versions of our documents if required. Using the contact details above, just let us know which version is best for you.