We understand that being able to manage your money can impact every aspect of your life. If you’re struggling, we could help you take control of your finances.
Our customer support team are here to see how they could help you meet your mortgage repayments. If you make us aware of any problems you’re facing, we’ll be able to talk you through your available options.
If you’re worried about meeting your mortgage or loan repayments, now or in the near future, we’re here to help you. We’ll work with you to provide support that’s tailored to your individual circumstances and based on what you can afford to pay. Your credit score will not be impacted by contacting us to find out what options are available.
If you want to talk to someone please call our customer support team as soon as possible on 0345 650 6216, they’re available between 9am and 5pm Monday to Friday. You may also find it useful to visit the MoneyHelper or UK Finance websites for out-of-hours assistance. In addition, we’ve also listed some free third party resources at the foot of the page.
If you’re concerned about your ability to make future mortgage payments, either as a residential borrower or as a buy to let borrower whose tenant hasn’t paid, we may be able to consider making some changes to your mortgage account for a short period of time to help you manage your payments.
It’s important to remember that if we’re able to agree a temporary change to your mortgage payments, the amount unpaid will still be owed when the change comes to an end. If you pay less than the interest due your mortgage balance will increase, as will the amount of interest you pay over the remaining term of the mortgage. We’ll also need to report the arrangement to the credit reference agencies, which could affect your ability to borrow money in the future.
To enable us to consider what support we can give you, we’ll need a full understanding of your current household income and expenditure. We’ve worked alongside Paylink Solutions to enable our customers across the Group to complete an online income and expenditure form.
To enable us to consider what support we can give you, we’ll need a full understanding of your current circumstances, which may include a review of your personal finances as well as the issues with your rental income.
For customers who have up to and including three rental properties, we’ve worked alongside Paylink Solutions to enable our customers across the Group to complete an online income and expenditure form.
When you access the online income and expenditure form you'll be directed to an external website where you'll see reference to all brands within our Group.
Completing this form and submitting it through the portal will allow us to assess the information before we call you to discuss the matter further. We aim to deal with all requests within five working days. If you haven’t heard from us in this time please call our team on 03456506216.
Alternatively, you can return the completed form to us by post at the address below.
A member of our team will call you within seven working days to discuss your request further.
Should you have any questions before completing either form please contact us directly.
If we’re unable to offer assistance our team will provide guidance on what steps you need to take and may suggest that you seek independent financial advice. We cannot offer advice about debts you hold with other organisations. In such instances, you should speak to the organisation involved and/or approach an independent free debt advice service. Contact details for some of these services are listed below. There are also a number of self-help tools, money guidance sites or debt advice options which are available to you at the foot of this page.
Below are some additional links to debt advice organisations where free advice and support is available.
PayPlan is an organisation that offers free, simple, independent debt advice to anyone who needs it. Their mission is to help people become debt-free through clear, honest advice and debt solutions that work.
They’ll show you the different debt solutions available for your circumstances so you know what your options are, and how each one could help you. They could set up a debt solution that fixes your situation, lowers your repayments and gives you the chance to move forward with your life.
For debt advice you can trust or a solution straight away, their help is free to everyone, with no obligations, strings attached or hidden costs.
To improve your relationship with money, PayPlan have resources available such as a list of organisations to support your mental health, as well as offering tools to help you organise your finances.
They could help you with:
Don’t know where to start? If you’d like to improve your finances, it could help to look at the bigger picture and create a budget planner showing all of your incoming and outgoing finance.
Find the budget planner that works for you:
Once you have your budget, you can prioritise your important bills or debts and also spot where you could make your savings.
Even if you’re not facing financial difficulties there are ways to save money and we’ve listed some of the things that could help you save.