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Financial difficulty

Support for mortgage customers

Some non-standard mortgage types are excluded, we will confirm if this is the case once you have applied for your preferred support option.

We're here to help

If you’re concerned about your finances, worried about missing a mortgage payment or paying off your mortgage, please visit our mortgage support page, where you will find information on how we may be able to help.

There are also practical saving tips, including ideas on reducing household bills. You may also want to consider contacting a free debt advice organisation.

More about mortgage support Open in new window

Important information

All of the options outlined below can help with a temporary reduction in outgoings. However, your mortgage balance will increase and you will pay more over the term of your mortgage. So, it’s important that you only apply if you’re currently having difficulties making your mortgage payments.

We may ask you for further information depending upon your circumstances, please make sure all the information is correct. If not, this will cause a delay in dealing with your request.

One of our team will contact you to discuss your financial circumstances and your requirements.

If full payments are not made on your mortgage, there may be circumstances in which we have to inform Credit Reference Agencies and this may impact your credit rating/score. The extent of the impact to your credit rating/score will depend on your overall financial profile. If this is the case, we will inform you during your application.

For further information on the impact you should speak with an independent debt advice agency who can give you support and advice.

What support could be available?

First we need to confirm whether you have had support previously.

New support request

If you have a mortgage with us and you know you will not be able to make your payments, we may be able to help.

  • Mortgage payment break
  • Temporary reduction in mortgage repayments
  • Restructure your mortgage

What financial support options can I apply for?

I’m able to restart my full monthly mortgage payments

If you can afford to restart your full mortgage payments it’s in your best interests to do so.

You will already have been provided with a recalculation of your monthly payment to include the payments you would have made during your payment break.

You can decide to pay the missed payments and interest in full before your monthly payments begin or over a shorter period to reduce the overall cost.

What do I need to do next?

To let us know how you would like to pay the missed payments and interest, please use the form below and provide any additional information requested.

Information Message

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I can't afford to restart my full monthly mortgage payments and need further support

If you can afford to restart your full mortgage payments it’s in your best interests to do so.

Even if you have already had a mortgage payment break, you can use the form below to apply for further support.

We may require additional information to process your request, including bank statements, an Asset Liability Statement, an Income and Expenditure summary and details of any other payment support arrangements that you have with other financial institutions.

If full payments are not made on your mortgage, there may be circumstances in which we have to inform Credit Reference Agencies and this may impact your credit rating/score. The extent of the impact to your credit rating/score will depend on your overall financial profile. If this is the case, we will inform you during your application.

For further information on the impact you should speak with an independent debt advice agency who can  give you support and advice.

Details of free money advice agencies (PDF, 29KB)

We understand that 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 is on hand to help you. We’ll listen to you and walk you through the options available.

You can also visit our mortgage support section, where we have some practical tips and links to independent agencies who can also give you support and advice.

More about mortgage support

Information Message

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What further support options may be available to me?

Let's get started

Please answer a few questions about your financial circumstances to let us direct you to the support you need.

Continue
Have you already received payment support from us in relation to this mortgage?
Payment support includes a payment break or reduced payments.
Previous
Next
Can you afford to begin or continue your full mortgage repayments?
Previous
Next
How would you prefer to pay the missed payments?
There are a few ways you can choose to repay the payments missed as part of your repayment break. Would you prefer to repay:
Previous
Next

We'll need to get some information from you...

In order to process your request:

  • Repay over the remaining term of your mortgage

We will need:

  • Your name
  • Your date of birth
  • Your email address
  • Your phone number
Previous

We'll need to get some information from you...

In order to process your request:

  • Repay over a period of up to 18 months

We will need:

  • Your name
  • Your date of birth
  • Your email address
  • Your phone number
Previous
Settle in full
Where are the funds you wish to use to settle the missed mortgage payments currently held?
Previous
Next

We'll need to get some information from you...

In order to process your request:

  • Settle in Full

we need some further information from you.

We will need:

  • Your name
  • Your date of birth
  • Your email address
  • Your phone number
Previous

We'll need to get some information from you...

In order to process your request:

  • Settle in Full

we need some further information from you.

We will need:

  • Your name
  • Your date of birth
  • Your email address
  • Your phone number
Previous
Can you afford to pay any funds towards your mortgage?
Previous
Next

We'll need to get some information from you...

In order to process your request:

  • No, I cannot afford to pay any of my mortgage payment at present

We will need:

  • Your name
  • Your date of birth
  • Your email address
  • Your phone number
  • Details of your income and how it has been affected
  • Details of any joint parties on the mortgage
  • Details of any other payment support arrangements you have with other financial institutions
  • An Income and Expenditure summary
  • An Asset and Liability Statement
Previous

We'll need to get some information from you...

In order to process your request:

  • Yes, I can pay a reduced amount

We will need:

  • Your name
  • Your date of birth
  • Your email address
  • Your phone number
  • Details of your income and how it has been affected
  • Details of any joint parties on the mortgage
  • Details of any other payment support arrangements you have with other financial institutions
  • An Income and Expenditure summary
  • An Asset and Liability Statement
Previous

We'll need to get some information from you...

In order to process your request:

  • I would like to discuss my options of restructuring my mortgage over a different term

We will need:

  • Your name
  • Your date of birth
  • Your email address
  • Your phone number
  • Details of your income and how it has been affected
  • Details of any joint parties on the mortgage
Previous
Can you afford to pay any funds towards your mortgage?
Previous
Next

We'll need to confirm some information from you...

In order to process your request:

  • No, I cannot afford to pay any of my mortgage payment at present

We will need:

  • Your name
  • Your date of birth
  • Your email address
  • Your phone number
  • Details of your income and how it has been affected
  • Details of any joint parties on the mortgage
Previous

We'll need to get some information from you...

In order to process your request:

  • Yes, I can pay a reduced amount

We will need:

  • Your name
  • Your date of birth
  • Your email address
  • Your phone number
  • Details of your income and how it has been affected
  • Details of any joint parties on the mortgage
Previous

We'll need to get some information from you...

In order to process your request:

  • I would like to discuss my options of restructuring my mortgage over a different term

We will need:

  • Your name
  • Your date of birth
  • Your email address
  • Your phone number
  • Details of your income and how it has been affected
  • Details of any joint parties on the mortgage
Previous

We're here for you

We understand that 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 is on hand to help you. We’ll listen to you and walk you through the options available.

You can also visit our mortgage support section, where we have some practical tips and links to independent agencies who can also give you support and advice.

More about mortgage support Open in new window