Help With Payment Difficulties

Help With 
Payment Difficulties

If you are behind with your payments or are worried that you may struggle in the future, please contact us. The sooner you call the better - as speaking to us earlier on means there are more ways we can potentially help.

The information below explains more about how we will support you and outlines some steps you can take to help yourself.

How we can help

What we will do:

  • Contact you as soon as possible at a reasonable time to speak directly with you about your situation
  • Ask questions to understand the extent of your financial difficulties, which may include you completing an Income & Expenditure form
  • Discuss various options with you, considering your individual circumstances
  • Give you a reasonable period of time to consider the various options to repay the arrears
  • Refer you to sources of free, confidential & impartial advice, which could be helpful, especially if you have debts with other providers

What we may do:

  • Ask you to provide income and expenditure information, which can be completed online here
  • Determine a new payment plan that reflects your current circumstances (subject to assessment) and review this with you in the future
  • Change the way you make your payments, or revise the date on which your payments are due
  • Make changes to your mortgage (subject to assessment) such as extending the term of your mortgage to reduce your monthly payments, or temporarily converting your account to an interest-only basis (if not already) to reduce your contractual payment

If we agree any arrangement like this with you, we'll explain how everything will work, give you time to consider the option and seek independent advice, then confirm things in writing to you.

If we cannot offer you any of these options, we will explain why.

What you can do to help

  • Tell us as soon as possible if you're having problems repaying your mortgage or think that you might experience problems shortly
  • Respond promptly to our calls and letters
  • Provide us with accurate Income & Expenditure information when required, which can be completed online here
  • Seek free, confidential and impartial advice, which could be helpful, especially if you have debts with other providers
  • Make sure you keep any other people paying the mortgage, and anyone guaranteeing the mortgage, up to date with what is happening
  • If you have an insurance policy such as payment protection, check whether it would help with your payments
  • Keep to any payment plan we may agree with you
  • Tell us if you move to a new address and provide us with an up to date telephone number to make it easier to contact you
  • Contact us promptly to update us if your situation changes

Costs and charges

If you fall into arrears with your mortgage repayments, you may be charged a reasonable administration fee and/or legal costs. These charges will be avoided if you make, and keep to, an arrangement with us.

Please refer to the section on Arrears and Repossession fees in the Tariff of Mortgage Charges document.

Legal proceedings

If we cannot reach an agreement to help you clear your arrears, we may have to initiate legal proceedings to repossess your property. However, we will only do this as a last resort once other potential options have been considered and rejected.

If court proceedings are issued, we strongly recommend that you seek immediate independent legal advice and attend any court proceedings.

If your property is repossessed

  • We will sell it for the best price we can achieve within a reasonable amount of time
  • We will give you a reasonable amount of time to obtain any possessions stored at the property
  • We will use the money raised from selling the property to pay all loans and charges secured against it
  • If there is not enough money from the sale to pay off the mortgage balance, we will contact you shortly afterwards to discuss the outstanding 'shortfall debt'
  • We will let you know about any surplus from the property sale, after all debts secured against the property have been repaid, and arrange this to be repaid to you.
  • We will take account of your monthly income and outgoings to arrange a suitable payment plan for this shortfall debt with you

Other issues

If you are struggling to maintain your mortgage payments, you may think there is no way out and wish to hand over the property keys to us. If you do this, you remain liable for any outstanding debt on your mortgage. Before taking such action, we strongly recommend that you discuss this with us first, as we may be able to help you resolve the situation.

Free, Confidential 
& Impartial Advice

You may want to discuss your situation with a professional adviser, such as a debt counsellor or a lawyer. The details below may help you find the free, confidential and impartial advice you need:

Debt Advice

My Money Steps

My Money Steps is a free on-line debt advice service that is run by National Debtline, providing positive steps to help you get back in control of your finances. By using the service you will get a personalised action list to work through, helping you to deal better with your financial situation. Visit My Money Steps for independent and confidential debt advice 24 hours a day:


Step Change Debt Charity

If you are experiencing severe financial difficulties and you owe money to several creditors, then StepChange may be able to assist and advise you. StepChange is a registered charity providing independent advice and debt counselling absolutely free of charge to individuals and families. If you feel that your financial situation is very severe and you feel that you need some expert guidance, you can contact StepChange on 0800 138 1111.

StepChange is a registered charity offering free, confidential advice and support to anyone who is worried about debt. Their online debt counselling tool provides you with advice tailored to your individual circumstances. All advice and recommendations are backed by 15 years' experience and knowledge gained by StepChange counsellors. You don't have to give your name and the StepChange service is totally free.


National Debtline

The helpline that provides free, confidential and independent advice on how to deal with debt problems. If you have concerns about your debt call National Debtline free on 0808 808 4000. Advisers are available Monday to Friday from 9am to 9pm, and Saturday 9:30am - 1pm. You can also visit their website for fact sheets and to email them for advice:


Citizens Advice

Citizens Advice Bureaux offer free, confidential and impartial advice on legal, money and other problems. For online information or to find your local bureau visit:

for England and Wales.

for Scotland.

Money Advice

Money Advice Service

Money Advice Service provide free, clear and unbiased advice to help you make the most of your money. Call them on 0800 138 7777.


Citizens Advice

Citizens Advice Bureaux offer free, confidential and impartial advice on legal, money and other problems. For online information or to find your local bureau visit:

for England and Wales.

for Scotland.

Housing Advice


If you need help with mortgage arrears or are facing repossession, Shelter can offer you free, impartial and confidential advice through a dedicated homeowner helpline on 0300 3300 515.

For more general housing advice, call Shelter’s free housing advice helpline on 0808 800 4444.

Lines are open:
Monday - Friday: 8am - 8pm, Saturday: 8am - 5pm, Sunday: 8am - 5pm

Or you can find details of your local advice centre at:


Citizens Advice

Citizens Advice Bureaux offer free, confidential and impartial advice on legal, money and other problems. For online information or to find your local bureau visit:

for England and Wales.

for Scotland.

Employment Advice

There are many organisations that can help you to be in the best possible position when looking for a new job.

So whether you want to find out about learning or training opportunities, need advice on updating your CV or simply need information on where to look for a new job, there's information to help you.

You may find the links below useful:

Benefits Advice

Millions of pounds worth of benefits are unclaimed every year, so make sure you are receiving what you are entitled to. Benefits can be claimed for a number of different reasons for example:

  • sickness or disability
  • unemployment
  • caring for someone
  • those aged 60 or over
  • the bereaved
  • pregnant women or woman who have recently had a baby
  • families with dependent children.

A quick and easy way to find out what you can claim can be found at:

All public services in one place including information on benefits.

Department of Work and Pensions (DWP)
UK Government department responsible for welfare and employment issues.

Entitled To
Use this website to find out what benefits you may be able to claim.

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