Mortgage support

When you call, a member of our friendly, experienced team will talk through your income and spending. So we can get a clear picture of your financial situation, please have the following information to hand - you should be able to find it all on your mortgage paperwork, bank statements or in digital banking.

• Your Mortgage Account Number 
• Your monthly income (including any benefits, overtime or bonuses you’ve received)  and how this has or will be impacted by coronavirus
• Your monthly household spending (including all of your bills and expenses)
• The number of organisations you owe money to and the amount you owe
• Details of any other outgoings

Don't worry, any sensitive information you give us (for example, medical conditions) will be treated completely confidentially and we’ll never use this information in future applications you make.

Once we've got those details, we'll be able to help you get your finances back on track and support you through the process if you want.

We can help you in lots of ways. You can look at taking a coronavirus payment holiday, changing your payment date, paying back the money you owe over a longer period of time or only in part for a set time, to help you get back on track.

We can work out which options are available to you depending on your circumstances and the terms and conditions of your mortgage with us, so you can pick the right option for you.

It’s really important to talk to us as soon as you’re aware of any potential problems so we can help you as quickly as possible. If you don't get in touch with us and you miss a payment, we’ll try to contact you to discuss your situation.

If we can’t get in touch as a last resort we may have to take legal action to repossess your property but this will only happen if we can’t work together to solve the problem, so it is always best maintain contact with us and pay as much as you can.

We do offer interest-only mortgages, but if you’re facing financial difficulties this could mean you’re unlikely to be eligible for this type of mortgage. 

We may be able to consider a reduced repayment arrangement if you experience an unexpected lifestyle change beyond your control which impacts your ability to make repayments, such as unemployment or serious illness.

If you want to change your Direct Debit date, you can do this online on Manage my Mortgage.

This service is available 7 days a week (except 5am to 7am each day, when our site undergoes regular maintenance).

You'll automatically be registered for the service so all you'll need to log in is your mortgage account number, surname, date of birth and the postcode of your mortgaged property. Once you're logged in, select 'My payments and services' from the main menu and then 'Change payment date'.

If you miss a payment on your mortgage, it will be reported to the credit reference agencies and that could affect your ability to get credit in the future. 

If you’re on a mortgage arrears repayment plan, this will show on your credit file. You can get a copy of your credit file from one of the credit reference agencies.  

If you're on a planned coronavirus mortgage payment holiday, however, your credit file won't be affected.

Once you've told us about any problems, it’s important to make sure you tell other people paying or guaranteeing the mortgage what’s happening.

It’s also a good idea to see if you can get any state benefits or tax credits. If you have an insurance policy, check whether it will help you with your payments. You might also find it useful to contact a free debt advice organisation.