Struggling with mortgage payments?

The first thing to do is contact us by using one of the methods above. We will talk about your current financial position and look at ways we could help. This way, we can understand your situation and see what kind of support we can offer. We can also see if there are any important steps we may need to put in place for you. Especially if you are struggling to pay or worried you might lose money on the sale of your home.  

We may ask you to fill out our budget planner. This lists what money you have coming in and what you spend. You can send this to us safely online. This is a quick and secure way to give us up‑to‑date information. 

Remember, talking to us about trouble paying your mortgage will not hurt your credit file.  

You might also find the Budget Smart tool useful. It can help you see if you can get more income (like benefits) and gives you tips on how to save.

We are committed to treating all customers fairly, taking individual situations into account.  

Once we know how much money you have coming in and going out, we can see what support we can offer. We may be able to help you by: 

• Lowering your payments for a period of time while your circumstances are reviewed. 
• Setting a plan to pay back any money owed at an affordable monthly amount. This will be tailored to your individual circumstances and based on how much you can afford.  
• Extending your mortgage term to give you more time to pay it back.  
• Changing how you pay such as moving to "interest only" or “part and part” payments for a while. 
• Looking at your interest rate or the interest we charge you. 
• Checking the total amount you still have to pay. 
• Giving you time to sell your property.
• Giving you access to free, independent debt advice through our partner PayPlan.  
• Changing the date or the way you make your payments. 

Lending is subject to affordability checks and to meeting the terms of our lending policy criteria.

Important note about your credit file 

Talking to us will not affect your credit file. However, some of the options above might. We will discuss this with you before taking any further action to allow you to make an informed decision.  

We will then talk to you about the different options you have. We will give you time to think and ask questions so you understand how everything works. If we cannot offer any of the options we have, we will let you know why. 

Together, we’ll agree on the next steps, but our help does not stop there. We will keep working with you as you move forward. The support we offer is tailored to your circumstances and may continue as your situation changes. 

 After we talk, we will also send you a letter or email to confirm what we have agreed. 

MoneyHelper is a free service backed by the government offering fair advice for people with money worries. They can help you find neutral advice or other trusted support. 

PayPlan offers free, confidential and expert debt advice, and can talk to the people you owe money to for you. They’re here to help people understand their options and manage their finances. Their Budget Smart tool can also help you find ways to grow your income and save money.

National Debtline is a charity that provides free debt advice to people across the UK.  

Building Societies Association provides advice on what to do if you can't pay your mortgage. They also offer advice if you think you might struggle soon.

Turn2Us offers a private online calculator which you can use to check if you are entitled to any benefits.

If you have not missed a payment yet but are worrying about the future, we have a few options you can think about. These options depend on your situation. We would be more than happy to talk through them with you if you contact us. 

We may be able to help by: 

• Setting up a payment plan based on what you can afford. 
• Finding a short-term solution while things are uncertain for you. 
• Changing the date or the way you make your payments. 
• Changing how long you have to pay back your mortgage (the term). 
• Moving you to a new mortgage deal, if you qualify. Please note that some fees may apply. 
• Giving you access to free debt advice through our partner, PayPlan

Lending is subject to affordability checks and to meeting the terms of our lending policy criteria. 

First, it is important to know that talking to us will not affect your credit file. Please speak to us as soon as you can if you are facing payment trouble, or think you might in the future.  

When we talk about your options, we will tell you what we share with Credit Reference Agencies. We aim to support you and will look at your personal situation to find the right help for you.  

Usually, if you enter into a plan with us, this will show on your credit file. However, this may be less damaging than missed payments with no plan in place. It is best to speak to us early so we can support you.  

Reporting to Credit Reference Agency (CRA)   

If you took out your mortgage after 31 December 1994, we need to tell the CRA about missed payments. If you owe one full monthly payment or more by the end of any month, we have to share the number of missed payments.   

If you have made a plan with us, we will also tell them about this. This could make it more difficult for you to get credit in the future. 

If you miss a payment and have not contacted us, we will first try to reach you by phone, email, and letter. We will then give you some time to bring your account up to date. 

If you think you might miss a payment in the future, it is important to contact us as soon as you can. We can put a plan in place if you need it, such as a payment break or a delay. 

If you miss payments without talking to us, or if we cannot reach you, this could impact your credit file. 

Please note: Missing payments will stay on your mortgage balance. The total interest you pay will also be higher while those payments are outstanding. 

Reporting to Credit Reference Agency (CRA)  

If you took out your mortgage after 31 December 1994, we need to tell the CRA about missed payments. If you owe one full monthly payment or more by the end of any month, we have to share the number of missed payments.  

If you have made a plan with us, we will also tell them about this. This could make it more difficult for you to get credit in the future. 

If we cannot agree on a plan for your mortgage payments, we may send a field agent to talk to you. We may add the cost of this visit to your mortgage account. This means you do not need to pay it upfront. 

We may go to court to start the process of taking back (repossessing) your home. This is always a last resort. We only do this when all other attempts to find a plan have failed. Please contact us if you still cannot make your payments. 

If we do go to court, we strongly suggest that you attend the hearing and get independent debt advice. Even if we start court action, we will keep trying to solve the problem with you. Starting this process does not always mean we will take your home. 

If we do repossess your property: 

• We will aim to sell the property for the best possible price, taking into account market conditions.  
• We will give you a reasonable amount of time to take your belongings from the property. 
• We will use the money from the sale to pay off your mortgage and any other loans or costs 
• If there is money left over, we will pay it to you. 
• If there is not enough money to pay off the mortgage, you will still owe us the amount that is left. We will tell you this amount as soon as we can. 
• When we set up a plan for you to pay back this debt, we will look at your income and what you spend. 
• If the debt is not paid back, it can make it harder for you to borrow money in the future. 

Important facts to be aware of:  

• If you bought your home with other people, you are all responsible for the money borrowed. This is true even if you usually only pay part of the mortgage.  
• Within six years of selling your home (five in Scotland), we will get in touch to plan how you will pay back what is left. 
• Some companies may offer you loans or ask you to sell your home and rent it back. You might also think about moving your mortgage to a new lender or borrowing more against your home. Please be careful. These may not be good for you in the long run. We would recommend you seek independent advice before entering anything like this.  
• You may be thinking about handing your keys to us (also called voluntary repossession). If you do this, you will still owe us any outstanding debt. We would recommend you discuss this option with us before taking any action. 

Reporting to Credit Reference Agency (CRA)  

If you took out your mortgage after 31 December 1994, we need to tell the CRA about missed payments. If you owe one full monthly payment or more by the end of any month, we have to share the number of missed payments.  

If you have made a plan with us, we will also tell them about this. This could make it more difficult for you to get credit in the future.