Facing financial difficulty

Firstly, don't ignore the problem. There are different options you can choose from if you are having problems paying your mortgage and bills.

Contact us

Call us on 0345 609 4343 as soon as possible if you are having issues paying your mortgage. You should also contact us if you think that you may be in financial difficulty in the near future.

We are here to help.

Ways to get in touch Ways to get in touch

Steps you should take if you're struggling with your financial commitments:

  • Pay all your essential bills first, such as your mortgage, utility bills (electricity, gas, water), insurances and council tax. You should pay these bills first, before making any payments towards your credit card or loan.
  • Check whether you can get any state benefits or tax credits which could help to increase your income.
  • If you have an insurance policy (i.e. income protection) check if it can help you with your payments.
  • You can contact StepChange or Money Wellness for debt advice if you need help managing your finances.
  • Make sure you tell all joint mortgage holders and your guarantor (if you have one) what is happening.
  • Get back to us as soon as possible if we contact you to discuss your mortgage.

If you have fallen behind with your payments, we will do the following:

  • Try to contact you as soon as possible to discuss how we can help.
  • Give you a reasonable period of time to pay back the debt.
  • If you like, we'll talk to an agency, such as StepChange or Money Wellness which gives debt advice.
  • Offer to send a representative of a third party to your home to talk through your finances.
  • Try to set up a new payment plan with you, considering both your interests and our responsibilities. If a plan is agreed, it is important that you keep to it – or you tell us if there is a change in your situation that may affect the plan.
  • Offer to change the method by which you make your payments or the date on which you make them.
  • See if we can allow you to pay back your mortgage over a longer time, to reduce your monthly mortgage payments.
  • See if we can change the type of your mortgage and whether this will reduce your monthly repayments.

If we can't offer you any of the options above, we'll tell you why. If we're able to offer one or more of them, we'll explain how each option would work and give you time to consider it.

You may wish to talk to an independent adviser before you change your mortgage arrangement. We recommend that you seek independent, free, debt advice from a lawyer or third party company.

Find support that’s right for you

Use our tool to find free help and advice, from different organisations.

 

Select the option most relevant to you

How would you like to access support?

How would you like to access support?

How would you like to access support?

Please see the full list of support providers available.

Turn2us

Turn2us logo. Tackling financial insecurity together

Who are they?

Turn2us is a national charity that helps people in financial hardship to gain access to welfare benefits, charitable grants and support services.

What support can they offer?

  • check eligibility for benefits such as; Child Benefits, Universal Credit and more
  • search for charitable grants
  • financial information for your situation
  • turn2us grants.

How to get in touch

Visit: turn2us

What will you need when you speak to them?

To make sure you get the best results possible, it helps to have the following to hand:

  • your earnings and savings, and any other investments or capital you might have
  • any benefits you already claim for the adults and children in your home
  • your annual Council Tax bill
  • your rent or mortgage payments.

Turn2us

Turn2us logo. Tackling financial insecurity together

Who are they?

Turn2us is a national charity that helps people in financial hardship to gain access to welfare benefits, charitable grants and support services.

What support can they offer?

  • check eligibility for benefits such as; Child Benefits, Universal Credit and more
  • search for charitable grants
  • financial information for your situation
  • turn2us grants.

How to get in touch

Visit: turn2us

What will you need when you speak to them?

To make sure you get the best results possible, it helps to have the following to hand:

  • your earnings and savings, and any other investments or capital you might have
  • any benefits you already claim for the adults and children in your home
  • your annual Council Tax bill
  • your rent or mortgage payments.

Turn2us - Benefits and grants

Turn2us logo. Tackling financial insecurity together

Who are they?

Turn2us is a national charity that helps people in financial hardship to gain access to welfare benefits, charitable grants and support services.

What support can they offer?

  • check eligibility for benefits such as; Child Benefits, Universal Credit and more
  • search for charitable grants
  • financial information for your situation
  • turn2us grants.

How to get in touch

Visit: turn2us

What will you need when you speak to them?

To make sure you get the best results possible, it helps to have the following to hand:

  • your earnings and savings, and any other investments or capital you might have
  • any benefits you already claim for the adults and children in your home
  • your annual Council Tax bill
  • your rent or mortgage payments.

Citizens Advice

Citizens Advice logo

Who are they?

Citizens Advice have been providing free, impartial, independent advice for over 80 years. Giving people the knowledge and confidence they need to find their way forward - whoever they are, and whatever their problem. This national charity and network of local charities offer confidential advice online, over the phone, and in person, for free.

What support can they offer?

  • reviewing existing benefits
  • housing support
  • the cost of living
  • consumer issues
  • understanding your rights
  • managing debt.

How to get in touch

Citizens Advice - General advice

Citizens Advice logo

Who are they?

Citizens Advice have been providing free, impartial, independent advice for over 80 years. Giving people the knowledge and confidence they need to find their way forward - whoever they are, and whatever their problem. This national charity and network of local charities offer confidential advice online, over the phone, and in person, for free.

What support can they offer?

  • reviewing existing benefits
  • housing support
  • the cost of living
  • consumer issues
  • understanding your rights
  • managing debt.

How to get in touch

StepChange

StepChange Debt Charity logo

Who are they?

StepChange have a team of debt experts that help hundreds of thousands of people a year to deal with their debt problems. With 30 years' experience, you can be confident that they can provide the advice and support you need to achieve long-term financial control.

What support can they offer?

  • 24/7, free flexible debt help based on your situation to get your finances back on track
  • a wide range of practical debt solutions and support for however long it’s needed
  • access to a benefits calculator and cost-of-living budgeting advice
  • homeowner support through specialist mortgage and equity release teams.

How to get in touch

Visit: StepChange

If you would like to speak to someone, please call 0800 138 1111 (Lines open Mon-Fri 8am-8pm, Sat 9am-2pm).

What will you need when you speak to them?

  • your income: any wages, benefits or other forms of income
  • your outgoings: how much you spend each month on rent/mortgage, utilities, food, travel, and any other essential costs
  • any debts you have, such as: Credit Cards, Loans, Car Finance, and any arrears on rent, utilities or Council Tax.

StepChange

StepChange Debt Charity logo

Who are they?

StepChange have a team of debt experts that help hundreds of thousands of people a year to deal with their debt problems. With 30 years' experience, you can be confident that they can provide the advice and support you need to achieve long-term financial control.

What support can they offer?

  • 24/7, free flexible debt help based on your situation to get your finances back on track
  • a wide range of practical debt solutions and support for however long it’s needed
  • access to a benefits calculator and cost-of-living budgeting advice
  • homeowner support through specialist mortgage and equity release teams.

How to get in touch

Visit: StepChange

If you would like to speak to someone, please call 0800 138 1111 (Lines open Mon-Fri 8am-8pm, Sat 9am-2pm).

What will you need when you speak to them?

  • your income: any wages, benefits or other forms of income
  • your outgoings: how much you spend each month on rent/mortgage, utilities, food, travel, and any other essential costs
  • any debts you have, such as: Credit Cards, Loans, Car Finance, and any arrears on rent, utilities or Council Tax.

Money Wellness - Debt advice

Money Wellness logo

Who are they?

Money Wellness are passionate about improving financial wellbeing, offering free advice and support to over a million people for the last 30 years. 

What support can they offer?

  • free debt advice
  • free ongoing debt solutions
  • free benefit and grant eligibility assessments
  • partnered with additional support providers to offer mental health, gambling and addiction support where required.

How to get in touch

Visit: Money Wellness

Call: 0800 307 7002 (Lines open Mon-Thurs 9am-8pm, Fri 9am-4.30pm, Sat-Sun 10am-4pm).

We also offer:

  • a callback option and calendar that you can access
  • webchat and email communication channels.

What will you need when you speak to them?

A bank statement can be useful but not essential. The customer should have at least an hour available for an advice session.

StepChange - Debt advice

StepChange Debt Charity logo

Who are they?

StepChange have a team of debt experts that help hundreds of thousands of people a year to deal with their debt problems. With 30 years' experience, you can be confident that they can provide the advice and support you need to achieve long-term financial control.

What support can they offer?

  • 24/7, free flexible debt help based on your situation to get your finances back on track
  • a wide range of practical debt solutions and support for however long it’s needed
  • access to a benefits calculator and cost-of-living budgeting advice
  • homeowner support through specialist mortgage and equity release teams.

How to get in touch

Visit: StepChange

Call: 0800 138 1111 (Lines open Mon-Fri 8am-8pm, Sat 9am-2pm).

What will you need when you speak to them?

  • your income: any wages, benefits or other forms of income
  • your outgoings: how much you spend each month on rent/mortgage, utilities, food, travel, and any other essential costs
  • any debts you have, such as: Credit Cards, Loans, Car Finance, and any arrears on rent, utilities or Council Tax.

Money Wellness

Money Wellness logo

Who are they?

Money Wellness are passionate about improving financial wellbeing, offering free advice and support to over a million people for the last 30 years. 

What support can they offer?

  • free debt advice
  • free ongoing debt solutions
  • free benefit and grant eligibility assessments
  • partnered with additional support providers to offer mental health, gambling and addiction support where required.

How to get in touch

Visit: Money Wellness

Call: 0800 307 7002 (Lines open Mon-Thurs 9am-8pm, Fri 9am-4.30pm, Sat-Sun 10am-4pm).

We also offer:

  • a callback option and calendar that you can access
  • webchat and email communication channels.

What will you need when you speak to them?

A bank statement can be useful but not essential. The customer should have at least an hour available for an advice session.

PayPlan

PayPlan logo

Who are they?

PayPlan offer free, confidential debt advice and solutions to make life more affordable. Instant support tailored to your needs. Available via phone, WhatsApp, live chat and 24/7 online.

What support can they offer?

  • debt advice
  • debt solutions
  • budgeting advice

How to get in touch

Visit: PayPlan.

If you would like to speak to someone, please call 0800 980 4162. (Lines open Mon-Fri 8am–8pm, Sat 9am–3pm).

What will you need when you speak to them?

It would be helpful to have information such as a bank statement to hand, however, don’t worry if you don’t as our adviser will still be able to support you.

PayPlan - Debt advice

PayPlan logo

Who are they?

PayPlan offer free, confidential debt advice and solutions to make life more affordable. Instant support tailored to your needs. Available via phone, WhatsApp, live chat and 24/7 online.

What support can they offer?

  • debt advice
  • debt solutions
  • budgeting advice

How to get in touch

Visit: PayPlan.

If you would like to speak to someone, please call 0800 980 4162. (Lines open Mon-Fri 8am–8pm, Sat 9am–3pm).

What will you need when you speak to them?

It would be helpful to have information such as a bank statement to hand, however, don’t worry if you don’t as our adviser will still be able to support you.

Shelter

Shelter logo

Who are they?

Shelter exists to defend the right to a safe home and fight the devastating impact the housing emergency has on people and society. They give advice, information and advocacy to people, work in communities to understand the housing emergency and change the system and carry out ground-breaking research and campaigns.

We work in partnership with Shelter Cymru in Wales and the Housing Rights Service in Northern Ireland, as well as Focus Ireland in Ireland.

What support can they offer?

We can help:

  • locally - our advice and support services offer one-to-one, personalised help with housing issues and homelessness
  • online - on our website, find expert information about everything from reclaiming your deposit to applying as homeless, or speak to an adviser over webchat
  • over the phone - our free emergency helpline is open 365 days a year to answer calls from anyone struggling with a housing issue or homelessness
  • legal - our solicitors provide free legal advice and attend court to help people who’ve lost their homes or are facing eviction.

How to get in touch

Visit: Shelter

Call: 0808 800 4444 (Lines open Mon to Fri, 8am-6pm).

What will you need when you speak to them?

It is useful to have documents ready before you call, like your tenancy agreement, relevant letters or messages.

Shelter - Housing

Shelter logo

Who are they?

Shelter exists to defend the right to a safe home and fight the devastating impact the housing emergency has on people and society. They give advice, information and advocacy to people, work in communities to understand the housing emergency and change the system and carry out ground-breaking research and campaigns.

We work in partnership with Shelter Cymru in Wales and the Housing Rights Service in Northern Ireland, as well as Focus Ireland in Ireland.

What support can they offer?

We can help:

  • locally - our advice and support services offer one-to-one, personalised help with housing issues and homelessness
  • online - on our website, find expert information about everything from reclaiming your deposit to applying as homeless, or speak to an adviser over webchat
  • over the phone - our free emergency helpline is open 365 days a year to answer calls from anyone struggling with a housing issue or homelessness
  • legal - our solicitors provide free legal advice and attend court to help people who’ve lost their homes or are facing eviction.

How to get in touch

Visit: Shelter

Call: 0808 800 4444 (Lines open Mon to Fri, 8am-6pm).

What will you need when you speak to them?

It is useful to have documents ready before you call, like your tenancy agreement, relevant letters or messages.

We are digital

We are Digital logo

Who are they?

We are digital believe that everyone deserves the opportunity to thrive and succeed, no matter their circumstances. They empower people to take control of their lives and create positive change.

The Digital Helpline, provided in partnership with Lloyds Banking Group, helps get you online through personalised training and support. Developing your digital skills and learning how to access online services, such as online banking - can help you be more confident in everyday life.

What support can they offer?

Free 1-2-1 digital skills training over the phone, helping you learn how to:

  • use digital devices, such as laptops, phones and tablets
  • how to open an email account
  • facetime and call with family and friends
  • shop online for groceries
  • use price comparison websites
  • staying safe online.

How to get in touch

Call: 0345 222 0333 (Lines open Monday to Friday, 9am-5pm)

Those who are Deaf and use British Sign Language (BSL) can book a session using SignVideo. Available on Safari, Chrome or Firefox web browsers.

Customers who have hearing loss or a speech impairment can use the service through Relay UK.

We are digital - Online digital training

We are Digital logo

Who are they?

We are digital believe that everyone deserves the opportunity to thrive and succeed, no matter their circumstances. They empower people to take control of their lives and create positive change.

The Digital Helpline, provided in partnership with Lloyds Banking Group, helps get you online through personalised training and support. Developing your digital skills and learning how to access online services, such as online banking - can help you be more confident in everyday life.

What support can they offer?

Free 1-2-1 digital skills training over the phone, helping you learn how to:

  • use digital devices, such as laptops, phones and tablets
  • how to open an email account
  • facetime and call with family and friends
  • shop online for groceries
  • use price comparison websites
  • staying safe online.

How to get in touch

Call: 0345 222 0333 (Lines open Monday to Friday, 9am-5pm)

Those who are Deaf and use British Sign Language (BSL) can book a session using SignVideo. Available on Safari, Chrome or Firefox web browsers.

Customers who have hearing loss or a speech impairment can use the service through Relay UK.

  • If you fall behind with your mortgage payments, we may charge you administration and legal fees. We'll tell you the amount you'll have to pay.

  • If we can't agree on a solution with you to clear your arrears, we may go to court to start the process to repossess your home. If this happens, we recommend that you visit the court to discuss your case. In addition, we also recommend that you seek independent debt advice.

    The start of court proceedings doesn't necessarily mean that we'll repossess your home. We'll keep trying to solve the problem with you. Repossession is a last resort.

    If your home is repossessed we will advise you to contact your local authority to see if they can find you somewhere else to live.

    If your home is repossessed

    • We'll sell it for the best price we can reasonably achieve.
    • We'll try to sell it as soon as possible.
    • We'll give you reasonable time to take your possessions from your home.
    • We'll use the money raised from selling your home to pay all loans and charges secured by your mortgage.
    • If there's any money left over, we'll pay it to you.
    • If there's not enough money from the sale to pay off the entire mortgage, you'll still owe us the amount that is left over (a shortfall debt). We'll tell you what this is as soon as possible.
    • If you bought your home with other people, each of you will be responsible for all the money borrowed. This is the case even if you only pay part of the mortgage.
    • We'll take a look at your income and outgoings when trying to set up a suitable payment plan for you to pay back the debt.
    • If we can't arrange a plan, we may go to court to recover the money, and you might have to pay additional court costs.
    • If a shortfall debt is not paid, it could affect whether you're able to get credit in the future.
  • If you think that we've not treated you fairly dealing with the arrears on your mortgage, please talk to us and let us know what the problem is. We will try to resolve your complaint as soon as possible.

    If, after going through the complaints process, you're still unhappy, you can refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service is only available once you've received the final letter of response from us, or if you've not received a final response within 8 weeks after raising your compliant. The Financial Ombudsman Service provides a free and independent service for consumers, and can be contacted at:

    Financial Ombudsman Service
    Exchange Tower
    London
    E14 9SR
    Phone: 0800 023 4567 or 0300 123 9123
    Email: complaint.info@financial-ombudsman.org.uk

  • Some companies may offer you new loans or even invite you to sell your property to them and then rent it back. Please be careful, as this may not be in your long-term best interests. We advise you to seek independent advice before entering into these type of arrangements.

    You may be thinking about handing your keys over to us. If you do this, you'll still owe Intelligent Finance any outstanding debt, and we advise you to discuss this option with us first before taking such action.

    Debt management companies can only operate if they are authorised by the Financial Conduct Authority (FCA). If you have used a debt management company to arrange a debt management plan and this company is no longer authorised:

    • Don't Worry.
    • Free debt advice is available to help you decide on what to do next. More information can be found below, or you can visit StepChange or Money Wellness.
    • Act Quickly.
    • Please contact us as soon as possible so we can help you. We will give you time to sort out a new plan with another debt management company. Please remember, during this time you are still responsible for paying your debt.

    A list of authorised firms is available for you to view on the FCA website.

You could lose your home if you don’t keep up your mortgage repayments