Our Home Support Hub – here to help

Last updated: 27 August 2020

In May 2020 we told you about our Home Support Package and what we’re doing to help you through these uncertain times.

We mentioned that if you have a mortgage with us, whether residential or buy to let, and you’re experiencing financial difficulty, we were building an online Home Support Hub to provide you with the ongoing support you may need.

If you’re a landlord, we encourage you to pass on any current or future payment support to your tenants. 

Our Hub is now ready

Here’s a quick guide to what you can expect from it and how to get the best from it. If this doesn’t work for you, and you still feel you really need to talk to someone, you can call us on 0800 212 508. Just bear in mind, it may take us longer than usual to answer your call as we are still experiencing many more calls than normal.

What does our Hub do?

It will guide you through your options to help you find an appropriate solution for your needs. That could include a payment break, either partial or full for up to 3 months – on top of any payment break support you’ve already received.

If you do decide to go for a payment break, bear in mind it will increase the amount you owe and interest will continue to be added to your mortgage.

You’ll find a tool on the hub that allows you to see what the impact of a payment break will be on your mortgage. While your credit rating won’t be impacted, lenders may make enquiries about your payment history and take this into account when making future lending decisions.

It will also guide those who’ve already received 6 months of payment support of what they can do next if they're still in financial difficulty.

What information will I need to hand?

  • your mortgage account number
  • if you’re not sure about your income and outgoings, you may find payslips, bills and bank statements helpful.

When should I go to the Hub for help?

If you’ve already taken out a payment break with us, wait until you’re in the last month of your existing holiday before heading over to the Hub to get the ongoing support you need.

If you haven’t asked us for any support yet but think you need it now, you can go to our Home Support Hub straightaway.

Home Support Hub

If you’ve already had 6 months of payment support, unfortunately, you can’t apply for any more payment breaks, but help is available if you still aren’t able to make your mortgage payments. We’ll send you a letter to let you know when your payment break is coming to an end, and what you can do next.

Find out what you can do next