Support for an illness

If you’re affected by either a long or short term illness, this can make you worried and stressed about your finances and affect your ability to maintain your payments

We want to make it easy for you to find support when you need it. We understand any illness can negatively impact how you manage your day-to-day activities, including making decisions about your finances and managing your money.

We will listen

By understanding your situation and how it may affect your ability to manage your mortgage, we can offer support that’s tailored to you. This helps us make thoughtful, personalised decisions about your account.

Calling us

If you call us be reassured, the information you provide to us is treated as confidential and will only be shared with colleagues who are managing your account and only disclosed to any third parties instructed by ourselves.

With your permission we will make a note on your account of the information you have provided to us. This will also help you, so you will not have to repeatedly tell us about your circumstances.

If you need help, please call us on 0344 472 6124. We have specialist teams and we’re open Monday to Friday from 8.30am to 5.30pm.

If you’re having payment difficulties please call us from 8am to 8pm, and Saturday from 9am to 1pm (excluding bank holidays).

Send us a message

If you don’t feel able to call that’s fine – you can send us a secure message through our Self-Serve online system  we’ll reply as soon as we can.

Asking a friend to help

If you want a friend or relative to help – they can support you in managing your mortgage whilst you’re having difficulties, we’ll tell you about or send your details on how you can give them authority to discuss your account.

You can find out more about giving someone Third Party Authority in the Making Changes page of our website.

We want to help

If you’re worried about making your monthly mortgage payments or are already struggling, please call us on the above number and we’ll try to help. Simply talking to us won’t affect your credit file – and the sooner you get in touch the better, as there are often more ways we can help.  

Requesting correspondence in an alternative format

If you’re having difficulty understanding any letters we’ve sent you, there could be ways we can help, such as by providing you with the same or similar material, in an alternative format.

Some of the alternative formats we offer include:

• Braille
• Large print
• Audio formats
• Coloured paper
• Non-standard text

We’re here to help, so please let us know if this would be useful.

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Organisations offering support

If you are not already speaking to anyone, please see this list of organisations and charities that offer free emotional and practical assistance. This includes expert advice to help you manage your finances and stay in control.

Please note, this page contains links to external websites. We are not responsible for the content of external websites.