What to expect

In these uncertain times, we are here to back you. Especially when it comes to your home. If you’re concerned about paying your mortgage, we can help.

It may sound obvious, but when you have missed payments, the best thing you can do is get your mortgage back on track as soon as you can.

The important first step is to call us, on 0818 251 008. We will listen to your situation and then suggest the next best course of action. We can work with you to get your mortgage back on track.

You can also find some helpful information on our FAQ page.

Our four step Mortgage Arrears Resolution Process

If you have been instructed to complete an SFS, we have a four step process known as the Mortgage Arrears Resolution Process (MARP) to work with our homeowners to resolve arrears. If you’d like more detail about the MARP process then see here.



Get in touch

When we write to you the best thing to do is to call us when you get our letter. The sooner you do, the sooner we can work out a plan. Our team have lots of experience and can explain the next steps, talk to us on 0818 251 008.

Filling out your SFS

Next, you need to fill out your Standard Financial Statement (SFS). There’s a lot in it, but it is the only way to get a clear picture of your finances. If you prefer one of our people will help you fill out the SFS over the phone. You’ll also have to give us other documents such as bank statements and wage slips. The sooner you fill out the form, the quicker we can get to a solution. See more about SFS here.


Getting to the solution

Once we have your SFS and the documents we need, we will see what solution may be available to deal with your mortgage arrears. In most cases there will be a solution for you. For this to happen we need the form fully completed and any other documents we ask you for. That’s the only way we can come with a solution.

We agree a solution

In most cases there will be a solution for you. While every case is different some examples of solution are:

  • Temporarily reduced payments - where the monthly payment amounts go down for a while
  • Arrears added to total amount you owe -where the arrears amount is paid off over time
  • Term extension - where the mortgage is paid off over a longer period

But by far the best and cheapest solution is to pay all your arrears. Whether you do that or we agree a solution, it means you have a plan and that’s always better than ignoring the situation.

That’s the overview. If you’d like more detail about the MARP then see here

You can download the SFS form below. Many of our customers call our people on the phone to get some help doing the form.


Talk to Us

If you are worried about your mortgage payments call us today.
Call us on 0818 251 008

SFS Form and Guide

Start your online SFS


Other Support

Get Independent Advice


Other Support 

Get Independent Adivice

Mortgage to rent

Find out more about the Mortgage to Rent Solution