Money worries

Having trouble paying?

We know that circumstances can change, which could make it hard to meet your monthly mortgage payments. If you're finding it difficult to repay your mortgage - or think you may do soon - we're here to do everything we can to help. The important thing is to talk to us sooner than later.

Who should you talk to?

If you're struggling or falling behind on your mortgage payments, our dedicated teams are here to help. We’ve got years of experience in helping people manage their money and get back on track, and we’ll always be sympathetic and treat you fairly.

To support you, we’ll need some information from you to help us understand you current situation. Before you get in touch with us, it’d be useful if you can get as much up to date information together as you can about your income, your spending and any other debts you may have. By having your up to date information available, this will allow us to work with you to explore solutions and discuss the options available to you.

Buy to let customers

If you’re a buy to let customer, we’ll talk through your current situation and discuss the options available to you. Before you get in touch with us, please have the following information to hand. We’ll need to know:

  • How much rental income you receive each month
  • Your rental costs, for example how much is spent on agent fees, insurance and maintenance each month
  • About your personal income, outgoings and debts.

You can call us on 0800 212 508. Lines are open 8am to 6pm Monday to Friday, and 9am to 12pm on Saturdays. Please have your mortgage account number to hand when you call. 

Residential customers

The quickest way to share your information with us is on our Mortgage support page. You can use this if you’re finding it difficult to repay your mortgage, whether you’ve been impacted by coronavirus or not. Once you’ve updated your information we’ll call you back usually in within a few days, to talk through the options available to you.

If you don’t have access to share your information via our Mortgage support page, or need to speak to someone urgently, you can call us on 0800 212 508. Our lines are open 8am to 6pm Monday to Friday, and 9am to 12pm on Saturdays. Please have your mortgage account number to hand when you call.

Here are examples of what we’ll need to know:

  • Your income – for example salary, any income support or tax credits
  • Your spending – for example mortgage payments, household bills and everyday spending
  • Your debts – for example loans, credit cards or any arrears

Write to us

Or, if you prefer, you can write to us about your circumstances:

The Mortgage Works
Collections Department
Portman House
Richmond Hill
Bournemouth
Dorset
BH2 6EP

Need some additional help?

It can be difficult making financial decisions at the best of times, but it becomes especially challenging when you or a loved one are affected by a serious illness or are experiencing an unexpected change in personal circumstances.

You don’t have to make those decisions alone. Our Specialist Support Service is designed to help you with any financial concerns you or your family may have. To find out more, call us in confidence on 0800 917 23 93, lines are open Monday to Friday 9am-5pm and Saturday 9am-1pm.

Find out more about our Specialist Support Service.

Where else can you get advice and information?

As well as getting help and advice from free debt advice organisations, you can also contact credit reference agencies that can provide you with further information.

Mortgages are secured on your property. You could lose your property if you do not keep up payments on your mortgage.

The Mortgage Works is not responsible for content or availability of external websites. The Mortgage Works does not make any recommendations or endorse any advertising, products, services or other content on external websites. Views expressed on third party websites are those of the public and unless specifically stated, are not those of The Mortgage Works nor Nationwide Building Society.