1. Can I have a payment holiday?
If you're struggling to make payments, please call us to discuss your circumstances. We can't offer payment holidays on all of our products, but we'll always look at your options.
• Personal customers: 0161 333 7404. Lines are open Monday to Friday, 9am to 5:30pm.
• Commercial customers: 0161 333 7416. Lines are open Monday to Friday 9am to 5:30pm.
2. Can you reduce my payments?
We may be able to vary your monthly payments if you're struggling to make them each month.
Please call us to discuss your options and the impact this would have on your account with us:
• Personal customers: 0161 333 7404. Lines are open Monday to Friday, 9am to 5:30pm.
• Commercial customers: 0161 333 7416. Lines are open Monday to Friday 9am to 5:30pm.
3. Can you help me sell my property if I am struggling with my finances?
Yes, we offer a scheme called Assisted Voluntary Sale. This allows you to remain in the property while it's being sold. To discuss in more detail, please contact us
• Personal customers: 0161 333 7404. Lines are open Monday to Friday, 9am to 5:30pm.
• Commercial customers: 0161 333 7416. Lines are open Monday to Friday 9am to 5:30pm.
4. What happens if you repossess my property?
We'll only seek to repossess your property as a last resort. If we take possession of your property to recover the outstanding debt, we will:
- Provide you with reasonable time to collect all of your possessions.
- Sell the property to get the best possible price.
- Use the money raised from selling your property to repay your mortgage or loan and any other borrowing secured against your property.
- Use the money from the sale to cover any costs and charges associated with managing a property in possession.
- Return any money left over to you.
There are fixed and ad hoc costs associated with managing a property that we've repossessed. The fixed charges are detailed on our Tariff of Charges; we can share details of the ad hoc charges on request. If you’ve been declared bankrupt, the procedure may be different.
For more information, please contact us
• Personal customers: 0161 333 7404. Lines are open Monday to Friday, 9am to 5:30pm.
• Commercial customers: 0161 333 7416. Lines are open Monday to Friday 9am to 5:30pm.
5. What is a Law of Property Act (LPA) receiver?
An LPA receiver is appointed to take control of the property. They will:
- Arrange to collect any rental income to ensure essential payments are made.
- Make necessary repairs to the property if required.
Ultimately, they may look to sell the property to repay the outstanding mortgage.
They are appointed under the Law of Property Act and therefore no court action is required to appoint them to manage the property.
6. My account is in LPA receivership. Who do I contact about it?
You need to speak to the LPA receiver. They should have been in touch with you when they were appointed.
For more information, please contact us
• Personal customers: 0161 333 7404. Lines are open Monday to Friday, 9am to 5:30pm.
• Commercial customers: 0161 333 7416. Lines are open Monday to Friday 9am to 5:30pm.
7. What happens if the monthly interest is more than my monthly payments?
If the interest we're applying to your account is more than you're paying each month, your balance will be increasing and will leave you with an outstanding balance that's due at the end of your term.
You need to increase your monthly payments to ensure you repay your mortgage by the time it ends. Please call so we can review your account, confirm how much interest is accruing, and discuss the options available.
· Personal customers: 0161 333 7403.
Commercial customers: 0161 333 7416.
Lines are open 9am to 5.30pm, Monday to Friday.
8. Why is my balance higher than I expected?
This can happen if any of the following apply:
- You are (or have been) in arrears.
- You've made payments late.
- Charges have been added to your account.
These reasons will all cause your balance to increase. We also charge interest on these extra amounts. These weren't factored in when we calculated your payments, so you'll need to make additional payments to clear them if you want your mortgage to be repaid on time.
If you don't, you'll have a balance remaining at the end of term
If you're unclear about why your balance is higher than you expected, please call us and we'll shed some light on the situation.
· Personal customers: 0161 333 7403.
Commercial customers: 0161 333 7416.
Lines are open 9am to 5.30pm, Monday to Friday.
9. What do I need to do if I have a court hearing or eviction date?
Everyone's account history and circumstances are different, so please give us a call and we can go through the options available to you.
• Personal customers: 0161 333 7404. Lines are open Monday to Friday, 9am to 5:30pm.
• Commercial customers: 0161 333 7416. Lines are open Monday to Friday 9am to 5:30pm.
10. My mortgage won't be repaid on time and I can't afford to increase my payments. What can I do?
We understand that making additional payments to reduce your balance isn't always possible. If your circumstances improve and you can increase your payments before to end of your mortgage, we'd recommend you do so to reduce the amount of interest you have to pay.
If you can't increase your payments, meaning there'll be a balance outstanding when the term of your mortgage ends, please call us to discuss your options:
• Personal customers: 0161 333 7404. Lines are open Monday to Friday, 9am to 5:30pm.
• Commercial customers: 0161 333 7416. Lines are open Monday to Friday 9am to 5:30pm.
11. What are my arrears?
If you're behind with your payments, we'll write to you to confirm the amount that needs to be paid. If you want to check how much you're currently in arrears, we can confirm this over the phone:
• Personal customers: 0161 333 7404. Lines are open Monday to Friday, 9am to 5:30pm.
• Commercial customers: 0161 333 7416. Lines are open Monday to Friday 9am to 5:30pm.
12. What does my Court Order mean?
Your Court Order confirms how much you need to pay each month, and how long you need to pay it for.
These details were discussed and agreed at your hearing. If you have further questions about your Court Order, please give us a call
• Personal customers: 0161 333 7404. Lines are open Monday to Friday, 9am to 5:30pm.
• Commercial customers: 0161 333 7416. Lines are open Monday to Friday 9am to 5:30pm.
13. What is a default notice or demand notice?
A default notice or demand notice is a letter we send to inform you that you have missed two payments, or you are in breach of the terms of your agreement and payment is required. If you have received a default or demand notice, please give us a call to discuss it further:
• Personal customers: 0161 333 7404. Lines are open Monday to Friday, 9am to 5:30pm.
• Commercial customers: 0161 333 7416. Lines are open Monday to Friday 9am to 5:30pm.
14. Do I have to attend my court hearing?
We recommend you attend the hearing in order to explain the circumstances that have led to your hearing, but it's not compulsory.
If you need financial support, there is free, independent financial advice available from the Money Advice Service, Shelter, Step Change Debt Charity and Citizens Advice.
If you have further questions about your court hearing, please call us:
• Personal customers: 0161 333 7404. Lines are open Monday to Friday, 9am to 5:30pm.
• Commercial customers: 0161 333 7416. Lines are open Monday to Friday 9am to 5:30pm.
15. How does being in arrears affect my credit file?
We share information with credit referencing agencies, and any missed payments on your account may show as in arrears on your credit file. This may affect your credit rating.