Discuss payment difficulties

Give us a call and we'll talk through your situation.

• 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.

If you'd prefer someone else to speak about your account on your behalf, that's fine. You can give immediate verbal authority for someone to discuss your account which lasts for that working day. Please call us to confirm the details.

If you want them to be able to discuss the account permanently, download, print and complete the authorisation form, and send it our way. Either post it or email it to us at address below.

You can write to us about simple queries, but if it’s more complex we would need to speak about it. We know sometimes it’s hard to talk about finances, but we have dedicated specialists who are able to help find a solution.

You might find it helpful to work out a few figures, so we have the full picture and offer the right support. We only ask for this information to help support you and to allow us to agree the best solution for you. Try to work out:

• Your monthly income (including any benefits, pensions, bonuses or overtime).
• Your monthly household spending, including other debts. For Personal finance customers, our financial statement template is a handy way of gathering this information.
• You can email the completed form to us at collections@togethermoney.com or post it to us at Together, Lake Side, Lake View, Cheadle, SK8 3GW

If you want to seek other help before speaking to us, there are lots of independent free debt advice organisations you can speak to, please see the below section on ‘Free, impartial money advice’.

• We know one size doesn’t fit all, so we’ll take into account your individual circumstances to find a common sense solution, which is affordable and sustainable.
• We'll listen and allow you to talk through your situation, to try and understand how we can help you move forward.
• We'll be open and honest with you and will have no preconceptions.
• We'll outline the practical options available to you, whilst also ensuring we limit the impact any arrears have on what you pay in the long run.
• We're not authorised to offer you money advice, but we'll explain things in a way that makes your options clear. And we can point in the direction of other organisations who might be able to help with free, impartial advice.

• Once we've agreed a way forward, we'll keep an eye on how things are going.
• If your situation changes in any way, please get in touch to let us know.
  We can then look at your circumstances again.

• If you're experiencing financial difficulties, it may be worth talking to an independent party, such as a debt counsellor or a solicitor.

  There are many reputable not-for-profit organisations who can help you. Some of these are listed below, together with their contact details. These are external organisations with no connection to Together.

  MoneyHelper

  Set up by the Government, MoneyHelper (previously known as the Money Advice Service) offers free information and impartial money advice. They can help you understand how to manage your finances, and have online tools and calculators to help keep track of your money and plan ahead.

  You can contact the MoneyHelper over the phone on 0800 138 7777, and via online webchat

  StepChange Debt Charity

  StepChange Debt Charity is a registered charity providing free, independent, confidential and realistic advice and support to anyone who is in financial difficulty. Their free debt counselling and advice can help you repay your debts and gain control of your finances.

  If you’d like to speak to someone, call their helpline on 0800 138 1111.

  Shelter

  Shelter is a registered charity providing free housing support and advice covering a broad range of housing issues, including mortgage and secured loan arrears, court action and losing your home.

  There’s helpful information online, plus a webchat service, and they also offer face-to-face support – you can find details for your nearest housing adviser on the website.

  If you need urgent advice in a crisis, call their helpline (0808 800 4444).

  Citizens Advice

• The Citizens Advice service helps people resolve their legal, financial and other problems by providing free information and advice. They can offer help face-to-face or over the phone.

  You can access Citizens Advice at over 300 offices across the country, through webchat via the website, or by ringing the relevant number:

  • England – 03444 111 444
  • Wales – 03444 77 20 20
  • Scotland – 0808 800 9060
  • Northern Ireland – 0800 028 1881.

• Mortgages and some loans are secured against your property so you need to prioritise payment to those, along with utility bills, council tax, insurances and housekeeping.
• Check if you are eligible for state benefits or tax credits which will help increase your income. Details are available via this link.
• If you're a homeowner and get certain income-related benefits, you may be able to get help towards mortgage interest payments. This is called Support for Mortgage Interest (SMI). SMI is a loan, which you'll need to repay with interest when you sell or transfer ownership of your property. Details are available via this link.
• If you have insurance for income protection, get in touch with your provider to see what assistance they can offer.

1. 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: 0330 127 5893. Lines are open Monday to Friday, 9am to 5:30pm.
• Commercial customers: 0343 249 6486. Lines are open Monday to Friday 9am to 5:30pm.

2. How does being in arrears affect my credit file?

We share information with credit referencing agencies, and any missed or late payments on your account may show as in arrears on your credit file. This may affect your credit rating.

• Personal customers: 0330 127 5893. Lines are open Monday to Friday, 9am to 5:30pm.
• Commercial customers: 0343 249 6486. Lines are open Monday to Friday 9am to 5:30pm.

3. 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: 0330 127 5893. Lines are open Monday to Friday, 9am to 5:30pm.
• Commercial customers: 0343 249 6486. Lines are open Monday to Friday 9am to 5:30pm.

4. Can I have a payment deferral?

If you're struggling to make payments, please call us to discuss your circumstances. We can't offer payment deferrals on all of our products, but we'll always look at your options.

• Personal customers: 0330 127 5893. Lines are open Monday to Friday, 9am to 5:30pm.
• Commercial customers: 0343 249 6486. Lines are open Monday to Friday 9am to 5:30pm

5. 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: 0330 127 5893. Lines are open Monday to Friday, 9am to 5:30pm.
• Commercial customers: 0343 249 6486. Lines are open Monday to Friday 9am to 5:30pm.

6. 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: 0330 920 8470. Lines are open Monday to Friday, 9am to 5:30pm.
• Commercial customers: 0343 249 6486. Lines are open Monday to Friday 9am to 5:30pm.

7. Why is my balance higher than I expected?

This can happen if any of the following apply:

• Your account is (or has 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: 0333 920 8470.
Commercial customers: 0343 249 6486.

Lines are open 9am to 5.30pm, Monday to Friday.

8. 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: 0330 127 5893. Lines are open Monday to Friday, 9am to 5:30pm.
• Commercial customers: 0343 249 6486. Lines are open Monday to Friday 9am to 5:30pm.

9. 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:

10. 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: 0330 127 5893. Lines are open Monday to Friday, 9am to 5:30pm.

• Commercial customers: 0343 249 6486. Lines are open Monday to Friday 9am to 5:30pm.

11. 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: 0330 127 5893. Lines are open Monday to Friday, 9am to 5:30pm.
• Commercial customers: 0343 249 6486. Lines are open Monday to Friday 9am to 5:30pm.

12. 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: 0330 127 5893. Lines are open Monday to Friday, 9am to 5:30pm.
• Commercial customers: 0343 249 6486. Lines are open Monday to Friday 9am to 5:30pm.

13. 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: 0330 127 5893. Lines are open Monday to Friday, 9am to 5:30pm.
• Commercial customers: 0343 249 6486. Lines are open Monday to Friday 9am to 5:30pm.

14. 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.

15. 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: 0330 127 5893. Lines are open Monday to Friday, 9am to 5:30pm.
• Commercial customers: 0343 249 6486. Lines are open Monday to Friday 9am to 5:30pm.