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Clients concerned about their mortgages

If a client comes to you because they’re worried about meeting their mortgage payments you can provide information to help them consider all the available options.

Information you can offer you client

  • Encourage them to contact their lender as soon as possible – and reassure them that lenders will be sympathetic and provide as much help as possible. If they’re concerned about doing so, you could refer them to the page ‘Worried about your mortgage’ on the CML website. This has more information on how lenders try to help customers who are in difficulty.
  • If you’re not their financial adviser, suggest they check whether they have any insurance policies which may cover the repayments – if they have, encourage them to contact the insurance provider or an IFA.
  • Suggest that they contact one of the many organisatons listed below which offer free and independent money and debt advice.
  • If they’re on a low income, suggest they check to see if they’re eligible for state benefits which could increase their income and/or help with their mortgage repayments. The free organisations listed below will be able to help them with this – or they can read plain English guides in the ‘Benefits and financial support’ section of the Directgov website.
  • Refer them to the FSA’s ‘Moneymadeclear’ website. This has plain English guidance on managing money and what to do if you can’t pay your mortgage. Go to the mortgages section of the ‘Moneymadeclear’ website.

Organisations providing free money and debt advice

  • Citizens' Advice Bureau – their ‘Adviceguide’ website offers online guidance on coping with debt. If your client would prefer to speak to someone, they can search online for their nearest CAB branch. Clients based in Scotland can go to the Citizens Advice Bureau Scottish website.

  • National Debtline – offers free, confidential advice on all aspects of dealing with debt. Telephone 0808 808 4000 (open Monday to Friday 9.00 am to 9.00 pm and Saturday 9.30 am to 1.00 pm). The site includes factsheets, self-help packs, letter templates and an interactive budget planning tool. The National Debtline website

  • Money Advice Scotland – provides links to agencies offering independent, confidential and impartial money advice service. Go to the Money Advice Scotland website.

  • Shelter - offers comprehensive advice on all aspects of housing, including avoiding repossession and what to do if you’re being repossessed. Telephone 0808 800 4444 (open 8.00 am to 8.00 pm seven days a week). Go to the Shelter website.

  • Consumer Credit Counselling Service (CCCS) - offers help in resolving multiple debts. Their free helpline is 0800 138 1111 (open Monday to Friday 8.00 am to 8.00 pm). Go to the CCCS website.

  • Credit Action – a sister charity of CCCS, offering online support and advice on dealing with or avoiding debt. Go to the Credit Action website.

  • Payplan – provides online guidance and free confidential advice on debt problems. Telephone 0800 917 7823 (open Monday to Friday 8.00 am to 9.00 pm, Saturdays 9.00 am to 3.00 pm). Has a website section dedicated to Mortgage Arrears & House Repossession.

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