If you’re going through a difficult and stressful time, please contact us as soon as possible. We’ll try to support and help you to take the pressure off and make managing your account a bit easier. We’ll talk through some options that could make your payments more manageable, or give you some room to breathe. Talking to us won’t affect your credit file. If you agree to an arrangement with us then this maybe reflected on your credit file, but this could happen if you miss payments anyway.

You can call 01733 821 388 or email mortgage.support@aldermore.co.uk and please remember to include your name, account number and contact telephone number.

If you’re not feeling up to talking to us, you can ask us to speak to someone else on your behalf. In line with Data Protection laws, you’ll need to give your permission before we can speak to them, so please let us know on the contact details above. While we can speak to someone else about your mortgage, only you can make changes to it.


What we'll talk about

We know speaking about finances can be daunting so to help you prepare we’ve outlined below the types of things we’ll talk about during the call: 

  • Discuss your situation so we can understand any issues you’re experiencing
  • Ask you about your income and outgoings and any debts* you may have
  • Explore potential solutions to your situation for example, we’ll see if we can make changes to your mortgage, such as moving your payment date
  • Provide independent contacts if you would like more financial advice or support


*Please note we are unable to provide you with advice about debts you may have with other organisations.

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Your finances

Help us to understand the bigger picture.

We’d recommend you complete our income and expenditure form so we have a clear picture of your monthly expenses and how we can best support you.

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Getting back on track

  • Review your budget
  • Download the Income and Expenditure form
  • Review your monthly income and outgoings
  • Consider your financial priorities. Always ensure that you pay essential bills first. These will include:
    • Mortgage repayments
    • Council tax
    • Utility bills
    • Home and Car insurance
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Contact your creditors and let them know about your situation. You should consider your financial priorities when contacting your creditors and pay essential bills first. Although they may encourage you to make full repayments, it’s always best to be open and clear about your situation and let them know how much you can realistically afford to pay.  You can then work with them to come up with a repayment plan.

Who else can help?

If you’d like independent debt advice there’s a range of services available including government agencies, free advice agencies and others that charge a fee. The services below will help you with carrying out an assessment, budgeting and offer a full tailored solution for your circumstances.

Money Advice Trust –nationaldebtline.org
or call 0808 8084000

Citizens Advice adviceguide.org.uk

PayPlan – payplan.com
or call 0800 280 2816

Financial Conduct Authority - www.fca.org.uk
for guidance on how to prioritise your debts and budget planning

Money Helper -moneyhelper.org.uk

The impact of missing payments

It’s not great to hear, but it’s important to be aware of what can happen if you stop making repayments. It’s going to affect your credit file, and a poor credit score could mean:

  • You get rejected for future credit applications
  • It could affect your ability to get a mortgage in the future
  • It could affect anyone who is financially associated with you (for example through a joint bank account or credit account) and impact their ability to get credit.

If you continue to miss payments, we could apply fees to your mortgage, and as a last resort, take legal action to repossess your property to recover the amount you owe us.

Subject to status. Your mortgage is secured on your property.  Your property may be repossessed if you do not keep up repayments.