Paying your mortgage

If you are having trouble paying your mortgage, we will try to help you and give you advice, please ring our mortgage helpline on 08000 288 288^.  The following section explains how we will treat you fairly, and what steps you should take to help yourself.

We will

  • Contact you as soon as possible to discuss your problem.
  • Talk to an agency which gives debt advice (for example, StepChange Debt Charity), if you want us to.
  • Give you reasonable time to pay back the debt.
  • Only start proceedings to repossess your home if we cannot solve the problem with you.

We might be able to

  • Arrange a new payment plan with you, taking your and our interests into account.
  • Change the way you make your payments, or the date you make them.
  • Allow you to pay back your mortgage over a longer period of time (which would reduce your monthly payments).
  • Change the type of mortgage.
  • Assist you in selling your property (known as Assisted Voluntary Sale (AVS) scheme)

If we can make one of these arrangements with you, we will explain how it would work and give you time to consider.

If, however we can not offer any of these options, we will explain why and we might agree to you remaining in the property to sell the property yourself depending on your circumstances.

What you can do to help us

  • Tell us as soon as possible if you are having problems repaying your mortgage or think that you might experience problems shortly.
  • Seek debt advice if you would like help with managing your finances.
  • Contact us quickly, if we try to contact you.
  • Make sure you keep any other people paying the mortgage, and anyone guaranteeing the mortgage, up to date with what is happening.
  • Keep to the payment plan we agree with you, or tell us if there is a change in your circumstances which may affect the arrangement. If you do not make the agreed payments, we might have to go to court to get back any money you owe us, or to repossess your property.
  • Check whether you can get any state benefits or tax credits which could help to increase your income.
  • If you have an insurance policy, check whether it would help with your payments.
  • Tell us if you move to a new address.

If you would prefer to discuss with an external debt counselling charity who can provide free advice tailored to your individual circumstances, then please ring the StepChange Debt Charity helpline on 0800 138 1111^ or visit the StepChange website.

You can also contact the National Debtline on 0808 808 4000^ or visit the National Debtline website for more assistance.


Your opinion is very important to us. Listening to your views helps us grow as a company and stay on track with what you, our customers, want. For full information regarding our complaints procedure please visit The Co-operative Bank complaints.

Other issues

Some companies may offer you new loans or even invite you to sell your property to them and then lease it back as a way of resolving your short term financial difficulty. Please be careful, as such actions may not be in your long term best interests. We would advise you to seek independent advice before entering into any arrangement of this type. You may be thinking about handing your keys over to us. If you do this, you will still owe us any outstanding debt, and we would advise you to discuss this option with us before taking such action.