Paying your mortgage

We know that the rising cost of living and higher interest rates are affecting many of our customers. If you’re struggling to pay your mortgage or worried you might struggle in the future, we’ll work hard to support you and treat you fairly.

Mortgage Charter

If you are looking to switch to interest-only or extend your mortgage term via the Government's Mortgage Charter scheme, please visit our dedicated Mortgage Charter webpage.

Why you should speak to us

Please don’t feel you’re alone. Thousands of mortgage customers get help from their lender every year. We’re always here to listen to you, whatever your situation. And the sooner you contact us, the better we’ll be able to support you – even if all your payments are currently up to date.

Just talking to us won’t cause anything to show up on your credit file. Only we will know about the conversation, so we can work together to find a way to help you.

Before we agree together to make any changes to your payments or other arrangements, we’ll:

  • Talk you through these changes
  • Help you to understand their impact
  • Give you some time to decide whether to move forward with them.

How to contact us

If you need to speak to a member of our support team, please phone:

  • Co-operative Bank mortgage holders – 08000 288 288 (Call charges)
  • Platform & Mortgage Agency Services mortgage holders – 0333 321 5965 (Call charges)

What we will do to support you

We will listen to you and:

  • Make a note of your circumstances
  • Assess your financial situation
  • See how we can best help you
  • Explore a way forward that has your best interests at heart.

What we may be able to do to support you

We may be able to:

  • Agree a period of time to repay your missed payments which is affordable to you
  • Allow you to pay back your mortgage over a longer period of time, which would reduce your monthly payments
  • Change the way you make your payments, or the date you make them
  • Consider a temporary change to paying only the interest on your mortgage, which would reduce your monthly payments
  • Assist you with selling your property if your mortgage is no longer affordable for you – this is known as the Assisted Voluntary Sale (AVS) scheme and allows you to remain in your home whilst it’s sold.

Other options are also available, so it’s important that you speak to us so we can tailor our support to your circumstances.

What you can do

We know falling behind on mortgage payments is stressful. There are a few things you can do to make sure you get the right support for your situation, including:

  • Send us a few details of your circumstances and financial situation
  • Tell us as soon as possible if you’re having problems making your mortgage payments or think you might experience problems in the immediate future
  • Stay in contact with us and let us know if you change telephone number or address
  • Seek debt advice if you would like help with managing your finances
  • 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 – for example, Mortgage Payment Protection Insurance
  • Keep to any payment plans we agree with you, or let us know if there’s a change in your circumstances which may affect the arrangement – if you do not make the agreed payments or you do not keep us updated on your circumstances, we may be left with no other option but to go to court to seek to recover any money you owe us, or to repossess your property.

If you would prefer to discuss your situation with a separate organisation first, you can read below about independent organisations that offer advice and support.

How to send us details of your circumstances and financial situation

Sending us details of your circumstances and financial situation helps us to give you the most relevant advice as quickly as possible. You can do this by:

  1. Downloading and saving the income and expenditure form (PDF).
  2. Completing the form – you can do this directly within the PDF.
  3. If you have a Co-operative Bank mortgage, please send your completed form to
  4. If you have a Platform mortgage, please send your completed form to

Penalties for missed payments

We don't apply penalties for missed payments.

Selling your home or taking loans

Some companies offer solutions to mortgage payment problems which aren’t always in your best interest. Please be mindful of:

  • Companies who offer to buy your property for a ‘quick sale’ – they will often offer less than the market value for the property
  • Companies who invite you to sell your property to them and then lease or rent it back from them
  • Companies who offer loans with unusually high interest rates.

If you’re considering any of the above, we would advise you to seek independent advice, by speaking to an external debt charity such as StepChange on +44 (0)800 138 1111 (Call charges).

If you’re thinking of selling your property, it’s a good idea to get a free valuation of your property from a local estate agent.

You may be thinking about handing your keys over to us. If you do this, you will still owe us any outstanding debt once we sell the property, so please discuss this with us first.

Independent organisations offering advice and support

You can contact a number of organisations that provide free, confidential and impartial advice.


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.

Not found what you're looking for?

Contact our support team