Support
Sources of support and advice from us and impartial organisations.
- Mortgage worries
- Interest only mortgages
- Switch to another lender
- Making a complaint
- Independent help
Worried about your mortgage payments?
Whether you’re behind on your mortgage, worried you might miss a payment, or coming to the end of your mortgage term with no plan in place, you’re not alone. We’re here to help. You can reach our team of experienced agents by calling 0330 159 7152. Our phone lines are open Monday to Friday 8:00am – 8:00pm.
If you’re on interest only and you don’t have a plan or you’re worried that it might not be enough, the sooner you act the better. Visit our Your interest only mortgage section to look at your options and the ways we may be able to help you.
You can also visit our Independent help and support page. Here you’ll find details of useful organisations and our factsheets that can provide you with details of free help and support for dealing with your finances.
We know that it can be tough to talk about money.
If you’ve missed a payment on your mortgage, or are worried that you might, we can help. Simply speaking to us won’t affect your credit file.
We’re here to support you and can help you get back on track. The sooner you talk to us, the more we can do to help.
We’ve put together this step-by-step guide to let you know what to expect when you speak to us.
Step 1
We’ll understand your circumstances
We’ll ask you some questions to help us understand what’s changed. It’s best to be as open and honest as you can as this will help us to understand how we can help. If your circumstances are affecting your ability to manage your account, you should tell us about this as we may be able to adapt our service to better support you. This could be anything from a health condition to a recent life event like a bereavement or divorce.
If you have debts with other companies or want independent advice, we might recommend you speak to a debt advisor. A debt advisor will look at your overall financial position and recommend ways to deal with your debts. They won’t tell anyone you’ve spoken to them unless you instruct them to act on your behalf and speaking to them won’t affect your credit score. Many people say they had their first good night’s sleep in months after speaking with a debt advisor*. You can find details of the debt advice organisations we work closely with under the Independent help & support tab on this page.
*Source – StepChange Debt Charity – June 2023
You may be eligible for Government support
If you’re on a low income or certain means-tested benefits, you may be able to get government help with your mortgage payments. This is called Support for Mortgage Interest or SMI. You can find out more information about how the SMI scheme works here.
Step 2
We’ll ask for your financial information
We’ll need some financial information to understand your current situation. This helps us work out what options and support may be suitable for you. We’ll usually ask you to complete an income and expenditure (sometimes called an I&E) form, to give us a clear picture of your financial position.
The quickest and easiest way to give us this information is by providing it online. We’ve partnered with Paylink to help make it as easy as possible for you to do this. Simply click on the link to set up an account and then follow the step-by-step process to create your personal budget. Once you’ve finished, we’ll use this information to understand how we can help you.
If you don’t want to provide this information online you can call us on 0330 159 7152, and complete it over the phone. Or, ask us to send out a paper form for you to complete at home and post back to us.
Important information when completing an income and expenditure form:
- Have information like payslips, bank statements and how much you spend on your household bills ready when you start. The more information you can give us, the better.
- Be as accurate as possible. This is so we can be sure that any arrangement we agree is affordable for you.
Step 3
We’ll explain your options
We’ll use the information from your income and expenditure form to work out what options may be suitable for you. We’ll then talk you through them. We’ll explain what they mean to you, whether they’ll affect your credit file and if you’ll pay more interest as a result.
Step 4
We’ll agree a solution
We’ll work with you to agree the most appropriate solution that’s tailored to your needs. This may be a short-term solution to help you get back on your feet, or a longer-term solution to pay back any arrears.
Our priority is to support you in remaining in your home, but this isn’t always possible. This may be because you can no longer afford your mortgage payments or to pay back your outstanding arrears by the end of the term. If this is the case, we can work with you to give you the time you need. This might include allowing you to remain in your property whilst you put it on the market and wait for it to sell.
If we can’t agree a solution or get in touch with you, we may instruct our solicitors to take possession action which could result in you losing your property. This is always a last resort and something we’ll only do when we’ve exhausted all other options. We won’t take possession of your property for at least 12 months from the date of your first missed payment (unless you ask us to, or we’re told that it’s empty).
Important information if we begin possession action:
Housing Loss Prevention Advice Service – Earlier Advice for Mortgage Customers
In August 2023, the government launched the Housing Loss Prevention Advice Service (HLPAS), which provides access to free legal advice and representation if you’re at risk of losing your home. Advice is provided by third-party advisors such as Shelter, local law centres and firms of solicitors.
You can use this service from the point we send you a written notice of our decision to seek possession of your property. The service can help you access free legal advice about your mortgage, housing, debt or welfare benefits regardless of your financial circumstances. If you’re required to attend a court hearing, they may be able to represent you.
How can you access this service?
You can find your nearest HLPAS provider by typing in your postcode at https://find-legal-advice.justice.gov.uk/ and ticking the box “Housing Loss Prevention Advice Service”.
Your interest only mortgage
The end of your mortgage may seem like a long way off, but we know that time flies. We want to be sure that you’re in the best position to pay back your interest only mortgage by the end of the term. That’s why we’ll contact you regularly to find out about your plans.
Why you need a plan
When you have an interest only mortgage, your payments only cover the interest. They don’t include the cost of any repayment plan to pay off the capital (the money you borrowed). It’s your responsibility to pay back the capital at the end of the term.
It’s important you have a repayment plan in place to repay your interest only mortgage when it ends. Your latest mortgage statement will tell you exactly how much you owe and when your term is due to end.
If you have a repayment plan, you should check it regularly to make sure it’s on track. We recommend that you do this at least once a year. If you don’t have a plan or you’re worried that it might not be enough, we can help. Call our dedicated team now on 0330 159 7153. Phone lines are open Monday to Friday 08:30am-6:00pm.
Your options
If you don’t have a plan or you’re worried that it might not be enough, the sooner you act the better. Call our dedicated team now on 0330 159 7153. Phone lines are open Monday to Friday 08:30am-6:00pm. There are a range of options available to help you deal with your outstanding balance which we’ve detailed below for you. What’s right for you will depend on your circumstances so don’t worry if none of these options are a perfect fit, you might need a combination of more than one to help get you to where you need to be. We can offer advice on your existing mortgage but if you need advice on all the options available, we recommend you obtain independent financial advice.
What if I can’t pay back my interest only mortgage?
We’re here to help. We understand it can be hard to talk about your finances or admit you need help, but we’re here to support you. The earlier you speak to us, the more we can do to help
Speaking to us won’t affect your credit file. You can reach our team of experienced agents by calling 0330 159 7153. Phone lines are open Monday to Friday 08:30am-6:00pm.
We’ve put together this step-by-step guide to let you know what to expect when you speak to us.
Step 1
We’ll understand your circumstances
We’ll ask you some questions to help us get a full understanding of your current situation. It’s best to be as open and honest as you can as this will help us to understand how we can help. You should continue to pay at least your normal monthly payment once the term has ended as this will stop the amount you owe from increasing while you work out how to pay it back. If you can’t afford to pay this amount you should let us know when you speak to us.
If you have debts with other companies or want independent advice, we might recommend you speak to a debt advisor. A debt advisor will look at your overall financial position and recommend ways to deal with your debts. They won’t tell anyone you’ve spoken to them unless you instruct them to act on your behalf and speaking to them won’t affect your credit score. Many people say they had their first good night’s sleep in months after speaking with a debt advisor*. You can find details of the debt advice organisations we work closely with under the Independent help tab on this page.
*Source – StepChange Debt Charity – June 2023
Step 2
We’ll ask for your financial information
We’ll need some financial information to understand your current situation. This helps us understand what options and support may be suitable for you. We’ll usually ask you to complete an income and expenditure (sometimes called an I&E) form, to give us a clear picture of your financial position.
The quickest and easiest way to give us this information is by providing it online. We’ve partnered with Paylink to help make it as easy as possible for you to do this. Simply click on the link to set up an account and then follow the step-by-step process to create your personal budget. Once you’ve finished, Paylink will tell us and we’ll use this information to understand how we can help you.
If you don’t want to provide this information online you can call us on 0330 159 7160, and complete it over the phone or ask us to send out a paper form for you to complete at home and post back to us.
Important information when completing an income and expenditure form:
- Have information like payslips, bank statements and how much you spend on your household bills ready when you start. The more information you can give us, the better.
- Be as accurate as possible. This is so we can be sure that any arrangement we agree is affordable for you.
Step 3
We’ll explain your options
We’ll use the information from your I&E to work out what options may be suitable for you. We’ll then talk you through them, explaining what they mean to you and any implications.
Step 4
We’ll agree a solution
We’ll work with you to agree the most appropriate solution that’s tailored to your needs. For example this could be a short-term solution to allow you to seek independent advice, or a longer-term solution to pay back the outstanding balance.
Our priority is to support you in remaining in your home, but sadly this isn’t always possible. If this is the case, we’ll work with you to give you the time you need. This might include allowing you to remain in your property whilst you put it on the market and wait for it to sell.
If we can’t agree a solution with you or we can’t get in touch with you, we may instruct our solicitors to begin possession action. This could result in you losing your property. This is always a last resort and something we’ll only do when we’ve exhausted all other options.
You may be eligible for Government support
The Scottish Government is running a pilot to extend the support provided by its Home Owners’ Support Fund to customers who have reached the end of their mortgage term and can’t afford to pay back the outstanding balance. This scheme allows you to keep living in your own home as a tenant, part-owner or part-tenant. If you live in Scotland, you can access more information at www.mygov.scot/home-owners-support-fund. To apply, you must visit an approved money advisor such as the Citizens Advice Bureau or your local authority debt advice service.
Switching to another lender
You may be able to get a cheaper mortgage with a new lender if your mortgage is up to date, you’ve made your last 12 payments in full and on time, and you’re not looking to borrow any more money (except to cover product or adviser fees). This is because new rules allow lenders to carry out a more relaxed affordability assessment, where all they have to do is demonstrate that your new mortgage is more affordable than your current one.
Finding out if you’re eligible
To see if you can switch to a cheaper mortgage visit www.moneyhelper.org.uk and complete the simple questionnaire.
To help you complete the questionnaire as accurately as possible, it would be useful to have your latest mortgage statement to hand. The questionnaire takes five minutes to complete and when you get to the end you’ll receive an indication of whether you may be able to get a cheaper mortgage elsewhere. There’ll also be information on where you can get advice on the options available to you.
Further information
You can get advice from an independent mortgage adviser. Although some advisers provide free advice, some may charge a fee so you should always check this first.
Alternatively, you can contact StepChange Financial Solutions who provide free, impartial, whole-of-market mortgage advice tailored to your individual circumstances.
This doesn’t mean that you won’t be able to in the future, there’s lots you can do to help yourself get ‘mortgage ready’.
- Check your credit file
You can check your credit file with one or all of the three main credit reference agencies: Equifax, Experian and TransUnion. This will tell you if you have any defaults or missed payments that may be affecting your credit score. Make sure your record is accurate and up to date. You can dispute anything you don’t agree with. - Check that you’re registered on the electoral roll.
Lenders use this to confirm who you are. Not being on it could lead to you being turned down.
To check you need to contact your local Electoral Registration Office. - Get debt advice
If you have unsecured debts like loans and credit cards, you may benefit from speaking to a debt advisor. They can look at your entire situation and provide individual support to help you. You can find details of the debt advice agencies that we work closely with here. - Review your budget
You can use our online budget planner to see how much you’re spending and what you’re spending it on. This might help you spot things like subscriptions you’re no longer using or things you may be able to get cheaper, like mobile phone contracts or tv packages. - Overpay your existing mortgage
If you can afford to, overpaying your mortgage means you can save money on the interest you pay. It will also increase the amount of equity you have in your property, which means that you may benefit from a better rate with a new lender. We don’t charge any early repayment charges, so there’s no limit to the amount you can overpay by. Check out our Overpayments Section to see how much you could save.
Making a complaint
We’re sorry if we haven’t got things right. Sometimes we get things wrong, but telling us about it gives us the chance to fix things for you. It also helps us try and stop the same thing happening again in the future.
- Calling us on 0330 159 7152.
Phone lines are open between 8.30 am and 6.00 pm Monday to Friday. - Emailing us through our online complaint form
- Writing to us at:
Landmark Mortgages, PO Box 115, Skipton, BD23 9FE. - Sending us a message through our online self-serve facility.
To do this you must be registered to use the service.
What we need from you…
To help us deal with your complaint as quickly as possible, we need the following information:
- Your name and address
- A phone number we can contact you on
- Your account number
- A description of your complaint and how it’s affected you
Complaints
If we can deal with your complaint within three working days, we’ll call you to make sure that you’re happy with our decision. If you are, we’ll send you a letter to confirm this.
- If we can’t deal with your complaint within three working days, we’ll send you an acknowledgement letter within five working days to let you know that we’ve received your complaint.
- We’ll give you a reference number in case you need to contact us about your complaint.
- We’ll keep you updated of our progress throughout our investigation.
- Once we’ve completed a thorough investigation, we’ll give you a final response. This will outline the details of our investigation, how we reached our decision and what we’re going to do to put things right.
We have eight weeks to resolve your complaint, but we’ll do everything we can to deal with it as quickly as possible.
If we can’t complete our investigation within eight weeks, we’ll send you a letter to let you know and tell you what steps you can take. This will include letting you know that you can go to the Financial Ombudsman Service (FOS) if you’d rather not wait for us to complete our investigation.
Financial Ombudsman Service
If you’re not happy with the outcome of your complaint, you can ask the Financial Ombudsman Service (FOS) to look at it for you. This is a free, independent and impartial service that helps resolve disputes.
Although you can refer your complaint to FOS at any time, they’ll ask our permission to investigate complaints where:
- You haven’t complained to us first, to give us the chance to put things right.
- You have complained to us, but we haven’t given you a final response and we’re still within our eight week timescale.
We’ll give you information about your right to refer your complaint to the FOS in our final response. If you do so, it should be within six months of the date of our response.
- By phone
Call them on 0800 0234 567. - Online
Send an email to [email protected] or visit their website. - By post
Write to them at: Financial Ombudsman Service, Exchange Tower, London E14 9SR.
Independent help & support
We all need a little help from time to time. If money is a bit of a struggle for you at the moment, or you’re going through a hard time, you’re not alone. We have a team of specially trained colleagues who can help you if you’re struggling with your mortgage payments. You can contact them on 0330 159 7152. Phone lines are open Monday to Friday 8:00am-8:00pm.
If you prefer to speak to someone independent, we’ve put together a list of useful organisations below that can provide you with free help and support for dealing with your finances and taking care of your wellbeing.
- Taking control of your finances (Your resources) factsheet which gives you information and contact details for useful organisations that can provide you with help and support.
- Taking control of your finances (Your 6-step plan) factsheet. This provides helpful information and support for dealing with your finances.
Help with your money
Money Helper
- Helps customers daily to develop their money management skills.
- Provides a useful tool to help calculate your monthly budget.
StepChange Debt Charity
- Offers a structured programme of advice on how to manage your money.
- Support available online 24/7 and by phone.
Money Advice Scotland
- Provides details of advice agencies throughout Scotland.
- Offers a free, independent, impartial and confidential advice service.
Visit Money Advice Scotland website
PayPlan
- Offers free, simple debt advice to anyone who needs it.
- Instant support tailored to your needs. Available through phone, WhatsApp, live chat and 24/7 online.
National Debtline
- Provides a telephone advice service.
- Will help you take the key step of doing a budget, to find solutions tailored to your situation.
Visit National Debtline website
Business Debtline
- Offers free, expert advice for self-employed and small businesses across England and Wales.
- Can help if you need advice for someone else or want to be anonymous.
Visit Business Debtline website
Support for your wellbeing
Mind
- Mental health support whenever you might need it through information, advice and local services.
- Make mental health an everyday priority across England and Wales.
Samaritans
- Available 24 hours a day, 365 days a year if you’re struggling and need some one to talk to.
- Get in touch about anything that’s troubling you, no matter how large or small the issue feels.
Macmillan Cancer Support
- Support and information if you, or someone you care about has been diagnosed with cancer.
- Provides information about cancer and support services, including help with money and work.
Support during hard times
Job Centre Plus
- Can advise which national and local government benefits you’re entitled to.
Visit Job Centre Plus website (GOV.UK)
Citizens Advice
- Provides advice on debt, work and benefits to help you find a way forward, whatever the problem.
Shelter
- Offers advice, support and legal services if you’re at risk of losing your home.
Housing Loss Prevention Advice Service (HLPAS)
- Provide access to free legal advice and representation if you’re at risk of losing your home.
- Find your nearest HLPAS provider by typing in your postcode on the UK government page for finding legal aid and ticking the box “Housing Loss Prevention Advice Service”.
Visit GOV.UK website page (GOV.UK)
IncomeMax
- We’re proud to partner with IncomeMax. Use their self-help checklist to identify ways to increase your income and obtain additional support you need.