Difficulty paying your mortgage? Talk to us
Difficulty Paying Your Mortgage
Coronavirus and mortgage payments
On 31st October, the FCA announced an extension to the existing Mortgage Payment Holiday scheme. Please visit our coronavirus information page for the latest updates.
Our priority remains the wellbeing of our Members and colleagues but in order for us to ensure we’re able to help our most vulnerable Members, please only call us if you require immediate assistance with your mortgage or have an existing query.
Members who have received support with their mortgage will receive a letter from us approximately 2 weeks before their payment holiday is due to end that outlines their new monthly repayments.
If you are comfortable with your new monthly payment, you should restart them. This will avoid accruing more interest. More information on restarting your mortgage payments.
If you’re in a better financial position following support and would like to make an over payment to cover your missed mortgage payments, regularly or as a lump sum, please visit our overpayments page.
If you're having problems paying your mortgage, we'll try our best to help you.
This page explains what steps you should take to help yourself, what steps we can take to help you and how we'll treat you fairly throughout. If you're facing financial difficulty, please don't ignore the problem.
Talk to us - our number and opening hours are on the right. Please give us a call.
- What you can do
- What we can do
- Complaints and other issues
Immediate steps you can take:
- Tell us as soon as possible if you are having problems repaying your mortgage or if you think that you might experience problems shortly.
- Seek debt advice for help with managing your finances.
- Make sure you keep any other people paying the mortgage and anyone guaranteeing the mortgage up to date with what's happening.
- Check whether you can get any state benefits or tax credits, which could help to increase your income.
- If you have insurance policies, such as income protection, check whether they would help with your payments.
- Keep to the payment plan we agree with you or tell us if there is a change in your circumstances that may affect the arrangement.
- Tell us if you move to a new address
You may want to talk to a professional adviser, such as a debt counsellor or a lawyer, before you change your mortgage arrangements. We'd strongly advise that you seek independent, free, debt advice.
- Contact you as soon as possible to discuss the issue.
- Talk to an agency that gives debt advice (e.g. Citizen's Advice Bureau), 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 may be able to:
- Arrange a new payment plan with you.
- 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. Please note that this would reduce your monthly payments but increase the overall amount you will eventually repay.
- Change the type of mortgage you have.
If we're unable to offer you any of these options, we'll tell you why. If we are able to make one of these arrangements with you, we'll explain how it would work and give you time to consider it. If we can't offer any of these options, we might agree to you remaining in the property to sell the property yourself depending on your circumstances.
If you don't think we've treated you fairly, you can complain to The Complaints Department, Principality Building Society, PO Box 89, Queen Street, Cardiff CF10 1UA. If your complaint is not dealt with to your satisfaction, you may then take it to the Financial Ombudsman. The Financial Ombudsman Service provides a free and independent service for consumers.
The Financial Ombudsman Service
London E14 9SR
Phone: 0300 123 9 123
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; such actions may not be in your long term best interests. We 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 advise you to discuss this option with us before taking such action.
Talk to Us: 0330 333 4020
- 9am to 5pm, Monday to Friday
Useful Contact Numbers
For independent financial and housing advice:
- Shelter (England) - 0808 800 4444
- Shelter Cymru (Wales) - 0345 075 5005
- National Debtline - 0808 808 4000
- Business Debtline - 0800 197 6026
- StepChange Debt Charity - 0800 138 1111
- Advice UK - 020 7469 5700
- Payplan - 0800 280 2816
- Citizen's Advice Bureau - 0344 477 2020 (Wales)
- Money Advice Service Health Check
Principality. Where home matters.