Service Times arr-up
Service Times Close arr-up arr-down

Our service and turnaround times

Figures accurate as of 19th November 2020
Dips Reviewed

Dips Reviewed

within 24 hours

Applications Reviewed

Applications Reviewed

within 48 hours

Documents Assessed

Documents Assessed

within 48 hours

Valuations Assessed

Valuations Assessed

within 48 hours

Telephone average wait time

Telephone average wait time

38 seconds

Help in challenging times

We understand that sometimes people struggle financially, with household and other bills building up, making it difficult to make ends meet - especially with the Coronavirus pandemic.

We know that many people experience money problems at some stage of their lives and if you find yourselves in any of the following circumstances:

  • You are behind with payments or worrying about paying your bills
  • A diagnosis of an illness that may have an effect on your ability to make your payments
  • A change in your employment circumstances that has affected your financial situation
  • An experience of a bereavement which has left you concerned about your finances
  • You are using an unplanned overdraft with your bank or relying on credit to make payments

….then it's important you contact us, as soon as possible.

When you do, you'll be speaking to dedicated colleagues who are here to support you and discuss your current situation.

If you’re experiencing payment difficulties due to coronavirus related circumstances, we’ve provided answers to some frequently asked questions to help you understand what a payment deferral is and what it means for you. These can be found here.

More information

  • FAQs

Our Customer Support team are all experienced staff who understand the challenges faced by customers who are worried about how they will manage their mortgage payments and will look to assist you with your financial circumstances in a professional and ethical manner.

Our Customer Support team will:

  • Be open and honest with you
  • Try to make everything simple and straightforward
  • Take your individual situation into consideration when informing you of available options
  • Allow you reasonable time to work out a repayment plan
  • Tell you what you need to know, so you can make an informed decision
  • Try to find a solution that suits you
  • Let you know who else can help you

You can contact us on 0344 257 0427, (Monday to Friday between 9am and 5.30pm).

Or email us at paymentsupport@themortgagelender.com

Before you call us, it would be really useful for you to be aware of a few points:

1) Every time you call us:

  • Remember that we’ll need to ask you some security questions to confirm your identity (We need to make sure we’re 100% certain of who we’re speaking to)
  • Have your mortgage account number ready (this allows us to find your account details much quicker on our systems)
  • Find out more about our privacy policy here.

2) On the occasions when you call us to discuss your actual or potential personal and financial situation with us, in order to try and see what possible options are available for you, we may need details of the following:

  • Your current circumstances (and how you see your circumstances changing over the coming months)
  • Your household income (including any benefits and other income you receive)
  • Your household expenditure (including your utility bills, food, car running costs etc.)
  • Your creditors (these are people you owe money to – for example, loans, credit cards etc.)
  • Details of any budget planning you’ve already done, to hand
  • Details of any reference number an independent adviser may have given you

If you are struggling to meet your mortgage payments or worried about future payments, don’t put off talking to us about it.  The sooner we understand your circumstances, the quicker we will be able to talk you through the options that may be available and offer you support.

There are a number of free and independent sources you can refer to for advice, including:

The Money Advice Service

They have put together guidance on how to deal with or put off any of the financial affects you might be suffering from due to coronavirus:

www.moneyadviceservice.org.uk/en/categories/coronavirus

0800 138 7777

Typetalk: 18001 0800 915 4622 (Monday to Friday, 8am to 6pm) (Or add +44 7701 342744 to your WhatsApp to send a message)

Money Advice Scotland

If you live in Scotland, to speak to an adviser via webchat visit:

www.moneyadvicescotland.org.uk

Alternatively, you can email: webchat@moneyadvicescotland.org.uk. 0141 572 0237

There are also a number of other free debt advice agencies that you can choose from, including:

StepChange

www.stepchange.org
0800 138 1111 (Monday to Friday, 8am to 8pm, Saturday 8am to 4pm)

National Debt Line

www.nationaldebthelp.org.uk
0808 808 4000 (Monday to Friday 9am to 8pm)

Citizens Advice

www.citizensadvice.org.uk

Adviceline (England): 03444 111 444
Adviceline (Wales): 03444 772 020
Textphone: 18001 03444 111 445
(Monday to Friday 9am to 5pm)

The FCA

The FCA has also provided information for consumers on dealing with financial difficulties during the coronavirus pandemic:

www.fca.org.uk/publications/guidance-consultations/draft-information-consumers-financial-difficulties-coronavirus

Self Employed Customers

If you are self employed, there is some information on the Money Advice Trust’s website, that you might find useful?

Money Advice Trust have an Online Budget Tool that will assist you with putting a budget together and helping you understand what your debt solutions might possibly be?

This can be accessed via https://tools.businessdebtline.org/yourbudget/

0800 197 6026 (Monday to Friday 9am to 8pm)

Buy To Let Customers

If you have a Buy To Let mortgage with us, there is some information on the Money Advice Trust’s website, that you might find useful?
Money Advice Trust have an Online Budget Tool that will assist you with putting a budget together and helping you understand what your debt solutions might possibly be?

This can be accessed via https://tools.businessdebtline.org/yourbudget/

0800 197 6026 (Monday to Friday 9am to 8pm)

Other Advice available…

Credit Reference Agencies

The three main Credit Reference agencies, as detailed below, all have various pages on their websites around general help and advice and also “understanding your credit score”.

Equifax

www.equifax.co.uk

(Member Centre) 0800 014 2955
(Monday to Friday 9am to 5pm)

Experian

www.experian.co.uk
0800 013 8888 (Monday to Friday 8.30am to 4.30pm)

TransUnion (previously CallCredit)

www.transunion.co.uk
0330 024 7574

(PS – please be advised that some of the services provided by these companies may involve you paying a fee or charge)

Miscellaneous

For advice on general financial matters (including state pension information, disability and ill health benefits, grants, money and tax etc) the UK Government’s own website might be useful:

This can be accessed via https://www.gov.uk/

For anyone experiencing a mental health problem, MIND provides a wide range of advice and support – including a section on ‘money and mental health’.

This can be accessed via www.mind.org.uk
0300 123 3393 (Monday to Friday 9am to 6pm (except Bank holidays))

Finally…..

In addition to you seeking advice from any of the above websites, it’s important that we keep in touch and regularly review your position.

If you’re having financial difficulties, you may find it useful to complete an Income & Expenditure form (also known as a Budget Plan or a Common Financial Statement (CFS)).

This can help you:

  • Have more control over your money
  • Work out what money is coming in and what money is going out
  • Work out how much spare income you might have every month
  • Work out how much you might be able to pay your creditors

If you need any help with making a Budget Plan, StepChange – who are one of the UK’s leading debt advice agencies – provide a free online planner and advice via their website:

www.stepchange.org
0800 138 1111 (Monday to Friday, 8am to 8pm, Saturday 8am to 4pm)

We may ask you for this information when you get in touch, so using the StepChange Budgeting Tool will help you get ahead of the game and save time in future.

It’s quick and easy and usually only takes about 15 minutes to complete.

At The Mortgage Lender we understand that for some of our customers, life has not yet returned to normal following the financial challenges which arose as a result of COVID-19.

We would like to reassure you that we are fully committed to providing you with support while you work through these challenges.

For us to be able to consider a request for a payment reduction from you, we will need to undertake a full review of your current and financial circumstances and more details of what information we may require is detailed on the “Before you call us…” tab.

There are also some further points worth noting:

  • A reduced payment arrangement is different to a payment deferral, because the difference between the amount you’re able to pay and your contractual monthly payment will build up as arrears during the period, which is why it’s seen as a short-term measure.
  • We’re here to support you and will work with you on an affordable repayment plan to address those arrears when your circumstances do improve.
  • It’s important to understand that a reduced payment arrangement will be reported to Credit Reference Agencies, as well as any arrears equating to one month’s contractual monthly payment or more that accrue on your account as a result of you making those reduced payments.

During this time, your outstanding mortgage balance will increase, and interest will continue be applied, meaning that you’ll pay back more in the long term.

You can contact us on 0344 257 0427, (Monday to Friday between 9am and 5.30pm).

Or email us at paymentsupport@themortgagelender.com

The fees that The Mortgage Lender will charge will depend on the type of mortgage you have with us:

If you have a residential mortgage with us, please go to:
https://themortgagelender.com/wp-content/uploads/2019/09/Buy_To_Let_Tariff_of_Charges_Sep19_1.1.pdf

If you have a Buy To Let mortgage with us, please go to:
https://themortgagelender.com/wp-content/uploads/2019/09/Residential_Tariff_of_Charges_Sep19_1.2.pdf

Get in touch

There’s always someone here for you, all you have to do is holler and we’ll come running.

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