Life events

When a challenging life event happens, we’re here to help you and give you the support you need.

We know it can be a difficult time when you lose a loved one. We want to do what we can to help you. Please get in touch to let us know about a bereavement or complete our online bereavement form. Read our bereavement guide which has details on what to do when someone that has a mortgage with us passes away. It also has a list explaining all the different terms and phrases used and the organisations you can go to for support.

You may need to send us proof of identification if you are dealing with the estate of the person who has passed away and need access to the mortgage details. Our proof of identification leaflet lets you know what forms of ID we accept.


‘Tell us once’ service

When you get in touch, let us know of any other accounts we hold with the person who has passed away. We’ll make sure the other teams are made aware of what’s happened. They’ll be in touch with you if they need to.


What if the person I’ve lost isn’t named on the mortgage?

We can still support you if you’ve experienced bereavement for someone who isn’t named on the mortgage. Just get in touch if you’re worried about paying your mortgage, want extra support to communicate with us or need help to manage your account.


Other support

You may find you need other means of support. That’s why we’ve put together a pack which has lots of useful information about what to do when someone close to you passes away.


Your property may be repossessed if you do not keep up repayments on your mortgage

When a relationship ends it can be difficult to know where to start with your finances. There are so many things to think about it may seem confusing. We’re here to help and can offer support – visit our help and guidance section for practical advice on things to consider when you separate.

There are also lots of organisations that can offer you advice during this difficult time. It may help to talk to a relationship counsellor or join a local support group. Relate, the UKs leading relationship support organisation, provides advice and counselling online, over the phone and face-to-face.

The important thing is keeping us up to date with your contact details so we know how to get in touch when we need to.


Financial or domestic abuse

If you’re suffering from financial or domestic abuse and need us to contact you safely to discuss your mortgage, you can let us know how you would like to be contacted and when is a good time by completing this form.


Your property may be repossessed if you do not keep up repayments on your mortgage

We’re here to help if you’ve been diagnosed with a long-term illness and this means you’re worried about paying your mortgage, need extra support to communicate with us or need help to manage your account. Just get in touch to let us know. When you call, we’ll talk through your situation so we can understand how best to help you.

This could mean:

  • Changing how often we contact you, or the way we contact you
  • Granting a third party authority– where you ask someone such as a family member, or close friend to talk to us about your mortgage
  • Setting up a power of attorney – where you choose someone to help you make decisions, either together or on your behalf
  • Talking through your options for your mortgage if your illness impacts your finances and/or ability to work.

Visit our practical help section for more details.

Having a conversation with us won’t affect your credit score. The earlier you get in touch, the easier it will be for us to help you.


Your property may be repossessed if you do not keep up repayments on your mortgage

Losing your job can be hard, especially if it means you’ll struggle financially. Get in touch if you find yourself in this situation and you’re worried about paying your mortgage.

Thousands of borrowers get help from their lender every year. Having a conversation with us won’t affect your credit score. The earlier you get in touch, the easier it will be for us to help you.


How can you help if I’m struggling to pay my mortgage?

  • Switching to a new fixed rate deal could make your payments more affordable. It may help you to manage your finances better too. Visit our get a new deal page if you’re on a variable rate or a fixed interest rate which is due to end within the next six months.
  • Check out our Mortgage Charter page to see what support you can get if you have a residential mortgage and your payments are up to date.
  • Visit our financial worries page if you’re already in arrears, or not able to switch your rate or apply for Mortgage Charter support. This has other information you might find useful, including what to do next.


Further help and support

The following organisations can help with any financial concerns you might have. They offer free and independent advice:


Your property may be repossessed if you do not keep up repayments on your mortgage

What is mental health?

Mental health is something that affects all of us and is just as important as your physical health. It’s how you feel from an emotional, psychological and social point of view. This means it affects how you think, the decisions you make and how you manage daily activities or relate to other people. For example, you may find it difficult making decisions about your finances and how you manage your money.


How do I know if my mental health is suffering?

Problems with your mental health aren’t always easy to spot. It’s good to know when you might be suffering so you can act on it straight away.

Some signs to look out for are:

  • Getting angry or being aggressive, but you can’t explain why
  • Having negative thoughts, such as suicide or self-harming
  • Experiencing mood swings or not wanting to do anything
  • Finding things more confusing, or daily activities become harder to cope with
  • Feeling anxious about paying bills or how much money you have in your bank account
  • Sleeping more or less than normal, or waking up a lot during the night
  • Avoiding social groups, even if it’s meeting with friends and family
  • Stopping the things you used to enjoy.

If you start to notice these signs, the NHS website and Mind have advice on how to take care of your mental wellbeing.


What help can you offer me?

We understand that worrying about money and your mortgage can affect your mental health. Please let us know if you need support managing your mortgage or you just want to talk to us. We’ll work with you to see how we can help. This could mean changing how often we contact you, the way we contact you, or arranging for someone to talk to us on your behalf – visit our third party authority page for details.

You can also manage your mortgage or ask us any questions using your hub. Once you’ve registered, it’s available seven days a week, at a time that suits you.

Visit our financial worries page if you’re concerned about the cost of living or paying your mortgage. This also has details on where to go to for help with your other finances.


What will you do with my information?

You may find it difficult to tell us about any mental health issues, so give us as much or as little information as you want. We’ll only use what you tell us about your health to help you. We’ll keep anything you say confidential.


Where else can I get help with my mental health?

For advice on mental health here’s where you can get help:

  • Visit your doctor. They may be able to help you with treatment and could refer you to another professional.
  • Get in touch with a charity that give free help and support. Some popular charities are:
    • Mind support and advise people to help them understand and manage their mental health
    • Mental Health UK bring together the expertise of four charities; Rethink Mental Illness (England), Hafal (Wales), Support in Mind Scotland and Mindwise (Northern Ireland). They provide support and services for those facing mental health challenges with alcoholism, money problems, loneliness and isolation
    • Samaritans help and support people all day and night, who are in or may end up in a crisis
    • Anxiety UK provide support and relief to anyone dealing with anxiety, stress or depression. Family, friends and carers can also get help.
  • Visit the NHS website for more information about mental health.