Practical help managing your mortgage

There may be times when you need support to manage your mortgage. You may be struggling to talk to someone, or your circumstances could have changed and you need help managing your finances for a while.

We're here to help you decide which is the best option for you.

There are many reasons why someone may need help managing their mortgage – here are some examples:

  • Long term illness
  • Life events such as a bereavement, divorce or redundancy
  • Language barrier
  • Low confidence in managing finances
  • Help with alternative formats to aid sight, hearing or speech

We understand that each situation and challenge is personal so we’ve put together some examples of what help is available.

Third Party Authority

If you want us to talk to someone else regarding your mortgage, we’re happy to do this – you could choose a professional, a charity, a family member or a friend to help. You’ll just need to give us authority to speak to them – this is called ‘granting third party authority’.

The person you choose can talk to us about your mortgage, but will not be able to make any changes to your mortgage. If you’d like someone to make changes to your mortgage on your behalf you would need a power of attorney rather than a third party authority.

Once you have decided who you would like to help you manage your mortgage simply let us know in one of the following ways:

  1. Logon to your hub and complete the Third Party Authority Form

    Download the form and send it to:

    Bank of Ireland
    Mortgage Services
    PO Box 3191
    BS1 9HY

    If you haven’t got a printer, ask us to send one to you.

  2. Call us on 0345 300 8000* and give us your authority over the phone.

We’ll need authority from everyone named on the mortgage. Each named person can contact us in the most suitable way for them – via the hub, post or phone.

We’ll get in touch with the third party once we’ve received the form.

*Calls are recorded for training and monitoring purposes. Lines are open 9am – 5pm Monday to Friday. 03 calls cost no more than calls to geographic numbers (01 or 02). Calls from landlines and mobiles are included in free call packages.

A lasting power of attorney (LPA) is a legal document that lets you (the ‘donor’) appoint one or more people (known as ‘attorneys’) to help you make decisions or make decisions on your behalf.

Appointing someone as your attorney

You can find out how to do this using the following links:

You can find further info on POA here.

Once Power of Attorney has been granted

Once POA is granted and registered with the Office of the Public Guardian, the POA will need to provide us with:

  • The access code that is provided when you’re granted power of attorney so that we can view the power of attorney approval on the government website. You can provide this over the phone by emailing
  • If you haven’t been provided with an access code, you’ll need to post us an original or certified copy of the POA certificate.
  • You’ll also need to send us 2 forms of ID:
    • An original / certified proof of ID – passport / driving license
    • An original / certified proof of address – e.g. energy bill / bank/credit card statement dated in the last 3 months – (might want to add in link to full list of what we accept and who can certify?)
  • Please tell us if you intend to pay the mortgage using your own funds.

If you need information to be sent in an alternative format then we’re happy to help.

  • Sight:We can arrange for any correspondence to be sent in braille, audio or large print. All transactions can be done over the phone.
  • Hearing / Speech:You can use Relay UK to contact us.
  • Hub Messaging:Send us a secure message through your hub.
  • Request third party authority if you would prefer someone to help manage your mortgage.

We know that managing your finances online isn’t always easy. That’s why we have put together a guide to using your hub. Our guide gives you lots of information including hints and tips on:

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