If you have missed a mortgage payment, or expect difficulty making the next one, contact your lender promptly. You can ask for an explanation of the account and the support it can consider.
You do not need to wait until arrears become larger to discuss the problem. Free independent debt advice can also help you understand the wider household position.
Missed mortgage payments: Establish what has happened
Check the amount due, payment date and what the lender actually received. A bank instruction leaving an account does not necessarily establish successful receipt.
If a direct debit failed or a payment was returned, keep the notification. Ask the lender to confirm the account status rather than assuming there is a grace period.
A part-payment may leave a shortfall. Do not assume that paying something automatically meets the contractual requirement.
Contact the lender through a trusted route
Use established contact details and explain whether the difficulty concerns one payment or an ongoing shortfall. Have the mortgage reference and relevant dates available.
Simply talking to the lender about support does not affect your credit file, according to the FCA. Any agreed arrangement can have a different reporting effect.
Ask what information it needs and how the next steps will be confirmed. A conversation is not the same as an agreed change to the mortgage.
Prepare a realistic household picture
Gather current income, essential spending, debts and relevant changes in circumstances. Include costs that arise less often than monthly.
If income has fallen or an expense has increased, explain when and whether the change is temporary or uncertain. Avoid making a payment promise based only on hoped-for income.
A debt adviser can help organise the figures. This guide does not prescribe how much to pay or which funds to use.
Ask how any support would work
Available support depends on the lender, account and circumstances. There is no universal entitlement to a payment holiday, write-off or term extension.
Ask how a proposed arrangement changes payments, interest, total costs and the remaining balance. A lower amount now can involve paying more over time.
Also ask when the arrangement starts, how long it lasts and what happens afterwards. Obtain the agreed terms in writing so expectations are clear.
Understand credit reporting
Missed payments and some arrangements can be reflected in credit records. The lender should explain how the particular option would be reported.
Do not assume every support measure has the same effect. Asking about help and agreeing to pay less under an arrangement are different events.
If information is inaccurate, raise the specific issue with the lender and relevant credit reference agency. A disputed entry should not be treated as corrected before confirmation.
Keep records of agreements
Note contact dates, names or reference numbers, information requested and any agreed actions. Save written confirmations and relevant statements.
If circumstances change, tell the lender rather than assuming an earlier arrangement still fits. Ask how it wants updates provided.
Continue following the agreed account terms unless a change is confirmed. An enquiry or application for support does not itself alter the payment obligation.
Need help with your mortgage?
What happens after a mortgage enquiry?
This is an initial enquiry for administrative support and an adviser introduction where appropriate. It is not a mortgage application or an eligibility assessment. Any mortgage advice comes separately from an adviser acting through an FCA-authorised and regulated network. The receiving firm explains its service, fees and information requirements.
Mortgage Bridge has commercial relationships with receiving firms and receives a percentage of the adviser’s commission when an introduced case completes. Acceptance is not guaranteed.
Ask about an adviser introduction
Send details of your enquiry for administrative support and an adviser introduction where appropriate. Mortgage Bridge does not provide mortgage or debt advice, assess eligibility, affordability or suitability, or recommend products. Mortgage advice comes from an adviser acting through an FCA-authorised and regulated network.
Make a mortgage enquiryNo obligation. Mortgage Bridge acts as a mortgage introducer.
Mortgage Bridge has commercial relationships with receiving firms and receives a percentage of the adviser’s commission when an introduced case completes.
Your home may be repossessed if you do not keep up repayments on your mortgage.
Know what arrears mean
Arrears concern overdue amounts under the agreement. Bringing the account up to date changes the balance but does not automatically erase accurate payment history.
Charges and interest may apply under the relevant terms and rules. Ask for a clear breakdown if the amount is unclear.
A current balance alone does not explain the sequence. Keep the original missed payment, later payments and any fees identifiable.
Seek help promptly if action escalates
Continuing difficulties can lead to possession proceedings and put the home at risk. Processes and protections depend on the circumstances and jurisdiction.
If court papers or notices arrive, seek timely debt and, where relevant, legal support. Do not assume they can be ignored because a lender conversation is ongoing.
Free independent debt advice is available through the support link below. The adviser can consider the full position rather than only the mortgage account.
Avoid relying on another loan as the answer
Remortgaging, using savings or taking new credit can have wider consequences and may not be available. This guide does not recommend those actions to clear arrears.
Securing unsecured debts against a home increases the risk to it. Lower monthly payments do not necessarily mean lower total costs.
Mortgage advice and debt support are different services. A pending mortgage application does not suspend the existing loan or guarantee funds for repayment.
Keep the next steps manageable
Start with the lender’s account explanation, an accurate income-and-spending summary and a record of the support discussion. Identify the next agreed action and date.
If you need help understanding information or communicating, tell the lender what support would assist. Ask for explanations you can follow and keep.
Mortgage Bridge provides general information, introductions and administrative support. It does not provide debt advice, set a repayment plan or determine which support arrangement is appropriate.
Frequently asked questions
Should I wait for several missed payments before contacting the lender?
No. Contact it promptly when difficulty arises or is expected and ask what support can be considered.
Does simply discussing support affect my credit file?
The FCA says simply talking to the lender does not. Ask separately how an agreed option would be reported.
Does catching up remove the historical missed payment?
Not automatically. It changes the arrears position while accurate history can remain relevant.
Important information and Mortgage Bridge’s role
Mortgage Bridge provides general information and administrative support as a mortgage introducer. It does not provide mortgage or debt advice, assess eligibility, affordability or suitability, or recommend products. Mortgage advice comes from an adviser acting through an FCA-authorised and regulated network.
Mortgage Bridge has commercial relationships with receiving firms and receives a percentage of the adviser’s commission when an introduced case completes.
Your home may be repossessed if you do not keep up repayments on your mortgage.
Securing previously unsecured debts against a home increases the risk to the home. Lower monthly payments do not necessarily mean lower total costs. Longer repayment terms and fees can increase the total amount repaid.
Free, independent debt advice is available through MoneyHelper’s debt advice locator. Business Debtline explains its business-debt services and geographical coverage.
Read about us, our terms and conditions and our privacy policy.
Sources and review
- MoneyHelper: help with mortgage payments
- FCA: mortgage support and credit reporting
- FCA Handbook: responsible lending
Review date: 26 October 2026. Information and lender criteria may change. General information only; not a personal recommendation.
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