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Repair Windows errors before they cause bigger problemsFix Now →Fix the driver behind crashes, sound loss and screen glitchesFind Drivers →Mortgage debt advice can help you map your finances, protect priority payments, check available support and prepare a realistic proposal for your lender. It cannot write off arrears, compel a lender to accept your offer or guarantee that your home will not be repossessed. The lender’s decision and any court action remain separate. The detailed Citizens Advice guidance cited here applies to England; Scotland, Wales and Northern Ireland have different procedures and require jurisdiction-specific advice.
What can a debt adviser do about mortgage arrears?
A qualified debt adviser gives you a structured view of the problem and helps you decide what to do next. That work is practical, but it does not transfer control of the mortgage account from you or the lender.
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Build an accurate affordability picture
The adviser can help you list household income, benefits, essential spending, mortgage payments, arrears and every other debt. The aim is to identify a payment amount that is sustainable after essentials, rather than a figure you can manage for only one month. Citizens Advice recommends preparing a budget, using a budget tool or speaking to an adviser before telling the lender what you can pay. See its mortgage-arrears guidance.
Put the mortgage in the right priority
Mortgage arrears are a priority debt because your home may be at risk if the account is not brought under control. A debt adviser can help you decide which bills must be protected first while still dealing with credit cards, loans, council tax and other liabilities. Treating every debt as if it had the same consequence can leave the mortgage short.
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Check benefits and other support
An adviser can check whether you may be entitled to benefits or other income support and include any realistic entitlement in the budget. MoneyHelper’s Debt Advice Locator connects people with free, confidential advice from trained advisers and can help with entitlement checks.
Prepare you for the lender conversation
You can take a clear income-and-expenditure summary, evidence of a change in circumstances and a proposed payment to the lender. An adviser can help you explain why the figure is affordable, what caused the arrears and what would make the plan fail. Some services may support or represent you, but the lender still assesses the account and makes the decision.
FCA mortgage rules require firms to provide information about free and impartial money guidance and debt advice to customers in, or approaching, payment difficulty. The rules are set out in MCOB 13: Payment difficulties and repossessions.
What mortgage debt advice cannot promise
It cannot erase the arrears
Advice can identify options for dealing with an overdue balance, but it does not cancel the amount owed. Any reduction, capitalisation or other concession would have to come from an agreement with the mortgage lender.
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It cannot force acceptance of a proposal
A budget-backed offer is useful evidence, not an automatic right. The lender considers affordability, the mortgage terms, the payment history and the likely sustainability of the arrangement. A debt adviser cannot order the lender to accept a particular monthly amount.
It cannot guarantee that repossession will be prevented
Early engagement can improve the chance of reaching a sustainable arrangement, but no adviser can promise that court action will never occur. If an agreement cannot be reached, a lender may apply for a possession order. Advice does not decide the court case or replace individual legal advice.
Guidance is not the same as regulated personal financial advice
General money guidance helps you understand choices; it does not carry the same suitability responsibility as regulated individual financial advice. Be especially careful with firms offering debt solutions for a fee or making broad promises. The FCA explains the risks in Unauthorised or unsuitable debt advice.
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What to do as soon as you miss a payment
- Contact the lender promptly. Do not wait for a letter or a call before opening the conversation. Citizens Advice’s wording is direct: “If you get into debt (‘in arrears’) with your mortgage payments, don’t wait for your lender to contact you.” Explain what changed and ask what support options are available.
- Prepare the numbers first. Write down net household income, essential housing and living costs, debts, assets and a realistic amount available for the normal payment and arrears. Include irregular costs such as energy adjustments, insurance, school expenses and annual bills so the offer is not overstated.
- Get free debt advice if the problem is wider than the mortgage. Several debts, a falling income or uncertainty about benefits are reasons to use an adviser before agreeing a payment figure. MoneyHelper’s locator is a free starting point.
- Ask the lender for its available arrangements. Request written details of the payment, duration, interest consequences, fees, review dates and what happens if another payment is missed. Tell it about any health, employment or family circumstance that affects affordability.
- Keep a record. Save letters, emails, call dates, names, reference numbers, budgets and offers. A complete timeline helps an adviser or solicitor understand what has happened if the matter escalates.
- Act urgently on court papers. If you receive a possession claim, hearing notice or other court document, seek legal help immediately rather than relying on a general debt appointment. GOV.UK’s home-repossession advice identifies the Housing Loss Prevention Advice Service and other routes for people facing possession action.
What should you say to your mortgage lender?
Keep the first conversation factual and specific. State that you have missed, or expect to miss, payments; give the cause and whether it is temporary or ongoing; provide the amount you can afford after essential costs; and ask the lender to assess all available support. Do not promise a payment that leaves you unable to pay for food, utilities, council tax or other priority obligations.
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Ask the lender to explain each proposal in pounds and months, not just by its product name. Before agreeing, request confirmation of:
- the monthly payment during the arrangement and the normal payment afterwards;
- the date by which arrears should be cleared;
- how the arrangement changes total interest and the total amount repaid;
- any fees, charges or changes to the interest rate;
- what happens if income falls again or a payment is missed; and
- whether benefits, pension funds or another asset would be affected.
Citizens Advice says lenders normally write within 15 days of a missed payment. That is a statement on its current England page, accessed 13 October 2026, not a universal legal deadline. Contacting the lender yourself remains the safer approach.
Arrangements a lender might consider
These are possibilities to discuss, not automatic entitlements or recommendations. The right option depends on the mortgage terms, the cause of the arrears and what your budget can sustain.
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Random freezes, missing sound and display glitches usually trace back to one bad driver. Find and replace yours safely.Free scan · under a minute| Possible arrangement | How it works | Points to test before agreeing |
|---|---|---|
| Arrears repayment alongside the normal payment | Add an affordable extra amount to the usual monthly payment until the overdue balance is cleared. | Check that the combined payment is sustainable, how long clearance will take and what happens if income drops. |
| Capitalising the arrears | If the lender agrees, add the overdue balance to the mortgage debt. | The larger balance can increase interest and the total amount repaid over the remaining term. |
| Extending the mortgage term | Spread the balance over a longer period to reduce the required monthly payment. | A lower payment can mean more interest overall and may extend borrowing into later life. |
| Switching to interest-only payments | Pay interest without reducing the capital for an agreed period. | Confirm how and when the capital will be repaid and whether the later payment is affordable. |
| Short repayment break | Pause or reduce payments temporarily under an agreed arrangement. | Interest may continue and the deferred amount must be dealt with later; test affordability after the break. |
| Using pension or endowment funds | In some circumstances, funds may be used to address the arrears. | Consider tax, investment, retirement-income and protection consequences and obtain independent advice. |
Compare every proposal on the same seven measures: immediate monthly payment; total interest and total repayment; time to clear the arrears; whether it remains affordable after any temporary period; effects on benefits, pension or other assets; fees and charges; and the fallback if income falls again. The FCA’s review of long-term mortgage arrears says firms should make reasonable efforts to agree a method of repaying arrears as an alternative to repossession, but that regulatory expectation does not guarantee acceptance of your preferred plan. Read the review at TR18/5: Management of long-term mortgage arrears and forbearance.
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Can my lender refuse a repayment plan?
Yes. A lender can reject a proposal that it considers unaffordable, unsustainable or unsupported by the information provided. That does not mean you should stop engaging. Ask what evidence or revised payment would allow a reassessment, request the decision and reasons in writing, and take the response to a free debt adviser.
Offer only what the household budget genuinely supports. A plan that looks generous for one month but causes missed utility or food payments can fail quickly and weaken your position. If circumstances change, tell the lender before the next payment is missed and ask for a review.
Can debt advice stop repossession?
It can help you act earlier, present a credible budget and explore an arrangement, but it cannot stop repossession in every case. If the lender applies to court, the court process continues independently of a general debt-advice appointment. Read every document, attend required hearings and obtain legal advice about your specific case.
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Where to get free mortgage debt advice
MoneyHelper
Use the MoneyHelper Debt Advice Locator to find free, confidential help from trained debt advisers. It is useful when mortgage arrears sit alongside other debts or when you need help checking possible entitlements.
Citizens Advice
Its dealing-with-mortgage-arrears page gives England-specific guidance on contacting the lender, budgeting and possible arrangements. It directs readers in Scotland, Wales and Northern Ireland to separate advice, so do not assume the England procedure applies elsewhere.
Legal support when possession is threatened
For court papers or an imminent possession risk, use the legal-support routes listed on GOV.UK’s home-repossession page. A solicitor or housing specialist can advise on the documents, deadlines and arguments relevant to your case.
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If you consider a paid firm, verify that it is authorised for the service it is offering with the FCA’s consumer information and Firm Checker guidance. Walk away from anyone who guarantees that a home will be saved, demands a fee before explaining the service, or pressures you into a sale-and-rent-back or similar arrangement. The FCA’s warning on risky offers is at Struggling with your mortgage? Avoid risky offers.
England, Scotland, Wales and Northern Ireland
The Citizens Advice page used for the detailed mortgage-arrears steps is explicitly for England. Court forms, housing duties, enforcement stages and available schemes differ in Scotland, Wales and Northern Ireland. If you live outside England, use a service operating in your jurisdiction and obtain advice based on the documents issued by your lender or court.
Quick Recap
How to judge whether advice is helping
- You have a written budget that includes essential costs and all debts.
- You know the exact arrears balance and the payment the lender is asking for.
- You can explain the cause of the shortfall and whether it is temporary or ongoing.
- You have compared proposals by total cost, duration and what happens if circumstances worsen.
- You know which deadlines apply and have escalated court papers to legal help.
- You are using a free or properly authorised service rather than relying on a promise of guaranteed rescue.
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