Support for customers with a disability or impairment

We aim to provide a service that is accessible and inclusive for all our customers. If you’re living with a disability or are affected by an impairment, there could be times when you need additional support with your finances.

If you need any help with your mortgage or loan, please call us on 0370 702 0065 – we’re open Monday to Friday from 8:30am to 5:30pm. Alternatively, you can also send us a secure message through our Self-Serve online system if you’d prefer. 

If you’d like a friend or relative to help you manage your mortgage whilst you’re having difficulties, we’ll talk you through how you can give them authority to discuss your account. You can find out more about giving someone Third Party Authority in the Making Changes page of our website.

If you’re worried about making your monthly payments or are already struggling, please call us on the above number and we’ll try to help. Simply talking to us won’t affect your credit file – and the sooner you get in touch the better, as there are often more ways we can help.  

For customers having payment difficulties, we’re open Monday to Friday from 8am to 8pm, and on Saturday from 9am to 1pm.

Requesting correspondence in an alternative format

If you’re having difficulty understanding any letters we’ve sent you, there could be ways we can help, such as by providing you with the same or similar material, in an alternative format.

Some of the alternative formats we offer include:

• Braille
• Large print
• Audio formats

We’re here to help, so please let us know if this would be useful.

See more information about accessibility >

Organisations offering support

There are various organisations and charities that can offer you support and assistance. We’ve listed some below that may be useful for you.

Please note, this page contains links to external websites. We are not responsible for the content of external websites.