I'm having trouble paying my mortgage | Ulster Bank


I'm having trouble paying my mortgage

Find out how we can help support you manage your mortgage payments

Manage your mortgage

Our Mobile App is available to customers with compatible iOS and Android devices and a UK or international mobile number in specific countries. Mortgage-only customers are currently unable to get access to our mobile app.

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Add your signposting title here… We're here to help

We understand that worrying about paying your mortgage can be stressful. Whether you’ve already missed a payment or think you won't be able to make any future payments, we're on hand to provide the right level of support.

If you don't have a mortgage but need support managing other debts, you'll find more help and advice on our Struggling financially page.

Struggling financially
Add your signposting title here… What will happen if I can't pay my mortgage?

I've already missed one or more payments

I know I'm going to miss a mortgage payment soon

I'm worried I might miss a payment in the future

Add your signposting title here… Coronavirus: mortgage payment holiday

If your income has been impacted by Coronavirus and you know you are not going to be able to make your monthly mortgage payments, you can request 3 month payment holiday.

Apply through the mobile app

If you have other accounts with us, you can get access to our mobile app and contact us via the ‘Message us’ facility. This is the quickest way for you to contact us at this time.

Once you're in the app, simply tap 'Help' at the bottom of the screen followed by 'Message us' and quote 'coronavirus mortgage' in your message.

Complete our form

If you only have a mortgage, and no other products with us you can complete our online form. Please visit the Manage your mortgage page for more details.  

Get the app

Download the latest version of our apps

Get the App

Common questions and how we can help

What will happen when I call you and what information will you need?

When you call, a member of our friendly, experienced team will talk through your income and expenditure. It's important for us to get a clear picture of your financial situation, so it’ll be helpful to have the following information to hand - you should be able to find it all on your mortgage paperwork, bank statements or in digital banking.


•       Your Mortgage Account Number 


•       Your monthly income (including any benefits, overtime or bonuses you’ve received)


•       Your monthly household spending (including all of your bills and expenses)


•       The number of organisations you owe money to and the amount you owe


•       Details of any other outgoings


Don't worry, any sensitive information you give us (for example, medical conditions) will be treated completely confidentially and we’ll never use this information in future applications you make.


Once you've taken that first step, our dedicated colleagues will be on hand to help you get your finances back on track. We also have a specialised team who can offer extra support on an ongoing basis if you need it.


What options and arrangements are available?

There are lots of different options available to help you, which might include changing your payment date, paying your arrears over a period of time that suits your budget, a lower payment for a set amount of time or a period with no payments to give you time to get on top of your situation.

Our team will be able to find out which options are available to you depending on your personal circumstances and the terms and conditions of your mortgage with us.

What will happen if i don't get in touch with you when I can't pay?

It’s really important to talk to us as soon as you’re aware of any potential problems so we can help you as quickly as possible. If you don't get in touch with us and you miss a payment, we’ll try to contact you to discuss your situation.

If we can’t get in touch as a last resort we may have to take legal action to repossess your property but this will only happen if we can’t work together to solve the problem, so it is always best maintain contact with us and pay as much as you can.


Is there anyone else I should contact

Once you’ve got in touch with us to let us know of any problems, it’s important to make sure you keep any other people paying or guaranteeing the mortgage up to date with what’s happening.

It’s also a good idea to check whether you can get any state benefits or tax credits and if you have an insurance policy, check whether it will help you with your payments. You might also find it useful to contact a free debt advice organisation


Can I switch to an interest only mortgage?

We do offer interest-only mortgages, but if you’re facing financial difficulties this could mean you’re unlikely to be eligible for this type of mortgage.

We may be able to consider a reduced repayment arrangement if you experience an unexpected lifestyle change beyond your control which impacts your ability to make repayments, such as unemployment or serious illness. 


Can I change my direct debit date?

If your monthly salary payment date has changed, or you just want to align all your direct debits to come out on the same date, you can change the date your mortgage direct debit date comes out online by logging into Manage my Mortgage

You'll automatically be registered for the service and all you'll need to log in is yourmortgage account number, surname, date of birth and the postcode of the mortgaged property. Once you're logged in, select 'My payments and services' from the main menu and then 'Change payment date'.

This service is available 7 days a week, apart from 5am to 7am each day, when it's unavailable for regular maintenance.


Will missing a mortgage payment or arranging an arrears payment plan affect my credit file?

If you miss a payment on your mortgage, it may be reported to the credit reference agencies and that could impact your ability to obtain credit in the future.

If you’re in a mortgage arrears repayment plan, this will be evidence on your credit file. For more information, you can contact one of the credit reference agencies who can provide you with a copy of your credit file.


Add your signposting title here… Independent support available

If you are struggling with your finances, you may want to consider  contacting a free debt advice organisation.

There are a number of organisations who can help. Ulster work in partnership with PayPlan (a third party company), who offer free  and confidential debt advice, helping you take control of your finances.

If you find yourself worrying about debt, PayPlan offer advice by phone, email and live chat  making it quick and easy to access the advice you need. Arrange a call or email back from Payplan.

What are signs that I might need help?

1. You’re regularly spending more than you earn.

2. You’re worried about paying back the money you owe and your debts feel like a huge burden.

3. You’re dealing with difficult circumstances that make it hard for you to manage your money

4. You’re being contacted about unpaid bills and missed payments.

5. Several of your cards are at the maximum credit limit.

Learn more about PayPlan
Other independent support

Citizens Advice
Free advice on debt, benefits, housing, legal matters, employment and general consumer advice.

Money Advice Service
Free advice on debt, divorce/separation, setting up a new home, care & disability.

Stepchange Debt Charity
Free advice on bankruptcy, charging orders, employment, benefits, money management and mortgage/repossession support.

Free advice on housing, debt, benefits, eviction & homelessness.

National Debt Line
Free and confidential advice on debt.

Need more help and support?
Support centre
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