Supporting you through the cost of living crisis
We’re here to help you through this difficult time. If you’ve been affected by the rising cost of living and are worried about paying your mortgage, please call us on 03330 148048. Contacting us won’t affect your credit file.
We’ve a wide range of options to support you. You can find out more on our Financial Difficulties page; support includes accepting lower payments for a short period of time*.
If you’re in financial difficulty, we’ll always help and work with you to try and find a way to keep you in your home. From today, for residential home loans, we won’t repossess your home for at least 12 months after your first missed payment. This doesn’t apply if you ask us to take possession or in some other circumstances (e.g. because your property is empty). We’ll only take this step as a last resort.
If the rising cost of living has affected you and you’re worried about paying your mortgage, please call us on 03330 148048. We’re here to help and will work with you to find the best way to support you.
Bank of England Base Rate Change
It has been announced that the Bank of England Base Rate has increased from 5.00% to 5.25% in August 2023. We will be sending impacted customers written confirmation of the change to their monthly mortgage payment amounts in due course.
SMS Update
If we hold a mobile number on your account we may contact you by SMS. Please note that the SMS will come from ‘CHLMORTGAGE‘.
If you receive an SMS from us please call us on either 01252 812271 or 03330 148048 to discuss your account. If you have recently discussed your account with us you do not need to take any further action.
Contact details
We are committed to working with our customers to ensure that all your questions and requests are dealt with as our priority.
If you require assistance, please contact us on:
Customer Services: | Telephone: 01252 812 271 (9am to 5pm Monday to Friday, excluding bank holidays) e-mail: [email protected] |
Arrears and Payment Enquiries: | Telephone: 03330 148 048 (9am to 5pm Monday to Friday, excluding bank holidays with extended hours until 6pm on the last working day of the month.) e-mail: [email protected] |
To make a payment: | Telephone: 01252 812271, Option 1 |
Frequently Asked Questions
Here are some of the questions that our customers often ask us.
Financial Difficulties
Are you struggling to meet your mortgage repayments?
If the answer is yes, CHL mortgages will try to help you, please review our dedicated page here.
Complaints
If you do not think we have treated you fairly, you can complain to:
Customer Relations Department, CHL Mortgages, Admiral House, Harlington Way, Fleet, Hampshire, GU51 4YA or email [email protected] |
If your complaint is not dealt with to your satisfaction, you may then take it to the Financial Ombudsman (FOS). The FOS provides a free and independent service for consumers, and can be contacted at:
The Financial Ombudsman Service, Exchange Tower, London, E14 9SR Telephone: 0300 123 9 123 or 0800 023 4567 Website: www.financial-ombudsman.org.uk Email: [email protected] |
Important Documentation
The links below are to CHL’s mortgage documentation.