Welcome to Engage Credit Customer Resource Centre

Cost of living – how we’re here to support

The cost of living is affecting many of us, and it is understandable to feel concerned as prices and circumstances continue to change.

Whatever you are facing at present, we are here to support you. We can guide you towards the most appropriate next step—whether that is a brief conversation, a plan for the months ahead, or additional support with repayments.

To get in touch with us:

You can log into the customer portal and visit our 'Contact Us’ page to call, email or write to us using the details provided or send us a query through your account and our team will get back to you as soon as possible.

If you’re visiting our website, you can find our contact details here and contact us by phone, email or post – you don’t need to log in to your account for this.

Our dedicated teams are trained to help customers who may be experiencing:

• financial difficulty
• changes in personal circumstances
• health or wellbeing challenges
• anything else that makes it harder to manage your mortgage

How we can help

We’ll work with you to understand your situation and discuss any potential adjustments to help you manage your mortgage account. 

If you’re experiencing financial difficulties, please contact us. You can also find more guidance and free independent support in the ‘Useful Links, Help & Advice' section or you can visit our payment difficulties page on our website.

Why the cost of living has increased?

Prices have risen due to a combination of factors, which could include:

• The after-effects of Covid-19 on supply chains and the wider economy.
• Higher global demand for oil and gas, increasing energy, transport and production costs.
• The impact of wars, affecting supplies of some fuels and food staples.
• Political and economic uncertainty, influencing prices and confidence.

As a result, the cost of everyday essentials and household bills may increase. Where incomes do not rise at the same rate, this can place additional pressure on household budgets. When inflation is described as ‘peaking’, it usually means the pace of price increases may slow, rather than prices falling.

What do I do if I can’t afford my mortgage? Will my home be repossessed?

We understand that missing a mortgage payment can be worrying. If you’re worried about making your mortgage payments, please get in touch with us as soon as you can.

We’re here to help, and speaking to us early means we have more options to support you and repossession is only ever considered as a last resort. 

We’ll take the time to understand your individual circumstances and discuss the support options that may be available to you. Contacting us won't impact your credit rating or appear on your credit report.

If you’re experiencing financial difficulties, please contact us. You can also find more guidance and free independent support in the ‘Useful Links, Help & Advice' section or you can visit our payment difficulties page on our website.

Support for customers in payment difficulties (1 August 2022)

With rising prices and bigger household bills, we understand that our customers may experience payment difficulties, now or in the coming months. We are ready to support our customers and will work with you if you are having trouble paying your mortgage. Learn more here