Primary Residence
Need help or guidance with your mortgage repayments?
If your financial circumstances have changed and you are struggling with mortgage payments, please contact usas soon as possible. Our Arrears Support Unit will work with you in a clear, supportive and confidential way and will attempt to find the right solution for you.
We have a range of options that may fit your circumstances.
Your mortgage should be one of your highest priority debts because your home may be put at risk if you don't keep up with your repayments. If you are struggling to pay your mortgage and/or other loans, you should contact your other Lenders, if any, to discuss a restructure of the debt repayments.
Do you have an Income Protection or Repayment Protection Policy?
If you have an income protection or repayment protection policy, you might be able to make a claim. Please check your policy.
Mortgage Arrears Resolution Process (MARP)
The Central Bank of Ireland's Consumer Protection Code 2025 outlines a framework for handling mortgages where you have fallen behind with repayments or are concerned that you may do so due to financial difficulties. The framework is called the Mortgage Arrears Resolution Process (MARP).
It includes alternative repayment arrangement (ARA) options that may be available to you. It is important to co-operate with us in relation to the arrears, otherwise you are at risk of being classified as 'not co-operating' and the MARP will no longer apply to you. This is explained in more detail in our MARP booklet.
Getting Started
We have policies and procedures to help you address your financial difficulties and these comply with Central Bank regulations. The below steps are aligned to the Mortgage Arrears Resolution Process.
Step 1
Communicate
If your financial circumstances have changed and you are struggling with mortgage payments, please contact us as soon as possible. Our Arrears Support Unit will work with you in a clear, supportive and confidential and attempt to find the right solution for you.
We have a range of options that may fit your circumstances.
You can also appoint a third-party to act on your behalf, via written authorisation to allow us to discuss your mortgage account. You can find the Third Party Authorisation form.
Contact us to receive the form by post.
Step 2
Providing your financial information
To identify the right solution for you, we need to understand your financial situation. The Central Bank of Ireland created a standard form to detail all your income and expenses.
You can find our Standard Financial Statement (SFS). Contact us to receive the form via post.
If you would like help completing the SFS, we are happy to help. We can arrange a time that works for you to guide you through the form. The Central Bank also has a guide on completing a SFS which you can find at www.centralbank.ie/consumer-hub/consumer-guides.
You can also receive independent advice. For free legal and/or financial advice, please see Money Advice and Budgeting Service (“MABS”) office or an appropriate alternative. The MABS National Helpline Telephone Number is 0818 07 2000 and their website address is www.mabs.ie.
We ask you to accurately complete the SFS form and provide all required documents, if you require help please contact us. We will need you to send us bank statements and payslips to help us assess your SFS. We may ask for other evidence of your income and expenses when you send us your SFS.
If you don’t, you may be classified as “not co-operating” and lose legal protections.
Step 3
Assessing your financial information
Once we have received all required documents, we will carefully review your financial circumstances based on your:
current circumstances and expected changes in the future
total debt
Standard Financial Statement
repayment history and current affordability
We will contact you to explain our assessment. In the meantime, you should pay as much of your mortgage repayments as you can afford.
Step 4
Assessment Outcome
After our assessment, we may offer an Alternative Repayment Arrangement (ARA) that fits your financial circumstances and our eligibility criteria. This will be based on what we believe is appropriate and sustainable for you. We will explain all the details and the impact on your mortgage loan account. You will then be able to consider your options and make a decision.
Alternative Repayment Arrangement (ARA)
Our range of alternative repayment arrangements include:
Mortgage break - Pay nothing for an agreed time frame. Afterwards, your monthly repayments will increase to include the interest and principal
Fixed payments - Pay a fixed amount for a short period of time to allow time to deal with financial difficulties. Afterwards, your monthly repayments will increase to include the interest and principal amounts you did not pay.
Full payment plus extra amount - Pay your regular monthly repayment and an extra amount to reduce your arrears within an agreed time frame.
Term extension - Extend the length of your mortgage term to reduce monthly payments to a level you can afford. Total interest paid will increase.
Arrears capitalisation - Add your arrears to your remaining mortgage balance. Your monthly repayment amount and total interest paid will increase.
Loan change - Switch your mortgage type. This may be from a fixed rate to a variable rate, for example.
Lower interest rate - Pay a lower interest rate for the remaining term of your mortgage.
Post retirement option - The term of the loan is extended to your 95th birthday with any missed payments added to the loan balance. Depending on your needs, we may also offer a lower interest rate or change how your repayments are structured.
Going forward, if you cannot meet the terms of your new repayment arrangement, please contact our Arrears Support Unit immediately.
Other options
If we don’t offer a new repayment arrangement or you refuse a new arrangement, we will explore other options with you. These options require a further assessment to determine your eligibility:
Mortgage to rent - This is a government scheme where you voluntarily surrender your property to us. We immediately sell it to an approved housing association. They will charge you an affordable rent to continue living in the property. Any shortfall remains your responsibility unless we advise you otherwise in writing.
Voluntary sale - Sell your property and repay the mortgage. Any shortfall remains your responsibility unless we advise you otherwise in writing.
Voluntary surrender - Sign over your property to us. We’ll sell it and repay the mortgage. Any shortfall remains your responsibility unless we advise you otherwise in writing.