Click to expand questions
I have received a payment reminder, but have already made my payment this month?
Don’t worry, please disregard this message if you have already made this month's payment.
I have received a payment reminder, but I am in an arrangement and don’t currently pay my regular contractual monthly instalment?
Don’t worry, please disregard this message, and continue to make payments as per your current agreed arrangement.
I have received a payment reminder, but I don’t make scheduled monthly payments?
Don’t worry, please disregard this message and continue to make payments as per your agreed payment schedule e.g. weekly/fortnightly.
I have received a payment reminder but have already discussed this payment with the customer support team
If you have already spoken to our customer support team regarding your upcoming payment, please disregard the message and follow the advice you have received.
I have received a payment reminder, but I make payments under a court order?
Don’t worry, please disregard this message, and continue to make the agreed payment under your court order.
What happens if my payment date falls on a Weekend or Bank Holiday?
If you direct debit payment is going to fall due on a weekend or bank holiday, the payment will be taken on the next working day.
What is the remaining term and/or balance on my secured loan/mortgage?
If you would like to find out further information regarding the remaining term or balance of your secured loan/mortgage, please contact our admin team on 01709 512513 or nhladmin@nortonhomeloans.co.uk, and they will be able to advise you accordingly.
My Direct Debit has failed; can I pay this by debit card?
If your direct debit has failed and you would like to pay the instalment via debit card, please contact the customer support team on 01709 321655 or customer.support@nortonhomeloans.co.uk, they will be able to talk you through the options available to you and arrange to take a card payment if required.
My interest rate has increased, and I am struggling to make the payments
Should you be experiencing financial difficulties please do not worry, we are here to help. Contact us as at your earliest convenience on 01709 321655 or customer.support@nortonhomeloans.co.uk to discuss what tailored solutions may be available to you such as extending your loan term or affordable payment arrangements.
I do not have sufficient funds available for the Direct Debit to go through
Should you be experiencing financial difficulties please do not worry, we are here to help. Contact us at your earliest convenience on 01709 321655 or customer.support@nortonhomeloans.co.uk to discuss what options may be available to you.
I am coming towards the end of my fixed rate, what will my new variable payment be?
For further information regarding the end of your fixed rate, please contact our admin team on 01709 512513 or nhladmin@nortonhomeloans.co.uk, and they will be able to advise you accordingly.
I can’t make my monthly payment, what can I do?
Don't panic, we understand that sometimes things come up that can make it difficult to make your monthly payment and we’re here to help you find a solution that works for you.
If you think that you’ll be unable to make your monthly payment, please don’t ignore it and call our team on 01709 321655 where one of our advisors will listen to your situation and work with you to find a suitable solution.
The cost-of-living crisis has really had an impact on my finances, can you help?
We know that the current cost-of-living crisis and rising inflation has affected many people, and we understand that it may have caused some concerns about making your monthly mortgage payments. Remember, we're here to support you.
Please don't hesitate to reach out to us at 01709 321655 if you need assistance. Our team of friendly advisors are available to help you Monday to Friday, between 9am-5:30pm.
Can you recommend anyone I can speak to about my money worries?
Free, independent advice is available from the following organisations:
National Debtline: 0808 808 4000
Citizens Advice Bureau (CAB): 0800 144 8848 (England) or 0800 702 2020 (Wales)
Step Change Debt Charity: 0800 138 1111
MoneyHelper: 0800 138 7777
Money Advice in Scotland: 0808 800 9060
Civil Legal Advice: 0345 345 4345
Shelter Housing Advice: 0808 800 4444