SUPPORTING YOU

We understand that every customer is different, with personal circumstances unique to them and we want to make sure that we work with each one of you in a way that meets your needs.

Support tailored to your needs

There could be any number of reasons that mean you would like us to work with you differently today, in the future, or on an ongoing basis. This might be because you have experienced a life changing event, because of your mental or physical wellbeing, or maybe you learn and understand information in a different way and would like support from a third party to help you manage your money and mortgage.

Our regulator, the Financial Conduct Authority (FCA), considers these different circumstances ‘vulnerabilities’ and has asked us to think about the support we provide to you and how that support can be tailored to suit different customer needs.

'In May 2022, 47% of UK adults had characteristics of vulnerability, up from 46% in February 2020 – an increase of nearly a million people.'

Source: FCA Financial Lives Survey 2022

Types of vulnerabilities

Many people may not consider themselves to be vulnerable, so to help give you an idea of the types of circumstances that are considered ‘vulnerabilities’ we’ve created a list using the categories identified by the FCA, Health, Life Events, Resilience and Capability.

Health. These are defined as health conditions or illnesses that may affect a person’s ability to carry out day to day tasks which could then impact their ability to manage finances. These include conditions such as:

A physical disability
Critical, severe or long-term illness
Hearing or visual impairment
Mental wellbeing
Memory or learning impairments

Life Events. These are defined as events which impact a person’s life such as bereavement, job loss or a relationship breakdown. Events could include:

Experiencing a bereavement
The breakdown of a relationship
Planning for, or entering retirement
Experiencing domestic or financial abuse
A change in income that was unexpected
Caring responsibilities

Resilience. These vulnerabilities can occur when someone has limited savings to fall back on in emergencies or they rely on all their monthly income to cover planned expenses. This can leave little room for unexpected or increased costs.

This can mean household finances are more at risk from changes in income, costs to run the home, or emotional shocks which are often experienced following a life changing event

Capability. We recognise that some people may have limited experience of financial matters or lack confidence when it comes to managing their money. This could be for a number of reasons, but examples can include: difficulty with reading, for example, if English is not their first language or they are dyslexic. Another example is where they may not be confident when it comes to using digital devices such as laptops and they don’t have anyone who is able to help or support them.

How we can help you?

If you choose to share your circumstances with us, our specialist team will work with you to understand how we can support you, or anyone you have chosen to represent you.

They can be reached:
Monday to Friday, 9:00am – 5:30pm on 0333 300 0921.

What we can do to support you

There are many ways we can offer you additional support depending on your needs, from speaking with someone you trust, to giving you extra time to absorb or get help with reviewing information. Here are a few examples of how we can support you:

Liaise with someone you trust; find out more.
Provide you with information in alternative formats; find out more.
Offer you a range of ways to communicate with us; find out more.
Give you additional time to absorb and think about any information you have been provided.
Provide support options if you are struggling to pay your monthly mortgage payments; find out more.
Help you identify an organisation that can give you expert support; find out more.
Offer several payment options; find out more.
Tell you how you can adjust your computer to make it easier to use with our website; find out more.

If you’re experiencing a situation that is impacting how you manage your finances, please let us know how we can help you. Our team can be reached Monday to Friday, 9:00am – 5:30pm on 0333 300 0921.

FREQUENTLY ASKED QUESTIONS

I have suffered a bereavement and I’m not sure what to do now?

When a partner or spouse dies, trying to understand and take over financial matters can often be overwhelming. Our FAQs are designed to explain the things you will need to consider when it comes to your mortgage in the event of a bereavement.

We know it can be a difficult time when you suffer a bereavement and as a first step, we always recommend that you give us a call to let us know what has happened. Our team is trained to help and will sensitively discuss your situation with you.

You can call us on 0333 300 0920

Will you need to see any documents?

Yes, you’ll find the documents we will need to see below:

Death Certificate
We will need to see an original or certified copy of the death certificate provided by the registrar. We can also accept interim death certificates and coroner’s certificates. If you live in Scotland, we will accept an original or certified copy of Confirmation of Death document.

If the death happened overseas, we can accept an apostille from the country that issued the death certificate or a translated version. We will need to be able to confirm the date and place of death as well as the name of the deceased.

You can send the certificate or apostille to us by email or post (details below). If you send the information to us by email, please ensure that all four corners of the certificate are visible and that all pages are included.

If you are sending the documents by post, we recommend that you use a signed for or special delivery service and we will return the document(s) to you using the same postal service.

Kensington Mortgages
Ascot House
Maidenhead Office Park
Maidenhead, SL6 3QQ

Please email us on: generalenquiries@kensingtonmortgages.co.uk

Grant of Probate
In some instances, we may need to see a Grant of Probate, but we’ll let you know if we do. Please note that if we receive the Grant of Probate in writing, we will be able to write back to you, but we won’t be able to talk to you on the phone unless we receive ID documentation for the person named on the Grant of Probate that features their name, address and signature.

Acceptable forms of signed ID include passports and driving licences. For proof of address, we will need to see a recent utility bill dated within the last 3 months.

I need some help, is there an independent organisation that can support me?

Yes. We have partnered with the National Bereavement Service (NBS) who are a not-for-profit organisation (similar to a charity). The services they offer are completely free of charge, whether you contact them by phone, email or webchat. They are available on 0800 002 9519 or at thenbs.org and can advise you on anything practical or legal, as well as help you find emotional support.

What can the National Bereavement Service (NBS) help with?

They can provide free, practical and impartial information and advice to people who are bereaved or preparing for future incapacity and death. For example, NBS can help with:

The registration of death,
Referral to the coroner,
Prioritising who needs to be notified after a death,
Finding a reputable funeral director,
How to pay for a funeral,
Whether or not probate may be needed,
Dealing with debts left by the person who has died,
Support if you feel you are struggling with your emotions,
Advice and care for anyone planning ahead in anticipation of their own death.

For more information visit thenbs.org or speak to one of their advisers on 0800 002 9519.

The mortgage was in my partner/spouse’s name. What happens now?

If the mortgage was in the deceased’s name only and there is an outstanding debt, proceeds from the estate or an insurance policy may be used to pay all or some of it off. If this isn’t possible and you intend to stay in the property, we may be able to set up a new mortgage in your name.

Does that mean I will have to apply for a new mortgage?

Yes, it does. However, as our mortgages are arranged through brokers, you will need to seek independent financial advice from a mortgage broker within 12 months of your partner or spouse’s death. A broker will offer advice based on your circumstances and will also submit a mortgage application to us on your behalf.

I don’t have a broker, where can I find one?

If you don’t have a mortgage broker, you can find one using the Unbiased website here.

What happens if the mortgage was a joint mortgage?

If the mortgage is covered by an insurance policy the funds can be used to cover all or part of the mortgage debt as long as the property was owned as a ‘joint tenancy’. This means that both you and your partner/spouse were equal owners of and shared equal rights over the mortgaged property. In the event of a bereavement, the property will automatically pass to the surviving owner.

The property may also have been owned as ‘tenants in common’ which means that each owner had a share of the property, for example, 50:50 or 75:25. In the event of a bereavement, the deceased’s share of the property does not automatically pass to the surviving owner. In this case, it will be dependant on what they have expressed in their will with regards to ownership of their share.

If I wanted to pay off the mortgage, would I have to pay an early redemption charge?

No, we consider a bereavement a life event so we would waive the early redemption fee. However,
please bear in mind that you would still need to pay a standard mortgage exit fee which is less than
£100.

Will the mortgage still need to be paid whilst the financial arrangements are being resolved?

Yes, when someone dies, their financial debts, including any mortgage debt they have, will need to be settled. The monthly mortgage payments will also need to be paid up to the point the mortgage debt is settled. If you’re worried about what this means for you, we’re here to help.

Our team can be reached on 0333 300 0920

Can someone else contact you on my behalf?

Yes, if you’d like someone else to be the main contact you can call our team and give verbal authority for a third party, who could be a trusted family member, friend or carer friend, to act on your behalf. The authority will last for a period of three months.

Alternatively, you can ask us to send you an authorisation form in the post, via email, or if you have access to online services via secure messaging. The form needs to be completed by you and the trusted person you have chosen, signed, and returned to us via post, email, or secure message. This authority is valid until it is revoked by you.

Our team can be reached on 0333 300 0920

What happens if the mortgage account is in arrears?

If the account is in arrears or you’re worried about how you will make payments in the future, it’s always best to give us a call to let us know your circumstances as soon as possible. Our team will sensitively discuss your situation with you and look for ways that we can offer support during such a difficult time.

Our team can be reached on 0333 300 0920

I’ve been diagnosed with a terminal or critical illness, will I still have to pay my mortgage?

If you are diagnosed with a critical or terminal illness, it’s only natural to worry about how you will
manage your financial commitments, so we’ve put together some FAQs to provide some guidance.

Yes, you will still need to make your mortgage payments but if you’re worried about your ability to pay as your illness progresses then please contact us as soon as possible. Our team will be able to discuss your circumstances so that they can identify the best way to support you during this time.

If you have an insurance policy for your mortgage, you may also want to contact your provider to check if your policy provides cover for critical or terminal illnesses.

You can speak to us on 0333 300 0920

There are also several sources of free independent financial advice, including organisations specialising in debt management.

Will I have to prove that I have a terminal or critical illness?

We will need to see some documentation including a letter from your doctor or consultant with details of your condition and the prognosis.

I’ve had to give up work and now I’m worried about paying my mortgage.

If you’re worried about your ability to make your mortgage payments now or in the future, please contact us as soon as possible. Our team is here to offer support and will talk through your current circumstances so they can understand the best way to support you.

If you have an insurance policy for your mortgage, you may also want to contact your provider to check if your policy provides cover for critical or terminal illnesses.

You can speak to our team on 0333 300 0920

There are also several sources of free independent financial advice, including organisations specialising in debt management.

My account is already in arrears. Will my home be repossessed?

If you’re suffering from a critical or terminal illness, we will always look for ways in which we can support you during such a difficult time. If your account is already in arrears or you’re worried about how you will meet your mortgage payments in the future, we would advise you to contact our team as soon as possible.

They are trained to sensitively discuss your circumstances and will look at the best way we can support you. There will be some documentation that they will ask you to provide during the call including a letter from your doctor or consultant with details of your condition and the prognosis.

If you have an insurance policy for your mortgage, you may also want to contact your provider to check if your policy provides cover for critical or terminal illnesses.

You can speak to our team on 0333 300 0920

There are also several sources of free independent financial advice, including organisations specialising in debt management.

What happens if repossession proceedings have already started?

We would advise you to let us know as soon as possible by giving our team a call to notify them that you have been diagnosed with a critical or terminal illness. They will need to see a letter from your doctor or consultant with details of your condition and the prognosis. Depending on your circumstances, any repossession action that may have already started could be stopped.

You can speak to our team on 0333 300 0920

I’m too ill to talk to anyone, can someone else contact you on my behalf?

Yes, if you’d like someone else that you trust such as a close family member, friend or carer to be the main contact for you, we may need to see a Power of Attorney, or you can complete the Third-Party Authority form. If you call our team, they will be able to advise you what they will need depending on your circumstances.

Alternatively, you can ask us to send you an authorisation form in the post, via email, or if you have access to online services via secure messaging. The form needs to be completed by you and the trusted person you have chosen, signed, and returned to us via post, email, or secure message. This authority is valid until it is revoked by you.

We can be reached on 0333 300 0920

What are examples of Neurodiverse conditions?

We understand that different people read, absorb and understand information in different ways. These FAQs provide guidance on the ways we can support you if you identify as Neurodiverse or you have been diagnosed with a Neurodiverse condition.

Neurodiverse conditions can include conditions such as:

Attention deficit hyperactivity disorder (ADHD)
Autism
Dyslexia (difficulty with reading)
Dyscalculia (difficulty with maths)
Tourette’s Syndrome
General learning disabilities (difficulties with learning, understanding and communicating)

Does Neurodiversity include mental health conditions?

Yes, Neurodiversity includes mental health conditions such as:

Bipolar Disorder
Depression
Anxiety
Addiction & Substance Abuse
Schizophrenia
PTSD

What should I do if I have a Neurodiverse condition?

If you have a Neurodiverse condition, please let us know the next time you contact us. It will also be helpful for our team to know if your condition means that you have specific requirements so that we can ensure we are talking to and providing you with information in a way that meets your needs.

Will I have to tell you this information every time I contact you?

No, we will add a confidential note to your account so that whenever you contact us, we will be aware of any special requirements that you may have.

Can someone else speak to you on my behalf?

Yes, if you’d like someone else to be the main contact you can call our team and give verbal authority for a third party, which could be a trusted family member, a friend or carer to act on your behalf. The authority will be valid for a period of three months.

Alternatively, you can ask us to send you an authorisation form in the post, via email, or if you have access to online services via secure messaging. The form needs to be completed by you and the trusted person you have chosen, signed, and returned to us via post, email, or secure message. This authority is valid until it is revoked by you.

We can be reached on 0333 300 0920

I don’t understand English very well, can someone speak to you on my behalf?

We want to ensure that language is not a barrier if you need to contact us, or we send you information relating to your mortgage. Our FAQs outline how we can support you if English is your second language.

Yes, if you’d like someone else to be the main contact you can call our team and give verbal authority for a third party, which could be a trusted family member or a friend to act on your behalf. The authority will be valid for a period of three months.

Alternatively, you can ask us to send you an authorisation form in the post, via email, or if you have access to online services via secure messaging. The form needs to be completed by you and the trusted person you have chosen, signed, and returned to us via post, email, or secure message. This authority is valid until it is revoked by you.

We can be reached on 0333 300 0920

I can speak English, but I struggle to understand written English. How can you help?

If you receive something from us that you don’t understand please let our team know when you
contact us so we can make a note on your account and if requested, we can give you longer to
review the information we have sent.

Can I have written documentation translated before it is sent to me?

At this time, we do not offer a written translation service.

If one of your team speaks my language, can I speak to them?

As a financial services company, we have an obligation to ensure that during any telephone conversations you receive the correct information and are being provided with the right level of service. This means that from time to time our team may need to review calls which we would not be able to do if they were in different languages.

However, you can have a translator with you when contacting us who we can talk to and they can translate on your behalf.

Money worries

If you’re having trouble paying your mortgage, please contact us, sooner rather than later so that we can better understand your situation and do what we can to help.

You can also visit our Money Worries page to understand more about how we can work with you to offer support and find a solution.

You can also visit our page detailing sources of free independent financial advice, including organisations that specialise in debt management.

Can I make adjustments to the way the information is presented to me on your website?

Yes, you can make adjustments to the way the information is presented on your screen by visiting our accessibility page here.

Can I ask for information to be sent to me in a different format?

Yes, we can communicate with you in a range of alternative formats, such as Braille, large print, coloured paper, or audio. Your chosen format will include any letters, annual statements or information relating to your mortgage.

Once you have chosen a format that is most suitable, we will make sure that everything we send to you is in the format of your choice.

You can request an alternative format over the phone, in the post, via email or if you have access to online services, via secure messaging.

I’m suffering from financial abuse and I’m worried that I will fall behind with my mortgage payments – what can I do?

Financial abuse is when someone takes control of another person’s finances. Financial abuse can happen to anyone, and can also be committed by anyone, including family members, spouses and partners, carers and even friends and associates. There are a number of reasons why this could happen including to reduce someone’s independence, take advantage of them to make them reliant on a particular person.

If you are suffering from financial abuse or you know someone who is, we’ve put together some of our most frequently asked questions to provide some guidance on what to do if your/their mortgage payments are affected.

If you are suffering from financial abuse and you’re worried about paying your mortgage, please contact us. If you’re worried about being overheard, you can ask us to contact you instead. You can email us with a safe time and day and choose whether we contact you by phone or email. If you have access to online services you can also send us a secure message. Please be aware that we can only call UK based phone numbers.

We can be reached on 0333 300 0920 or you can email us at generalenquiries@kensingtonmortgages.co.uk

My mortgage is in my name only, can I have my post sent to a different address?

Yes, if the mortgage is in your sole name and you’re worried about your post being intercepted, you can:

Sign up to manage your account on our online customer portal. It’s really easy to register and it's password protected so only you have access. You can log in or register here.
Ask for your post to be sent to a different address. For example, it could be sent to a trusted friend or family member.

To do this, you will need to give our team a call on 0333 300 0920

How will I know that this information won’t be communicated to my spouse/partner?

Any information you share with us or that we note on your account is completely confidential and will not be shared with anyone else. We can also assure you that we will not discuss your account or disclose details of any conversations or correspondence that we have sent to you.

Can I have my post sent to a different address if my mortgage is a joint account?

Unfortunately, we can only send your mail to a different address if you have moved out of the property that is mortgaged. If this is the case, you can contact us and we can arrange to send any correspondence to a different address.

If there is specific information you would like but do not want your partner or spouse to know we may be able to tell you over the phone or send it via our secure messaging service. If you have access to online services you can log in or register here.

You can call us on 0333 300 0920

Further help

Although our team can only discuss your mortgage account with you, there are many organisations that offer support if you’re the victim or domestic or financial abuse. We’ve included some helpful links below.

If you’re worried about someone knowing which website pages you’ve visited, we’ve included a link to the Metropolitan Police’s guide to hiding your online activity which you can find here.

Hourglass
www.wearehourglass.org
Call: 08088088141
Lines are open Monday to Friday 09:00 to 17:00

National Domestic Abuse Helpline
Operated by Refuge www.refuge.org.uk
Call: 08082000247
This is a 24-hour helpline

Living without abuse
www.lwa.org.uk
Call: 08088020028
Lines are open Monday to Saturday 08:00 to 20:00

Women’s Aid
www.womensaid.org
Email: helpline@womensaid.org.uk
Instant messaging service 10:00 to 12:00 via their website

The Men’s Advice Line
www.mensadviceline.org
Call: 08088010327
Lines are open Monday to Friday 10:00 to 13:00 and 14:00 to 17:00

Money Helper
www.moneyhelper.org.uk
Call: 08001387777

ManKind Initiative
www.mankind.org.uk
Call: 01823334244
Lines are open Monday to Friday 10:00 to 16:00 and 19:00 to 21:00 (except Friday evenings)

Live Fear-Free Helpline
Support for men, women and children in Wales with Welsh language provision.
www.gov.wales/live-fear-free
Call: 08088010800

Surviving Economic Abuse (SEA)
A charity dedicated to raising awareness of economic abuse and transforming responses to it, whilst helping to support woman to survive and thrive.
www.survivingeconomicabuse.org/i-need-help

Support for LGBTQ+
www.galop.org.uk

USEFUL INFORMATION

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