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Mortgage payment support

Many of us are in a different financial situation than we were before the coronavirus pandemic. We understand it can be difficult to know who to talk to if you're worried about making your mortgage payments. Supporting our customers is our top priority, so we have included some information below that may help you get independent advice on your financial situation:

Money Advice Service

Free and impartial money advice set up by the UK Government, which offers help with debt management and budget planning.

Money Advice Scotland

Scotland's money charity, which provides free and confidential guidance on financial wellbeing and dealing with debt.

Citizens Advice

A free service with links to charities, offering help with on debt solutions, money management and more.


UK Government information on benefit entitlements, housing, local services, money, tax and pensions.


Guidance and information on dealing with mortgage arrears.

Step Change Debt Charity

Free, expert debt advice on how to manage your money.

We’re here to support you

If you're worried about making your mortgage payments, it’s really important to let us know. Please don’t wait until you have missed a payment to talk to us – as soon as you get in touch we can start looking at solutions, which could prevent arrears on your mortgage.

Whether you need temporary support to get back on your feet or a long-term change, there are a number of options we can look at with you – such as agreeing reduced payments for a period of time. What we can agree will depend on your individual situation, and we will consider any proposal you make. We can reassure you our priority is to reach an arrangement with you, and any legal action is only considered when we have explored all possibilities.

How it works

We will ask you some questions so that we can understand your financial situation, and give you the right support. To answer these questions online, click here.

Depending on your current circumstances, we may also need you to complete a form setting out your income and your outgoings, and we may ask you to send us some bank statements. You can find out more and access the form below.

If you would like to complete the form before speaking with us, there are a few ways you can do this – including our quick and easy online option.

Completing the Income and Expenditure Form

Option 1 – Click here to enter your information into the form manually. You may also need to send us a copy of the last 3 months bank statements so that we can verify the information you have provided. If you have any issues accessing the form, call us on 0345 319 1200 to speak to a specialist.

If we need you to send us your statements in support of your expenditure form, you can email them to or post them to:

Mortgage Admin Team
Metro Bank PLC
PO Box 1130
Uxbridge UB8 9XX

Please include your mortgage account number so we can quickly identify you. Once we have received your form we will call you within seven days to discuss what happens next.

Option 2 – Click here to complete the form using Open Banking, where it will be automatically submitted to us and you will not need to send us your last three months’ bank statements. Once we have received the information, we will get in touch. If you need support filling out the form, call us on 0345 319 1200 to speak to a specialist.

Once we have reviewed your financial situation with you, we may suggest that you speak to one of the organisations we have listed above. It’s always a good idea to get independent advice on what the best options are for your position, as advisors can help you with other debts and access to financial support, which we are not able to do.

How to get in touch

  • Call our Mortgage Servicing team on 0345 319 1200. Our opening hours are 8.30am to 6pm Monday to Friday.
  • Complete this form and one of our specialists will give you a call. We aim to call within seven days.
  • Send us an email to – we will reply as soon as possible. Please provide your eight-digit mortgage account number, which starts with a 4 and can be found on any letter you have received from us about your mortgage.
  • Write to us at Mortgage Admin team, Metro Bank Plc, PO Box 1130, Uxbridge UB8 9XX