The customer Self-Serve portal will be unavailable from approximately 9pm on Friday 13th March until Sunday 15th March. We apologise for any inconvenience.

The customer Self-Serve portal will be unavailable from approximately 9pm on Friday 13th March until Sunday 15th March. We apologise for any inconvenience.

chli customers

Support with financial difficulties

Home » Customers » Support with financial difficulties

Whether you’re behind on your monthly payments or worried you might miss a payment, we’re here to help.

We’ve put together this step-by-step guide to let you know what to expect when you speak to us.

Step 1

We’ll work together to understand your circumstances

We’ll ask you some questions to help us understand what’s changed. It’s best to be as open and honest as you can as this will help us understand how we can help.

If your personal circumstances, for example, a health condition or a recent life event like a bereavement or divorce, are affecting your ability to manage your account, please tell us about this as we may be able to adapt our service to better support you.

Step 2

We’ll ask for an update on income and expenditure

We’ll need some information to understand the current income and expenditure. We’ll use this information to understand how we can help you.

If you’re a buy to let borrower

Please log into our self-service portal and send us a secure message asking for an income and expenditure form for you to complete at home and post back to us.

If you’d prefer to ask us to help you complete the form, you can call us on 0371 472 2032, and we’ll complete it with you over the phone.

If you’re a bridging customer

Please call us on 01252 365888 and select option 4 to speak to a member of the team.

Step 3

We’ll explain your options

We’ll use your income and expenditure information to work out what options may be suitable for you. We’ll then talk you through them, explaining what they mean to you, whether they’ll affect your credit file and if you’ll be charged more interest.

Step 4

We’ll agree a solution

We’ll work with you to agree the most appropriate solution. This may be a short-term solution or a longer-term solution to pay back any payment shortfall.

If we can’t agree a solution with you or we can’t get in touch with you, we may instruct our solicitors to begin legal action. This could result in you losing the property. This is always a last resort and something we’ll only do when we’ve exhausted all other options.