Support

Your circumstances matter to us

We know that everyone’s situation is different, and we’re here to support you in a way that works for you. 

We understand that sometimes you might need us to work with you in a more tailored way. This could be due to a life-changing event, your mental or physical wellbeing, or because of the way that you process information and would benefit from extra support.

You’re not alone

If you're going through a difficult time, please contact us. We’re here to listen and help you find the right way forward.

How can we support you? 

We appreciate that it’s not always easy to talk about your personal circumstances, which is why you only need tell us once, so we’re always aware of your situation. 

Whatever you tell us is confidential and it won’t affect your credit score.

Email us: customerservice@engagecredit.com 

Secure Message: Customer portal 

Call us: 0333 014 2046 (between 9am to 6pm Monday to Friday)

Write to us: Engage Credit, Harman House, 1 George Street, Uxbridge, UB8 1QQ

 

You can sign up to our portal following this link.You’ll need the email address that you’ve already provided to us when signing up for the portal.

Here are some of the ways we can support you: 

  • Bereavement

    • Losing a partner or spouse is often overwhelming and we’re here to help you through the next steps.


      How We Can Support You
        • Bereavement Guide 
      Our guide explains what you may need to consider and how we can support you during this time.

      You can download the Bereavement Guide here or request a copy by email or post here.
        • Talk to Us
      We recommend giving us a call and our team will guide you through the process at a pace that suits you. 
      If speaking feels difficult, you can complete and return our Bereavement Notification Form here instead, and we’ll contact you about next steps or you can request a copy by email or post here.
      • We also have some information which you may find helpful in our Bereavement Guide which can be found here. 


      By sharing your situation with us, we can:
      • Handle your account with care and sensitivity by a dedicated team.
      • Give you extra time to make decisions or return forms.
      • Review mortgage payments and adjust them where possible.
         -If you’re worried about your ability to make mortgage payments, 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. There’s also lots of information on our website that you may find helpful, which can be found here.
      • Signpost you to independent advice and support services.

  • Serious Illness

    • Illness can occur at any time and effect everyone in different ways. We understand this can be a challenging time, and we’re here to help. 

      How We Can Support You

        • Talk to Us

      We recommend giving us a call. If you let us know about your situation, we can provide tailored support to make things easier for you. 

      If speaking feels difficult, you can complete and return our Notification Form here instead or request a copy by email or post here.

      By sharing your circumstances with us, we can:

      • Review your mortgage payments and adjust them where possible.

      - If you’re worried about your ability to make mortgage payments, 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. There’s also lots of information on our website that you may find helpful, which can be found here

      • Handle your account with care and sensitivity by a dedicated team.

      • Give you extra time to make decisions or return forms.

      • Allow you to nominate a trusted person to speak to us on your behalf.
      (You can complete our Third Party Authority form online here or request a copy by post or email here.)

      • Or just have a trusted person present during phone calls

      • Signpost you to independent advice and support services.

      • Speak to you about if your insurance policy covers critical or terminal illness.
         - If you have an insurance policy for your mortgage, you may want to contact your provider to check if your policy provides cover for critical or terminal illnesses.

      Benefits to letting us know

      We understand that everyone’s circumstances are different. If you share any additional needs or preferences with us, we’ll make sure your account is updated so we can support you in the right way. For example:
      • If you tell us you’re hard of hearing, we can update your account so that we contact you by email or speak with a trusted third party if you prefer.
      • If you find early phone calls difficult, we can arrange to contact you later in the day, at a time that works better for you.
      • If a family member is helping you manage your finances, we can send you a Third Party Authority (TPA) form so we’re able to speak with them directly when needed.

  • Mental Health

    • Around 1 in 4 of us will experience a mental health challenge during our lives and we understand the impact this can have on managing finances. Any information you share with us about your mental health will be treated confidentially and only used to help you. 

      How We Can Support You

      • Talk to Us

      We recommend giving us a call. If you let us know about your situation, we can provide tailored support to make things easier for you. 

      If speaking feels difficult, you can complete and return our Notification Form here instead or request a copy by email or post here.

      By sharing your circumstances with us, we can:

      • Give you extra time (during and after calls) to make decisions or return forms, if it helps.

      • Handle your account with care and sensitivity by a dedicated team.

      • Allow you to nominate a trusted person to speak to us on your behalf.
      (You can complete our Third Party Authority form online here or request a copy by post or email here.)

      • Or just have a trusted person present during phone calls

      • Signpost you to independent advice and professional support services available from Mind and Mental Health Foundation.

  • Flexible Communication

    • We understand that everyone has different communication needs. We can adapt how we contact you to make things easier and more comfortable.

      Your Options

      • Alternative to Phone Calls
      If you prefer not to speak on the phone, we can use other methods such as email, secure messaging, or written correspondence.

      • Nominate Someone You Trust
      You can choose a trusted person to communicate with us on your behalf.
      Complete our Third Party Authority form online here or request a copy by post or email here.

      • Relay UK Service
      If you use Relay UK, simply add the prefix 18001 before our number to connect with a Relay agent. They’ll speak your words to us and text our words back to you.
      You can also download the Relay UK app so you can text us and get live replies.

      • Choose What You Receive
      You can opt out of certain communication formats such as SMS, phone calls, letters, or emails.

      - Please be aware, certain information must be sent by letter (for example arrears statements, annual statements etc).

      • Accessible Formats
      We can provide correspondence in:
      - Braille
      - Audio CD
      - Large print
      - Blue or yellow paper

      How to Tell Us Your Preferences

      Call us:         0333 014 2046 (between 9am to 6pm Monday to Friday)
      Email us:        customerservice@engagecredit.com
      Secure Message:    https://portal.engagecredit.com
      Write to us:     Engage Credit, Harman House, 1 George Street, Uxbridge, UB8 1QQ.

      If it’s simpler for you, you can complete our Preferred Communication Notification Form here or request a copy by post or email here.

  • Gambling

    • We understand it can be difficult to talk about gambling whether it’s something you’re experiencing or you’re concerned about a loved one. Any information you share with us is confidential and we’re here to help, especially if gambling is affecting your ability to manage your mortgage.

      How We Can Support You

      • Talk to Us

      If gambling is impacting your mortgage, please contact our dedicated team. We'll discuss your situation and explore support options that work for you. 
      If speaking about it feels difficult, you can complete and return our Notification Form here instead or request a copy by email or post here.

      By informing us, we can:

      • Offer flexible support tailored to your needs 

      • Explore temporary breaks or adaptations to mortgage payments 

         - If you’re worried about your ability to make mortgage payments, 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. There’s also lots of information on our website that you may find helpful, which can be found here.

      • Connect you with self-help tools and professional services 

      • Provide non-judgmental, confidential assistance so you can regain control

      • Allow you to nominate a trusted person to speak to us on your behalf.
      You can complete our Third Party Authority form online here or request a copy by post or email here.

      • Self Help Resources
      You don’t have to go through this alone. Explore free, confidential tools to help you understand and address gambling behaviours:
         • GamCare
        - Self-help workbook & interactive tools to reflect on gambling habits, finances, moods, and more [gamcare.org.uk] 
         - MyGamCare & EmpowerMe: digital programmes to set goals and build coping strategies [my.gamcare.org.uk], https://www.gamcare.org.uk/self-help/empowerme/  
         - 24/7 National Gambling Helpline: call 0808 8020 133, live chat, WhatsApp, support forums [gamcare.org.uk]
         • GambleAware
         - Self-assessment tool, spending tracker, goal planning, blocking advice, and app support [gambleaware.org], [play.google.com]
      https://www.gambleaware.org/tools-and-support/national-gambling-support-network/ 
        • NHS Support
         - Advice on recognising gambling harms, local treatment clinics, and self-referral guidance https://www.nhs.uk/live-well/addiction-support/gambling-addiction/    https://www.northerngamblingservice.nhs.uk/    https://hiowhealthcare.nhs.uk/our-services/a-z-list-of-services/gambling-service  
         • Support for Families & Friends
      GamCare’s For family and friends resources offer practical guidance and emotional support for those affected by someone else’s gambling. https://www.gambleaware.org/advice/for-family-and-friends/
       

  • Financial Abuse

    • Financial abuse can be difficult to recognise, and we understand how sensitive this situation can be. Any information you share with us will be treated confidentially and only used to help you.

      Signs of Financial Abuse

      Financial abuse can take various forms. You may be experiencing financial abuse if you notice:
      • Restricted or controlled access to money, accounts and statements.
      • Being forced to pay someone a salary or benefit payments.
      • Pressure to take out credit agreement or loans.

      If any of these sound familiar, please know you’re not alone and support is available.

      How We Can Help

      • We can put additional safeguards in place to protect your account and prevent unwanted changes.
      • We’ll work with you at a pace that feels comfortable and ensure your disclosure remains private.
      • We can help you explore options for managing your mortgage and reducing financial stress.
      By telling us, we can:
      • Make sure your account is secure and protected from unauthorised access
      • Offer flexible solutions tailored to your circumstances
      • Signpost you with trusted support services
      Independent Support
      You may also find it helpful to contact organisations that provide specialist advice and support:

      • Refuge (opens in a new window)  
      • Women’s Aid (opens in a new window)

      We acknowledge there’s a range of different circumstances you may be going through. Just because they might not be listed here, please don’t put off reaching out to us to see how we can support you. 
      Call us:         0333 014 2046 (between 9am to 6pm Monday to Friday)
      Write to us:     Engage Credit, Harman House, 1 George Street, Uxbridge, UB8 1QQ

      Email us:        customerservice@engagecredit.com
      Secure Message:    https://portal.engagecredit.com
       

Support for Customers with caring responsibilities

If you look after a partner, relative, friend or someone else who needs support because of illness, disability, mental health, age, addiction or other personal circumstances, you may be a carer — even if you don’t use that word to describe yourself. Caring responsibilities can affect how much time, energy or confidence you have to manage your mortgage or speak with us. We want to make it easier for you to get the right support, in a way that works for you.

We won’t make assumptions about your circumstances. We’ll listen, explain your options clearly and work with you to understand what support may be appropriate.

 

How Engage Credit can support you

If your caring responsibilities make it harder for you to manage your account, contact us, understand information or keep to agreed payment arrangements, please tell us. We’ll listen, treat your information sensitively and consider what reasonable adjustments or tailored support may help. This could include changing how we contact you, giving you more time to respond, explaining information in a different way or helping you understand what options may be available if you’re worried about payments.

 

Your options

Choose how we contact you
If speaking on the phone is difficult, we can look at other ways to communicate with you, such as email, secure messaging or written correspondence.

Just let us know, by visiting our contact us page here. If it’s simpler for you, you can complete our Preferred Communication Notification Form here or request a copy by post or email.

Nominate someone you trust
You can ask us to speak with a trusted person on your behalf. This may be helpful if someone supports you with day-to-day tasks, paperwork or understanding information. We’ll need your permission before we can discuss your account with them. You can complete our Third Party Authority form online here or request a copy by post or email.

Talk to us early
If you’re finding things difficult, or you’re worried your caring responsibilities may affect your ability to keep up with payments, please contact us as soon as you can. Our team will be able to discuss your circumstances so that they can identify the best way to support you during this time. There’s also lots of information on our website that you may find helpful, which can be found here.

Support for carers of Engage Credit customers

If you care for, or support, someone who has an account with Engage Credit, we understand that you may need to contact us or help them manage their mortgage. We’ll try to make this as straightforward as possible while protecting the customer’s privacy and account security.

 

How we can help

  • We can explain what authority is needed before we can share account information or act on instructions.
  • We can provide information about Third Party Authority, Power of Attorney or other recognised arrangements, depending on the customer’s circumstances.
  • Where we have the right permission in place, we can speak with you about the customer’s account and any support needs they’ve asked us to record.
  • If there’s an urgent concern, such as financial difficulty, bereavement, serious illness or a customer being unable to manage their affairs, we’ll explain what information we can take and what steps may be available.

Getting permission to speak with us

In most cases, we’ll need the customer’s consent before we can discuss their account with you. This helps us protect their personal information and make sure we’re acting in line with their wishes. If the customer can’t give consent, please contact us and we’ll explain what evidence or authority may be needed.

If you are worried about the customer

If you’re concerned that the customer is struggling, at risk of harm, or unable to deal with their mortgage, please tell us. Even where we can’t share account information without the right authority, we may still be able to listen, record relevant information and consider what support may be appropriate for the customer.

 

What type of authority do I need?

The type of authority needed depends on the customer’s circumstances and what they’d like you to help with. We’ll always explain what’s needed before we share account information or act on instructions.

  • Third Party Authority — this lets the customer give us permission to speak to a named person about their account. It can be useful where support is needed with day-to-day contact, paperwork or understanding information. Changes to the account won’t be permitted.
  • Power of Attorney — this may allow someone to make decisions or manage financial matters for the customer, depending on the type of Power of Attorney and how it’s been registered.
  • Court of Protection or Deputyship — this may apply where a customer can’t make certain decisions for themselves and someone has been appointed to act on their behalf.
  • Appointeeship — this usually relates to managing certain benefits for someone and may not give authority to manage their mortgage account. We’ll explain what we can accept.
  • Customer present on the call — if the customer is able to speak with us and confirm they’re happy for us to talk to you, we may be able to continue the conversation with you involved.

What we can and can’t do without consent

If you don’t have authority to act for the customer, there are still some things we may be able to do. We’ll always protect the customer’s personal information and we won’t share account details unless we have the right permission or legal authority.

  • We can listen to your concerns.
  • We can record relevant information where it may help us support the customer.
  • We can explain our general processes and what type of authority may be needed.
  • We can’t share account details, confirm information about the account or accept instructions unless we have appropriate consent or authority.

 

A checklist for carers before contacting Engage Credit

To help us deal with your enquiry as smoothly as possible, it may be useful to have the following information ready when you contact us:

  • the customer’s name and account or reference number;
  • your relationship to the customer;
  • whether the customer can give permission for us to speak with you;
  • whether you hold Third Party Authority, Power of Attorney or another form of legal authority;
  • what support you’re asking for;
  • whether any communication adjustments are needed.

External support

There are independent organisations that may be able to give practical guidance, emotional support or financial information if you’re caring for someone or helping them manage their affairs.

Carers UK provides information and guidance for unpaid carers, including help with practical caring responsibilities, benefits and managing someone’s affairs.

Citizens Advice can provide free, independent support on benefits, debt, managing someone else’s affairs and other practical issues.

Age UK: They have information and advice on a range of topics – from money and pensions to housing, health services and scams.

GOV.UK and the Office of the Public Guardian provide information about Lasting Power of Attorney, Deputyship and other legal arrangements.

If caring responsibilities are affecting affordability or you’re worried about money, free debt advice organisations may also be able to help you understand your options.

Frequently asked questions

These answers are designed to help you understand how we can support you and what we may need before we can discuss a customer’s account.

  • Can I speak to Engage Credit on behalf of someone I care for?

    • Yes, but we’ll usually need the customer’s consent or another recognised authority before we can discuss their account with you.

       

  • What if the customer can’t give consent?

    • Please contact us and we’ll explain what evidence or authority may be needed, such as Power of Attorney, Deputyship or another recognised arrangement.

       

  • What is Third Party Authority?
    • Third Party Authority is when a customer gives us permission to speak to a named person about their account. It can be helpful where someone supports the customer with paperwork, calls or understanding information.
  • What is Power of Attorney?
    • Power of Attorney is a legal arrangement that may allow someone to make decisions or manage financial matters for another person, depending on the type of authority in place.
  • Can Engage Credit speak to me if I don’t have authority?
    • We may be able to listen to your concerns and explain general processes, but we can’t share account details or accept instructions without the right consent or authority.
  • Can I tell Engage Credit I’m worried about a customer?
    • Yes. Even if we can’t share information with you, we may still be able to record relevant information and consider what support may be appropriate for the customer.
  • Will telling Engage Credit about caring responsibilities affect the customer’s mortgage?
    • No. Telling us about caring responsibilities helps us understand what support may be needed. It doesn’t change the customer’s mortgage terms or mean support will be applied without discussing the circumstances.
  • Can support needs be changed or removed later?
    • Yes. If the customer’s circumstances change, they can ask us to update or remove support needs we’ve recorded, where appropriate.