Help managing your mortgage

Talk to your broker

I need help with my mortgage

If you are worried about paying your mortgage, you’ll find information here that can help. 

If you are worried, the first step is to talk to us. If you’re worried about meeting your mortgage repayments, you can get in contact with our dedicated arrears support team on 0818 280 280. If you have received a text message from us, you can give us a call on 0818 303078.

Together we can work through your situation and look at possible solutions. Or, if you have received a letter or call from us, please use it as a starting point to come and talk to us so we can start to work together.

4 Steps to managing your mortgage

  • Your situation may seem daunting, but the first step is to get in touch..
  • It’s tempting to just hope the issue will go away on its own, but it's important not to ignore the early signs of financial difficulty.
  • If you are already behind with your mortgage repayments, the best thing to do is get in contact with us so we can try to help. We have a well-trained team who will bring you through the steps involved and answer your questions.
  • The earlier you contact us the sooner we can work together to find ways to help.
  • After you’ve talked to our team, we will ask you to fill in a Standard Financial Statement , which is a document created by the Central Bank of Ireland. It might sound intimidating, but don’t worry; this is simply a form that help you to get a detailed picture of your current financial circumstances.
  • You will find that the Central Bank of Ireland website has a helpful guide to completing a Standard Financial Statement called Mortgage Arrears Completing a Standard Financial Statement (PDF, 24 pages, 1,055KB). You can also visit our Standard Financial Statement section below which will provide guidance, through a series of videos, and brings you through the various sections of the form.
  • If it is a case that you are worried about your mortgage, but you haven’t missed a payment yet, it will still help you to complete the SFS and send it to your Mortgage Broker or post it to us at:
    Haven Limited 
    10 Molesworth Street, 
    Dublin 2, D02 R126. 
  • However, if you have already missed a payment, then send the completed SFS to the Arrears Support Unit (ASU) at the address above. We’ll also need some other documents to support the information in the SFS. There’s a list of these below. Each person on the mortgage will need to send their own documents.
  • Your completed SFS form, together with the documents we need should be sent to Haven within 20 days of contacting us.
  • Documents you'll need you'll need to include with your completed SFS are outlined in the SFS.

We know every situation is different, so we’ll take all your information into account and assess your individual circumstances. This involves reviewing the information provided by you in the SFS and asking any questions about the information provided in the meantime. 

We’ll consider your individual case carefully, based on:

  • Your personal circumstances.
  • What you owe.
  • The information provided in the SFS and other documents.
  • Your repayment history.
  • Your repayment capacity.

We’ll look at each of these areas to provide you with a realistic and sustainable alternative repayment option for your mortgage, which brings us to the last and final step of the process; the best solution for you.

Once we have gathered and assessed all the information, we will work with you to explore all possible options. We’ll do everything we can to agree alternative repayments that will help you stay in your home or, if this isn’t feasible, we’ll let you know the relevant next steps. Read below to learn the kind of solutions which might be considered.

Solutions that will help me keep my home

  • Interest Only
  • Fixed Repayment
  • Extension of Loan Term
  • Capitalisation of the Arrears and Interest
  • Changing the type of the mortgage
  • Split mortgage
  • Low Fixed Interest rate
  • Positive Equity Solution

What other options are available?

  • Voluntary Surrender
  • Mortgage to Rent
  • Voluntary Sale of your property
  • Negative Equity Trade

Want to find out more about these options? Check out our Mortgage Arrears Resolution Process (MARP) information booklet (PDF, 21 pages, 602KB).

Contact us

If you prefer to chat

Call us 0818 280 280

— Got questions? —

Here are answers to some questions.

The sooner you contact us, the quicker we can help.

  • If you’re worried about meeting your mortgage repayments, you can get in contact with our dedicated Arrears Support Unit Team on 0818 280 280
  • If you have received a text message from us, you can give us a call on 0818 303078.
  • You may also receive calls about your mortgage from Haven from the following number - 01 7714415.
  • We’re ready to chat Monday Friday 9:00 to 17:00, Saturday 9:00 to 13:00. Our Arrears Support Unit (ASU) are not available on Bank or Public Holidays.
  • Alternatively, you can write to us at ASU Team, Haven, 2 Burlington Road, Dublin 4, D04 WV00, Ireland. 
  • If you have missed a payment and want to pay it now, more information  missing a payment.

We’ve outlined Haven's Mortgage Arrears Resolution Process (MARP) in four easy steps below, to give you a clear picture of what this involves. Also, full details of the four steps of MARP are contained within our MARP booklet (PDF, 21 pages, 602KB).

It is vital that you co-operate with Haven in relation to your current financial situation. If you don’t cooperate with us:

  • You will lose the protections afforded by the Mortgage Arrears Resolution Process (MARP);
  • We may take legal action against you;
  • Where we do take legal action, you will have to pay the legal costs;
  • Whether or not the property is repossessed and disposed of, you will still have to pay what you owe, including any accrued interest, charges, legal, selling and other related costs;
  • In the event that we commence legal proceedings to repossess your property, you will be responsible for the legal costs of such proceedings, estimated at €4,500 and costs associated with the disposal of the property. However this amount could be higher or lower depending on the legal action taken;
  • This may affect your eligibility for a Personal Insolvency Arrangement in accordance with the Personal Insolvency Act 2012;
  • We may add charges to any missed repayments on your mortgage account.

More information on the suggested points of contact below.

Money Advice & Budgeting Service (MABS)
MABS website offers free and confidential independent advice and assistance with managing your finances.

Their contact number is 0761 07 2000.

The Irish Mortgage Holders Organisation (IMHO)
IMHO website will provide free and independent professional advice if you are having difficulty meeting your mortgage repayments. Their contact number is 1890 623 624.

Keeping Your Home
Keeping your home website is a website provided by the Citizens Information Board and the Money Advice and Budgeting Service (MABS). The site aims to provide comprehensive information on the services and entitlements available if you are having difficulties paying your rent or making your mortgage repayments.

Insolvency Service of Ireland
The ISI is an independent government organisation with a range of solutions to problem debt – including mortgage arrears. It has a regulated network of qualified professionals that can help you get back on track.
Back on track website phone 0761064200 or text GETHELP to 50015.

Abhaile – Free Mortgage Arrears Support
Abhaile is a new State-funded service to help homeowners find a resolution to home mortgage arrears. It provides vouchers for free financial and legal advice and help from experts, which are available through MABS. A dedicated adviser will work with you and your lender to find the best solution for your situation.
MABs website Phone 0761 07 2000.

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