Reach Out campaign launch: UK Finance highlights lender support for concerned mortgage holders

UK Finance has launched a campaign, supported by lenders, to encourage people to reach out if they are struggling with their mortgage payments

Key information:   

  • From Monday 31 July, the banking and finance industry’s Reach Out campaign will be seen across out-of-home advertising, radio, print and digital. Television advertising will be launched in September.
  • The campaign is supported by lenders and produced in partnership with M&C Saatchi London.
  • The campaign follows the announcement of the Mortgage Charter where government, lenders and the Financial Conduct Authority agreed to far-reaching new support measures for customers  

Working on behalf of its members, UK Finance has launched its Reach Out campaign to raise awareness of the support available to mortgage customers.

The campaign’s key message is to encourage people to reach out to their lender early on if they are worried about making their payments.

All lenders have teams of experts ready to help anyone struggling with their mortgage payments. There are a range of options available for help, which will be tailored to each person’s circumstances.

In the year prior to January 2023, lenders helped over 200,000 borrowers who couldn’t meet their full mortgage payments and more than 2 million who needed financial difficulty assistance.

David Postings, Chief Executive of UK Finance, said, “We have launched this campaign with our members to make sure that anyone struggling with their mortgage payments knows that help is available. Lenders are ready to provide support even if a customer’s payments are up to date – if you’re struggling with your mortgage, or think that you will struggle, Reach Out to find out the options available for help.” 

Tailored support provided by mortgage lenders to customers struggling with their mortgage payments could include:

  • Extending a mortgage term to reduce payments
  • A temporary switch to interest-only payments
  • A temporary reduction in payment (including zero payment if appropriate)
  • A part interest-part repayment plan

In addition, 44 mortgage lenders representing 90 per cent of the mortgage market have signed up to the government’s new Mortgage Charter, committing them to additional support for borrowers. This includes giving customers approaching the end of a fixed-rate mortgage the chance to lock in a deal and request a better like-for-like deal if rates change up to six months ahead, and a guarantee of no possession within 12 months of your first missed payment.

Clare Richardson, Business Director, M&C Saatchi added, “Lenders have responded to interest rate pressures with real support for customers in need. The campaign will deliver this message at pace and scale to people who are concerned and make a real, meaningful difference.” 


Contact information

Notes to editor

  • Reach Out is national campaign offering straight-forward and impartial information to help raise awareness of the support available for struggling mortgage holders.
  • UK Finance is the collective voice for the banking and finance industry. Representing more than 300 firms across the industry, we act to enhance competitiveness, support customers, and facilitate innovation.