A best practice guide for mortgage lenders
How firms can support their customers with money and mental health problems
29 November 2024
This best practice guide outlines steps that lenders can take to support customers with mental health problems through the customer journey, from the start of the mortgage term through to exiting unsustainable homeownership. Recommendations include:
- Improving information to customers about disclosing a mental health problem
- Embedding better support for mortgage holders with mental health problems
- Developing more sensitive communication and tailored support for customers who fall behind on payments
The guide brings together examples of good practice across the mortgage lender and wider financial services sector, and the views of members of Money and Mental Health’s Research Community, a group of thousands of people with lived experience of mental health problems.
As well as improving support for customers with mental health problems, this guide complements regulations set out by the Financial Conduct Authority (FCA), including the FCA’s new rules on strengthening protections for borrowers in financial difficulty.
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Download the guide here
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Beyond this best practice guide, we are working directly with financial services firms to help them make the changes needed to better support customers with mental health problems while adhering to regulations like the Consumer Duty. To talk to us about how we can support your team, please submit your email address and we will get in touch.
To set up a call to discuss how we can support your team, please email our Mental Health Accessible team: [email protected]