Mortgage House

Financial Hardship Assistance

If you’re experiencing financial difficulty, we’re here to support you. We understand that circumstances can change unexpectedly, and you don’t have to face it alone.

The sooner you contact us, the more options we may be available to you. We will take the time to understand your situation and work with you to find a repayment arrangement that is realistic and manageable.

Our goal is to help you get back on track while treating you with respect, care, and understanding.

Requesting assistance

How to request hardship assistance

You can request hardship assistance using any of the methods below:

Phone

Monday to Friday

8:00 am – 6:00 pm AEST

Email

Information we need

What we may ask you for

To understand your situation and assess what support may be available, we may ask for some information and documents, such as:

Details of your income and expenses
Recent payslips or income statements
Bank statements
Details of your current circumstances and financial position

We will only request information that is relevant to your request, and we will always explain why it is needed. Our aim is to make the process as simple, respectful, and supportive as possible.

Processing time

How long it takes

We’ll acknowledge your hardship request as soon as possible.

If we need any further information, we will let you know exactly what is required. Once we have received all the necessary details, we will assess your request and provide a decision within 21 days.

Our goal is to review your situation promptly and work with you to find a suitable and manageable solution.

Available options

Possible assistance options

Everyone’s circumstances are different, so any support we offer will be based on your individual situation and what is reasonably manageable for you. Our aim is to work with you to find a fair and practical arrangement that helps you through this period.

Depending on your circumstances, hardship assistance may include:

reduced repayments for a period of time
a temporary pause on repayments (moratorium)
extending the term of your loan to reduce ongoing repayments
other tailored arrangements that better suit your situation

We’ll take the time to explain each option, how it works, and what it may mean for your loan. If you have any questions, we’ll answer them clearly and support you in choosing the option that feels right for you.

Further options

If you are not satisfied with our hardship decision

We understand that a hardship decision can have a real impact, and it’s okay if you don’t agree with the outcome. If you’re not satisfied with our decision, you can make a complaint using the complaints process mentioned on our website. We will review your concerns fairly and provide you with a response.

If you remain dissatisfied after our response, you can contact the Australian Financial Complaints Authority (AFCA), an independent external dispute resolution service.

AFCA Contact Details: