Pepper money

Case Studies

Getting a mortgage with lost payments

We take a more human approach to underwriting, to build a truer picture and reach a fairer outcome. We design products that are easy to understand and simple to place. We strive to make each interaction you have with us easier than the one before. And we share valuable insight and expertise that give you an edge and build your reputation.

That’s why you’ll always find us with our doors and our minds wide open. Ready to challenge convention, read between the lines and see the story behind the numbers. We will find a place for your case with a path to success for your client and your business.

Jemma was being threatened with eviction due to administrative errors through no fault of her own

She'd bought the house with 3 others but it was now proving difficult to find all involved

Jemma's previous credit problems added to the complexity of this case

Our personal approach and the broker's persistence in collecting the necessary documentation helped to save the day


Gary realised that what had first appeared to be a simple case of an administrative error, was not quite as straightforward as he thought. Jemma’s lender was not at all cooperative. It took a terse letter to the CEO to get matters moving and, even then, they remained slow to respond to requests. Obtaining mortgage statements for the new lender took six weeks. Of the original four signatories to the mortgage, Jemma’s now ex-husband had moved to the USA, her mother had died, and the whereabouts of her mother’s partner was unknown. Pulling together paperwork to verify what had happened was therefore difficult and time consuming. Although she was currently working and had sufficient income to cover the mortgage payments, Jemma had gone through a difficult patch several years ago when she lost her job. She faced financial problems as a result and had made arrangements to repay her creditors over an agreed period of time but despite this, it left her with a tarnished credit history. Her records weren’t as complete as they should have been, which meant having to chase both her bank and previous lender for statements to prove that she’d indeed made her mortgage payments.


Gary spoke to several lenders who declined her application without taking too much time to consider her specific circumstances. When he approached us, our personal approach and use of a skilled underwriter to assess Jemma’s application on its own merits made a big difference. He said: “Understandably, Pepper Money wanted to see documentary evidence to support her story, which was far from easy to provide. However, it had to be done so a lot of time was spent chasing her lender, bank and, to be honest, Jemma herself. But eventually, I was able to pull together all the paperwork that gave Pepper Money the comfort that this was a deal worth doing.”

Gary Doogan, Mortgage Adviser at Mortgage Required

“It would be easy to say that Jemma’s problems were caused by circumstances completely out of her control, but it wasn’t that simple. Her previous lender had a lot to answer for, but her circumstances and her previous credit problems also compounded the issues. However, perseverance and determination won the day and Jemma has now been able to transfer the remaining mortgage into her own name.”