A case study about Proactive Support

28 year old Tommy owns a small business, and gets paid by invoice. His wife looks after their three young children full-time. As the family’s sole earner, Tommy is responsible for paying the mortgage.

He had been paying the mortgage comfortably for years, and had never missed a month. But a client recently informed him there’d been a delay in their finance system, and his invoice would be paid twenty days late.

Naturally, Tommy was worried about this – he relies on his invoices to pay the mortgage. And with the rising cost of living, he didn’t have as much saved as he would like. The thought of missing a payment made him feel incredibly anxious, and stressed about what that would mean for his future financial situation. So he did something about it.

As soon as Tommy knew he was being paid late, he called his mortgage company. He told them all the details and explained the situation.

The mortgage provider told Tommy there was something they could do to help. As the delayed invoice would still be paid within the same calendar month, they could look at an arrangement for Tommy to make this payment outside the normal schedule.

While Tommy was relieved, he was still concerned that this would give him bad credit or put the house at risk. Again, the mortgage company reassured him that it wouldn’t affect things in the long run.

“

I was really worried about not being able to make my mortgage payment. My mortgage company were really understanding – they helped me sort the issue really quickly.

Tommy

This simple, proactive support really put Tommy’s mind at ease.
He felt such relief that the issue wouldn’t be hanging over him.

As part of the conversation, Tommy’s mortgage provider recommended he moved his payment date to later in the month – this would give him more time to pay if another invoice was delayed in the future. They explained that his next monthly
payment would be slightly higher, to take into account the interest charged on the number of days his payment was moved back. They also suggested that he made some overpayments on the mortgage, so he has a buffer in case anything goes wrong.

Thanks to the advice from his mortgage company, Tommy was able to solve the immediate issue. And he now has peace of mind that he knows what to do if the same thing ever happens again.

Tommy didn’t want to fall behind on his mortgage due to a late invoice. By calling his mortgage company straight away, he was able to solve the issue before it became a problem. This helped him maintain a healthy credit score. They also gave him advice so he could avoid having the same issue again in the future.

CASE STUDIES

A little further reading

If you like to dig deeper, these real-world case studies will give you insight
into financial challenges and how customers navigated them.

A case study about Short Term Forbearance

I changed jobs and didn’t get paid for a few months.

A case study about Relationship Breakdown Support

I couldn’t afford the mortgage on my own after we broke up.