The interesting case of the teacher and the lost payments


  • 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


Teacher, Jemma Davies, originally bought her house in 1990 jointly with her husband, mother and her mother's partner.

But in 2015, she was shocked to receive correspondence from her lender saying that she was in arrears, despite having made regular monthly repayments.

She checked with her bank who confirmed that her payments were leaving her account. However her lender, another major bank, insisted that they weren't reaching her mortgage account. 

Her attempts to resolve the issue were met with indifference, bureaucracy and delays. When she started receiving threats of repossession, she decided it was time not only to seek help, but to also move her mortgage to another lender. 

Jemma spoke to Gary Doogan, mortgage adviser from Mortgage Required. 

The issues

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 Doogan, Mortgage Adviser at Mortgage Required, says:

"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."

The solution

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."


This case study is based on criteria in effect at the time this case was submitted and reviewed by Pepper Money. We reserve the right to change or amend our criteria at any time. All our stories are based on real cases but the names have been changed.


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