Customer story: Deirdre — handling a significant change in household income

Deirdre and her husband faced a difficult period when he lost his job and she had just retired, leaving their household income significantly reduced. Managing their mortgage and other financial commitments became increasingly hard. Here, Deirdre talks about the experience of working with the team at Pepper Advantage Ireland, what helped her through it, and why she encourages others not to put off getting support.

Deirdre has received a small gratuity for sharing her story.

Can you tell us what your situation was before you started the loan restructure process?

Before starting the process, my husband was unemployed and I had just retired, so we had a significant drop in income. It was a challenging time financially, and we were struggling to keep on top of our mortgage and other commitments.

What made you decide to enter the process?

My husband was offered a job, and my pension had started, so we felt we could start making payments again. It felt like the right moment to take that step and try to get things back on track.

What were your expectations before you started?

At the beginning, I was not sure what to expect and worried whether any solution would be affordable for us. But I hoped that Pepper would work with us and help us improve our situation. That hope turned out to be well placed.

Did you have concerns going in?

I was concerned about whether what we could afford would be enough. I was uncertain about whether we would be able to reach an agreement, and still unsure whether we could genuinely get back on track. Once we engaged with the process, I found the experience to be far more positive than I had expected.

How did you find the people you interacted with?

The staff were extremely kind and understanding. One staff member really stood out. She was patient, gentle, and never made me feel under pressure. It made an enormous difference during what was quite an emotional time. That kind of human warmth is not something you necessarily expect going into a financial process, but it made all the difference.

How clear and helpful was the communication throughout?

Communication was very clear and handled well. If there was anything I did not understand, I felt completely comfortable asking for clarification, and it was always explained in a way that made sense. I never felt rushed or embarrassed to ask questions, which made the whole experience much easier.

How would you describe the level of support you received?

The level of support was very good. Even though I was familiar with forms and the process to some extent, it was reassuring to know that help was always available if needed. I felt supported throughout, and the whole process was handled in a calm and professional way.

What difference has the new arrangement made for you?

It has made a huge difference, particularly to my mental wellbeing. There is a real sense of relief and security now, knowing that things are under control and manageable. The uncertainty we had been living with is gone, and that has improved our day-to-day life and overall peace of mind significantly.

Was there anything that particularly stood out for you?

What stood out the most was the kindness and empathy shown by the staff. Going through financial difficulty can be very emotional, and having someone who is patient and understanding makes all the difference. That human touch really helped.

What would you say to someone who is worried about going through the process?

Be honest, make sure you have all your financial information accurate, and try not to worry too much. Take it step by step and focus on moving forward. The team will support you to find a solution.

If you had to summarise your experience in a sentence or two, what would you say?

Although it can feel worrying at the start, I would encourage anyone who is worried not to put it off. The support is there, and the process is far more straightforward and understanding than you might expect.