Customer story: Sarah — removing the pressure of mortgage arrears

Sarah and her husband found themselves in mortgage arrears after a reduction in household income and rising living costs. Caring for her father had limited Sarah’s ability to work, and the pressure of falling behind on repayments had become difficult to manage. Here, Sarah talks about what it was like to go through the process with the team at Pepper Advantage Ireland, what surprised her, and why she would encourage others to take that first step.

Sarah has received a small gratuity for sharing her story.

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

We fell into arrears due to a reduction in our household income and rising living costs. My husband no longer receives overtime, which has reduced our overall earnings. I am also my father’s carer, which limits my ability to work. As a result, we were having difficulty meeting our mortgage repayments.

What made you decide to enter the process?

I wanted to get my arrears sorted. That was my main concern at the time. What really helped me take that step was the support I received from the staff at the very beginning. They were so helpful and made the process feel more manageable, which gave me the confidence to go ahead. We hoped that by providing a clear picture of our circumstances, we could work towards agreeing on repayments that would be realistic and affordable for us.

Did you have any concerns before you started?

We did have some concerns. Our main worry was what kind of repayment arrangement might be offered and whether it would be affordable given our current circumstances. We were also unsure about what would happen next if an affordable arrangement could not be agreed.

How did you find the people you dealt with?

I found them quite easy to speak to. Everyone I dealt with was great at explaining what was needed and guiding me through each step, which made an enormous difference. They were understanding of the situation I was in, took the time to listen, and were considerate throughout. It also really helped when I phoned and they were so understanding straight away. That took a lot of the pressure off and made the whole experience feel much more manageable.

How was the communication throughout the process?

I found the communication very clear and helpful from the start. Kenneth was a great support throughout. It was reassuring to know he was always just a phone call away. Having one consistent person to deal with made a big difference, as it built trust and made everything feel much easier and less stressful.

How would you describe the level of support you received?

Brilliant. I never felt afraid to pick up the phone, which was a big change for me, because before this I would have avoided calls altogether. The way everything was handled really put me at ease and made it much easier to keep going with the process and move forward.

What difference has the new arrangement made for you?

It has made a real difference, especially given the increases in the cost of living, when household budgeting can be so challenging. We now know exactly what needs to be set aside each week for the mortgage. That money is put away straight away, and it gives us a clear structure for managing everything else. There is a level of certainty now that we simply did not have before.

Was there anything that particularly stood out for you?

Being able to deal with one consistent person throughout was what stood out most. Knowing there was someone familiar I could go to made a big difference and gave me reassurance that support was always there if I had questions or concerns. It made the whole experience feel much more personal and less formal, which helped me feel more comfortable and confident.

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

I would say it is worth doing. Pepper is there to help and is very supportive throughout the process. They go through all the details on the forms with you and make sure everything is included, so that a realistic and affordable arrangement can be put in place. I really felt listened to and understood, and there was no pressure at any stage. Speaking with the team made the entire process much less daunting than I expected.

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

Do not be afraid to go through the process. I felt really listened to and treated as a person, not just another customer, and that made a big difference to my overall experience.