Help Managing Your Mortgage

If you are worried about your finances and want to take greater control of your mortgage then this is where you can locate all the information you need to help you through this difficult time. In this section we have pooled together all of our tools and information that will equip you to understand and address your situation. Our straightforward guides provide clear information on what to do if you are experiencing financial difficulties and there are useful links to free independent advice plus practical budgeting tools.


If you are worried, the first step is to talk to us. Together we can work through your situation and look at possibilities where your circumstances can be improved. Or, if you have received a letter or call from us please use it as a starting point to come and talk to us so we can start to work on a solution.

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Help Managing Your Mortgage

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    How do I contact the Haven Arrears Support Unit?

    The sooner you sit down for a chat with us, the quicker we can help.


    • If you’re worried about meeting your mortgage repayments, you can get in contact with our dedicated arrears support team on 1850 65 43 29.

    • If you have received a text message from us, you can give us a call on 0818 303078.

    • You may also receive calls in relation to your mortgage from Haven from the following number - 01 7714415.

    • We’re ready to chat Monday - Friday 9am - 5.30pm. Our Arrears Support Unit (ASU) are not available on Bank or Public Holidays.

    • Alternatively you can write to us at ASU Team, Haven, 2 Burlington Road, Dublin 4, D04 WV00, Ireland.

    • If you are in arrears and want to make a payment toward your mortgage, please click here for further information.


    We’ve outlined Haven's Mortgage Arrears Resolution Process (MARP) in four easy steps below, to give you a clear picture of what this involves. Also full details of the 4 steps of MARP are contained within our MARP booklet.

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    Step One Communication

    • Although this may seem daunting, the first step is to let us know that you are worried about your finances.

    • It’s tempting to just get on with daily life and hope the issue will go away on its own, but it's important not to ignore the early signs of financial difficulty or stress.

    • If you are already in arrears with your mortgage repayments, the best thing to do is get in contact with us so we can do our best to help. We have a team of dedicated trained staff who will bring you through the steps involved and answer any query you have.

    • The earlier you make contact with us the sooner we can work together to find ways to improve your situation

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    Step Two – Providing Financial Information

    • After you’ve talked to our team, we will ask you to complete a Standard Financial Statement (SFS), which is an industry-wide document created by the Central Bank of Ireland. It might sound intimidating, but don’t worry; this is simply a detailed form that allows you to outline your current financial circumstances.

    • This will give us (and you) a clearly defined picture of your situation, in addition to assisting us in providing a sustainable solution.

    • You will find that the Central Bank of Ireland website has a helpful guide to completing a Standard Financial Statement called Mortgage Arrears Completing a Standard Financial Statement. You can also visit our Standard Financial Statement section below which will provide guidance, through a series of videos, and brings you through the various sections of the form.

    • If you are worried about going into financial difficulty (but haven’t missed a payment just yet), the completed SFS should be sent to your chosen intermediary or by posting it to Haven Mortgages, No.2 Burlington Road, Dublin 4.

    • However, if you are already in arrears, the SFS should be sent directly to the Arrears Support Unit (ASU) at the address provided above. We’ll also need documentation to support the information in the SFS, therefore we’ve created a useful list below of all documents needed (it's important to know that these documents should be provided for each party to the mortgage account).

    • Your completed SFS form, together with supporting documentation, should be sent to Haven within 20 days of contacting us.

    • Documents you'll need to include with your completed SFS.


    (i) In all cases: 3 months most recent bank statements for all current accounts held by you. Your name, address and account number must be stated on at least one of the pages.
    (ii) If you’re employed (PAYE): 3 most recent payslips.
    (iii) If you’re self-employed: Revenue balancing statement (Notice of Assessment), and 6 months most recent business current account statements.
    (iv) If you’re unemployed /a job seeker: 3 most recent social welfare receipts or confirmation of social welfare payments to be received.

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    Step Three – Assessing Your Situation

    • We know every situation is different, so we’ll take all your information into account and assess your individual circumstances. This involves reviewing the information provided by you in the SFS and asking any questions about the information provided in the meantime. We’ll consider your individual case carefully, based on the following:

    (i) Your personal circumstances.
    (ii) Your overall indebtedness.
    (iii) The information provided in the SFS and other supporting documentation.
    (iv) Your previous repayment history.
    (v) Your current repayment capacity.


    We’ll look at each of these areas to provide you with a realistic and sustainable alternative repayment option for your mortgage, which brings us to the last and final step of the process; the best solution for you.

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    Step Four – Offering a Solution to Suit

    Once we have gathered and assessed all the information relating to your financial circumstances, we will work with you to explore all possible options. We’ll do everything we can to agree alternative repayments that will help you stay in your home or, if this isn’t feasible, we’ll let you know the relevant next steps. Read below to learn the kind of solutions which might be considered.


    Solutions that will help me keep my home


    (i) Interest Only
    (ii) Fixed Repayment'
    (iii) Extension of Loan Term
    (iv) Capitalisation of the Arrears and Interest
    (v) Changing the Type of the Mortgage
    (vi) Split Mortgage
    (vii) Low fixed Interest Rate
    (viii) Positive Equity Solution

    What other options are available?


    (i) Voluntary Surrender
    (ii) Mortgage to Rent
    (iii) Voluntary Sale of your Property
    (iv) Negative Equity Trade


    Want to find out more about these options? Check out our MARP information booklet here.

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    Implication of Not Co - Operating

    It is vital that you co-operate with Haven in relation to your current financial situation. Where you fail to co-operate with Haven, you will be classified as not co-operating which may have the following implications:

    • You will lose the protections afforded by the Mortgage Arrears Resolution Process (MARP);

    • Legal action may be undertaken immediately;

    • Where legal proceedings are initiated you will incur legal costs;

    • Should it be necessary to take legal action it is important to be aware that, irrespective of how the property is repossessed and disposed of, you will remain liable for any outstanding debt including any accrued interest, charges, legal, selling and other related costs.;

    • This may impact on your eligibility for a Personal Insolvency Arrangement in accordance with the Personal Insolvency Act 2012;

    • Charges may be imposed on any arrears that arise on your mortgage account

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    I’m Looking for Some Independent Advice

    For further information on the suggested points of contact below, please click here.


    Money Advice & Budgeting Service (MABS)
    MABS offers free and confidential independent advice and assistance with managing your finances.

    Their contact number is 0761 07 2000.


    The Irish Mortgage Holders Organisation (IMHO)
    IMHO will provide free and independent professional advice if you are having difficulty meeting your mortgage repayments. Their contact number is 1890 623 624.


    Stepchange Debt Charity Ireland
    Stepchange Debt Charity is a free independent telephone advice service for people who are struggling with debt or mortgage repayments. You can Freephone them on 1800 937 435 (Monday - Friday 9AM – 5PM).


    Keeping Your Home is a website provided by the Citizens Information Board and the Money Advice and Budgeting Service (MABS). The site aims to provide comprehensive information on the services and entitlements available if you are having difficulties paying your rent or making your mortgage repayments. 


    Insolvency Service of Ireland
    The ISI is an independent government organisation with a range of solutions to problem debt – including mortgage arrears. It has a regulated network of qualified professionals that can help you get back on track. phone 0761064200 or text GETHELP to 50015.


    Abhaile – Free Mortgage Arrears Support
    Abhaile is a new State-funded service to help homeowners find a resolution to home mortgage arrears. It provides vouchers for free financial and legal advice and help from experts, which are available through MABS. A dedicated adviser will work with you and your lender to find the best solution for your situation. Phone 0761 07 2000

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