Worried about payments – Frequently Asked Questions

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Help with making my repayments

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    I am worried I am not going to be able to make a repayment?

    If you do not think you can make a repayment you should call us immediately on 1850 654 329 or +353 1 665 8082 and talk to us.  We have helped lots of customers with their repayments.

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    I have already missed a repayment what can I do?

    You should call one of our experts immediately on 1850 654 329 or +353 1 665 8082. We have a range of options for helping you make your repayments.

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    Are there other ways I can make a repayment?

    You can make a repayment by calling us on 1850 654 329 or +353 1 665 8082 or by sending a cheque or bank draft.

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    I have missed a repayment, can I pay a bit more every month to clear what I owe?

    For customers in arrears, we can assess your circumstances and find an arrangement that suits your needs.  In some cases, there is an arrangement for customers with small arrears to make extra payments on top of their normal monthly payments. This is called the Capital Interest Plus Arrangement (CIPA).This means you would pay your normal monthly payment plus an extra amount agreed with us. 

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    Can I pay by credit card?

    We cannot take payment from a credit card. You can pay over the phone by using a debit card.

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    It says my mortgage is a secured loan, does this mean I could lose my home if I do not pay my mortgage repayments?

    A secured loan, like your mortgage, is where money is borrowed against an asset, like your home.  So if you miss repayments on your mortgage then your home could be at risk.

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Contacting us

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    How do I update my surname, address or other contact details?

    You can change your details by completing our change of address form that is available on our website www.havenmortgages.ie or sending us a written instruction.   For more information on this you can contact our Customer Support Team on 1850 565 500 or +353 1 665 8011. It is important you give us up to date information so we can tell you about important updates. 

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    What is the address if I want to post my SFS and supporting documents to Haven?

    All correspondence should be sent to Haven Arrears Support Unit, 2 Burlington Road, Dublin 4.

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    What happens when I call Haven?

    When you call us we will need to ask you a few questions to make sure you are the authorised account holder.  After that one of our experts will listen carefully to your enquiry, and ask you any questions we need to make sure we get it right.  We will then talk you through the next steps for you.

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    Can someone else contact Haven about my payments?

    We can only talk to someone you have authorised to talk to us by requesting this in writing and signed by all loan account holders. If we do not have this signed written instruction then we can’t talk to anyone else about your account. This third party advisor can be a friend or relative, but is most often a financial advisor.  You can call us on 1850 654 329 to discuss further.

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Communication from Haven

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    I had a letter from Haven saying I was in arrears, what does arrears mean?

    Arrears is the money you owe because you did not make a repayment on time.

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    How do Haven tell me if I miss a repayment?

    If you miss a mortgage repayment your loan will go into arrears. We will contact you by letter, phone or text to tell you about your options.

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Filling in the forms

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    What forms do I need to fill in for Haven to help me with my repayments?

    If you want us to review your mortgage repayments you will need to fill in a Standard Financial Statement (SFS) here

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    How long does it take to do a Standard Financial Statement over the phone?

    Generally for a single mortgage holder, it can take up to 44 minutes. However many of our customers find it quicker than this.

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    I can’t afford to pay Haven anything so why do I need to fill out documents?

    We have a range of solutions to suit most financial circumstances. To understand which solution might suits you best we need you to provide us with some information. All this information is in a simple form, phone or text to tell you about your options.

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    What happens when I complete a SFS?

    Once we receive a completed SFS we review the application and will contact you if there is anything missing.  When we have finished processing the application we will then contact you with our final decision.

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Your Credit Rating

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    How does missing mortgage repayments affect my credit rating?

    If you have missed any mortgage repayments this may affect whether you get approval for more credit. When you miss repayments on your mortgage this is reported to the Irish Credit Bureau (ICB) and the Central Credit Register (CCR).  They hold information about you and any loans you hold on an individual credit report. If you apply for any additional loans, the lender will use the CCR / ICB report to assess your application.

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Independent Support

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    I cannot afford a financial advisor, where can I get advice?

    There are a number of free and independent support services that can assist you. More information can be obtained here

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    What is the MARP process?

    MARP (Mortgage Arrears Resolution Process) is a system devised by the Central Bank of Ireland outlining how your lender must treat you if you are in mortgage arrears or facing arrears.

     

    It has four components:
     

    1. Communication - Sets out how we have to communicate with you.
    2. Financial Information - You complete a Standard Financial Statement (SFS) telling us your financial information
    3. Assessment - We assess your case and decide whether to offer you an alternative payment arrangement on your mortgage.
    4. Resolution - We either offer you a payment arrangement or if we do not, we must explain the reasons why. You can appeal this decision to an AIB Group Appeals Board, and if you are still not satisfied you refer a complaint to the Financial Services and Pensions Ombudsman.

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