We're here to help title

We're here to help

Contacting us to discuss your circumstances won't affect your credit rating

It can be very stressful if your mortgage becomes difficult to afford. The sooner you contact us to talk through your circumstances, the more likely we’ll be able to find a manageable solution and avoid more serious debt problems.

How can we help?

Contacting us to discuss your circumstances won't affect your credit rating

Get in contact and we can discuss your individual circumstances.
You can have someone talk on your behalf by filling out a third party authority form


We’ll review your income and outgoings to build a picture of your financial situation.


We’ll look for suitable forbearance measures that best support you and your circumstances.


We’ll point you toward external organisations that are able to offer you specialist budgeting, legal and debt advice.


We’ll work with you on an ongoing basis to adapt our support as your situation changes.

Help at every step

Creating a budget

Write down how your income stacks up against your essential expenditure.

The Money Helper budget planner is a great starting point.

Are you entitled to benefits?

If you have lost your job, are on a low income or are self-employed, you could be entitled to benefits. Check your benefit entitlement on the Turn2Us website.

Support with your

Energy bill

For tips on how to save money on gas and electricity bills and to check if you qualify for extra government support, visit Money Helper.

Support with your

Food bill

You can find advice on how to save money on food and meals from StepChange. Their website offers details of where you can get emergency help and  find your local food bank.

Support with your

Water bill

You can find out about the various schemes and grants that may be available to help towards the cost of water by visiting the Water Schemes on the Turn2Us.

Support with your

Council tax

Contact your local authority. They’ll be able to talk about your payments and if you are eligible for assistance.

Support with your

Debt you have

We recommend you contact an impartial debt adviser such as StepChange or PayPlan. These organisations offer free independent debt advice. The sooner you seek help, the better.

Support with your


If you have income protection, life or critical illness insurance policy, check the cover provides adequate protection in the event that your circumstances change.

Support with your

Regular payments

We suggest reviewing any regular payments that are collected from your bank account in case you are paying for services you no longer use, or you can find cheaper elsewhere.

The mortgage charter

To combat the high mortgage rates, the government announced the creation of their “mortgage charter”, which was designed to support homeowners experiencing financial difficulty.

We have implemented the key support measures set out by the mortgage charter in addition to our own short- and long-term solutions for customers struggling to afford their mortgage. You’ll find more information about these supports below.

Organisations that can help

Provides free and unbiased advice to help you make the most of your money.

Visit website

Offers free, confidential help with debt and money management.

Visit website

Free, confidential and independent advice on how to deal with debt problems. Includes web chat and email help.

Visit website

Free debt advice for small businesses and people who are self-employed.

Visit website

Offers free, confidential and impartial advice, including via webchat, on legal, money and other problems.

Visit website

Christian-based debt service and money management courses aimed at helping people out of debt and poverty.

Visit website

Free, confidential and no-obligation debt advice and help contacting providers you owe money to.

Visit website

Online benefit entitlement checker, grants search and financial advice and support.

Visit website

Provide independent advice and financial support if you’re struggling with your energy bills, no matter who your provider is.

Visit website

Offering help and support to empower anyone experiencing a mental health problem.

Visit website

Provides consumer information on dealing with rising costs of living.

Visit website

Enables anyone at risk of losing their home to get free legal advice and representation in court, regardless of their financial circumstances.

Visit website

Act on behalf of a loved one

Contacting us to discuss your circumstances won't affect your credit rating

If you’d like us to speak to someone else regarding your situation, please fill out a third party authority form and send it to mymortgage@generationhome.com.

Your authorised third party can be a relative, a friend, carer or an appointed professional such as a solicitor or debt adviser.

If you would like the form emailed or posted to you, reach out to mymortgage@generationhome.com.


How do I change my mortgage payment date?

You can change your mortgage payment date from your dashboard. Just log in, go to the payments tile, click the down arrow and select “Manage payments”. Or if you like, you can contact us at mymortgage@generationhome.com. We need 5 working days’ notice to make changes to your payments or payment date.

What happens at the end of my mortgage?

Your fixed initial interest rate will expire at the end of your fixed rate period.

After expiry, your initial interest rate will move onto the Gen H Base Rate Tracker. This will result in your monthly payment changing.

In preparation for your fixed rate coming to an end, you can lock in a new initial interest rate up to 180 days in advance. You won’t have any early repayment charges if the product switch takes place once your current fixed rate expires.

Please note we require you to lock in your product switch at least 5 working days before the end of your fixed term product expiry.

Please contact us if you would like to switch your rate before your current fixed rate expires.

If you do not require mortgage advice on your rate switch you will not undergo an income and expenditure review or credit search and are not required to submit personal documentation. If you would like a recommendation from a Mortgage Advisor a full assessment is required.

Should you wish to make any changes to your mortgage, such as the term, amount you wish to borrow, add or remove an applicant for example, a new application is required.

If the mortgage is in joint names, the new initial interest rate product will only be applied once all parties have accepted the Mortgage Rate Switch Offer Document and when any associated fees are paid. You will be able to add the product fee to your mortgage in some instances.

Overpayments and early repayment charges

An Early Repayment Charge (ERC) is payable when you pay back part or all of your mortgages over the limit we specify during your application.

The amount that you will be charged depends on what initial interest rate you select, and how long you choose to have this initial rate over.

Annually, you can overpay up to 10% of your loan balance (the balance when your current fixed initial interest rate started) with no Early Repayment Charges (ERC) applied. This is different from most lenders, as it allows you to overpay based on your original mortgage amount, rather than the amount you currently owe.

If you were to make a repayment over this threshold, you could be subject to an ERC depending on the mortgage product you have and how much time you have remaining.

The ERC would be applied to the amount you repaid over the 10% threshold. For example, if you repaid £1,000 over the 10% allowance, then the charge would apply to the £1,000, rather than the entire amount repaid.

To see the percentage of your ERC’s please refer to your offer document.

When you are within 180 days of your initial interest rate coming to an end, you can lock in a new rate with a product transfer, to find out more read our FAQ on product transfers here

What is the mortgage charter?

The UK’s largest mortgage lenders and the Financial Conduct Authority have agreed with the Chancellor a set of standards that they will adopt when helping their regulated residential mortgage borrowers worried about higher rates.

We’ve implemented the key principles of the mortgage charter in addition to our existing short and long-term forbearance measures to provide our customers with all possible support.

How we’ve chosen to implement these measures might differ slightly from other lenders – for example, at Gen H, homeowners can select a new rate 180 days before their rate period ends, whereas others might only offer 120 days.

We will always try to understand if the measures set out by the mortgage charter will offer you the best support based on your individual circumstances or if other options may be better for you.  

The mortgage charter measures we’ve implemented will allow customers who are up to date with their payments to:

1) Reduce their capital payments (including to zero) and pay interest only for up to 6 months without accruing arrears,
2) Extend the mortgage term up to no longer than retirement age, and
3) Fully or partly reverse a term extension within 6 months of the initial request to extend the term

These measures will result in more interest being charged over the lifetime of the mortgage, so they may not be the right option for you.

For that reason, we recommend that you pay your mortgage if you’re able to.