Help with Managing Your Mortgage

I Need Help Managing My Mortgage

If you are experiencing financial difficulties and perhaps are a little worried about managing your EBS mortgage repayments, then this is where you can locate all the information you need to help you through this difficult time.

The best thing to do is to talk to us here in EBS. As soon as you make us aware of your financial concerns, together we can talk through the best solution for you. We know that every situation is different, however we are here to lend an ear to ensure we can help you with your particular circumstances. If you are looking for some instant answers about managing your mortgage, why not have a read through our helpful guides under "I'm looking for some independent advice" heading below, or get in touch with our dedicated arrears support department?

How Do I Contact the EBS 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 0818 33 00 44.
  • If you have received a text message from us, you can give us a call on 0818303077.
  • You may also receive calls in relation to your mortgage from EBS from the following number - 01 7714415.
  • We’re ready to chat Monday-Thursday 9AM-8PM, Friday 9AM – 6PM, and Saturday 9AM – 1PM. ASU are not available on Bank or Public Holidays.
  • Alternatively you can write to us at ASU Team, EBS d.a.c., 10 Molesworth Street, Dublin 2, D02 R126, Ireland. 
  • If you are in arrears and want to make a payment toward your mortgage, please click here for further information.

We’ve outlined EBS’ 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.

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.

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 local EBS office.
  • 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 the EBS 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.

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 realistic and sustainable alternative repayment option on your mortgage, which brings us to the last and final step of the process; the best solution for you.

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) Deferred Interest Scheme

(vii) Split Mortgage

(viii) Low fixed Interest Rate

(ix) 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.

I Would Like More Information on the Mortgage to Rent Initiative

The Mortgage to Rent (MTR) solution allows eligible customers who complete the MTR scheme the opportunity to stay in their home, with a long term tenancy agreement with an Approved Housing Body. An income related rent will be set by your local authority.

EBS, in conjunction with iCare Housing and The Irish Mortgage Holders Organisation (IMHO), have launched an initiative to offer its customers an enhanced MTR solution. iCare Housing will allow tenants to buy back their homes at any time at the price iCare Housing paid for it, including any discount negotiated between iCare Housing and the lender. For more information on this initiative, please click here.

If you are in difficulty with your mortgage you can contact EBS, the IMHO or any third party financial advisor. If you would like to find out more about the enhanced Mortgage to Rent initiative, please contact the following:

  • Our dedicated MTR helpline on 1800 200 811 (9am to 8pm Mon - Thurs, 9am to 6pm Fri & 9am to 1pm Sat)
  • The Irish Mortgage Holders Organisation (IMHO) on 1800 988 977, online at or in person.  

Implications of Not Co-Operating

It is vital that you co-operate with EBS in relation to your current financial situation. Where you fail to co-operate with EBS, 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

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 988 977.

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





Blogs and Videos


7 Irish home trends for 2017

Whether you’re building or renovating, a new ye...

Secrets to buying in Blackrock

The Rock Road in Blackrock was once a notorious...

9 must do searches before buying your house in Ireland

You've just seen your dream home: a three-bed s...