At Hayes Finance, we know that life does not always follow a neat financial timeline. Sometimes, circumstances outside of anyone’s control can have a lasting impact on finances, credit files, and confidence. This case is a powerful example of how understanding, empathy, and the right lender relationships can make all the difference when a client needs support the most.
In this situation, a client came to us after being declined by their existing lender for a further advance. What followed was a carefully managed remortgage that helped them regain stability and move forward with confidence.
The Client’s Situation
The client was referred to Hayes Finance by a friend after their current lender refused to offer a further advance to fund essential home improvements. On paper, this looked like a straightforward request. The property was valued at £1,300,000, and the client had significant equity available.
However, the challenge sat within the client’s recent credit history.
Over a period of time, the client had experienced multiple family bereavements. This created immense emotional strain, which in turn affected their finances. During this difficult period, a number of mortgage payments were missed, and these arrears were visible on their credit file.
While the situation had since stabilised, the missed payments meant that the client’s existing lender was unwilling to offer further borrowing. Understandably, the client felt frustrated and concerned, particularly as the improvements were necessary and not discretionary.
The Challenge
Many lenders take a rigid view of arrears, regardless of the context behind them. Even when loan to value is strong and income is stable, historic missed payments can lead to automatic declines.
In this case, the client did not just need a lender willing to lend. They needed one willing to listen.
The challenge was to present the client’s circumstances clearly and honestly, ensuring that potential lenders understood the full story rather than relying solely on a credit score. At the same time, we needed to secure a product that offered flexibility, as the client planned to reduce the mortgage balance within the next couple of years.
Our Solution
From the very beginning, our approach was centred around understanding. Before approaching any lenders, we took the time to speak with the client in detail about what had happened, how things had changed, and where they wanted to be going forward.
Once we had a full picture, we carefully prepared the case, ensuring the narrative was clear, factual, and empathetic. Rather than minimising the missed payments, we explained them properly, showing how they related directly to a specific period of personal hardship and how the client had since regained control of their finances.
We approached Accord Mortgages, a lender known for taking a more human and holistic view of underwriting. Their team understood that life events can impact finances and were willing to look beyond the surface.
We were able to arrange:
- A remortgage of £638,000
- Property value of £1,300,000
- Loan to value of just 49%
- Two year fixed rate at 4.40%
The lower loan to value, combined with the clear explanation of the client’s circumstances, allowed Accord to take a balanced view. The two year fixed rate gave the client flexibility, as they planned to reduce the capital significantly within that timeframe.
How We Managed the Process
This case required sensitivity, clear communication, and attention to detail. From start to finish, Ed, Kieran, and Nicola worked closely together to make sure the client felt supported and informed at every stage.
Ed took the lead in structuring the case and liaising with the lender, ensuring that the client’s story was presented accurately and respectfully. Nicola managed the documentation and kept the process moving, while Kieran oversaw the overall strategy and lender selection.
Throughout the process, we kept the client updated and reassured. We understood that previous rejections had knocked their confidence, so it was important they felt listened to and supported, not judged.
Every query from the lender was handled promptly, and no detail was overlooked. This proactive approach helped ensure the application progressed smoothly and without unnecessary delays.
The Outcome
✅ Remortgage approved, releasing equity for essential home improvements
✅ Client moved away from an unsupportive lender
✅ Lower loan to value created a strong long-term position
✅ Two year fixed rate provided flexibility and breathing space
✅ Confidence and peace of mind restored
“Ed, Kieran and Nicola did the most fantastic job for us and I could not recommend them more. They were brilliant in every way.”
Residential Remortgage Client
This case is a reminder that behind every credit file is a real person. Circumstances change, challenges arise, and sometimes people need understanding rather than rigid rules.
Why This Matters
Too often, clients assume that one rejection means the end of the road. In reality, it often just means the wrong lender, or the wrong approach.
At Hayes Finance, we specialise in cases that need more than a basic application. We take the time to understand the full picture, work with lenders who value context, and guide clients through what can otherwise feel like an overwhelming process.
If you have been declined for further borrowing, remortgaging, or feel your circumstances are being judged unfairly, there may still be options available.
We do this day in, day out. We live and breathe this stuff.
When the computer says no, give us a go.
Does This Case Feel Familiar?
If life’s circumstances have affected your credit history and made mortgage approval feel out of reach, we can help.
At Hayes Finance, we specialise in finding solutions when situations aren’t clear-cut.
Speak to us today for a complimentary consultation and discover how we could help you secure your next mortgage.
