At Hayes Finance, we understand that financial pressure can happen to anyone. Whether due to illness, life changes or sudden shifts in income, some of our clients come to us not knowing where to turn next. This case is a clear reminder of the value that human-led advice can bring, especially when lenders are saying no.
Here, we were able to help a client remortgage their home after a period of ill health caused financial strain and adverse credit. With careful structuring and support from a sympathetic lender, we helped them avoid the risk of having to sell their property, restoring both security and confidence.
The Client’s Situation
The client was self-employed and had experienced a significant drop in income due to a period of ill health. Their lender had initially agreed to a payment holiday, which gave some breathing room during recovery. However, the client was later shocked to find that these agreed pauses had been recorded as missed payments on their credit file.
As time went on, the lender refused to extend any further flexibility. The client requested to move to an interest-only arrangement to help manage cash flow, but the request was declined. With high monthly capital repayments and no room for adjustment, the client was left fearing that selling their home might be the only option.
They came to Hayes Finance looking for answers, unsure if remortgaging would even be possible.
The Challenge
On paper, the situation looked difficult. The client had recent arrears showing on their credit file, which limited access to many mainstream remortgage products. Their income had dropped, so affordability was a concern. They also had an emotional attachment to the home and a strong desire to retain ownership not just for financial reasons, but for stability and personal well-being.
The key challenge was not only to find a lender who would accept the credit history, but one who could take a holistic view of the client’s health situation, self-employed income, and long-term intentions.
We also had to find a way to strengthen the affordability case without pushing the client into a financial position that would be uncomfortable or short-lived.
Our Solution
The first step was to understand the full picture. We spent time with the client to review their income, credit file, health history, and future plans. It quickly became clear that the arrears were not a result of financial mismanagement, but a misunderstanding following an agreed payment break. We knew we would need to explain this carefully to any lender we approached.
After reviewing a number of options, we recommended Metro Bank, a lender with a strong reputation for human underwriting and flexible case assessments. They are known for listening to the story behind the numbers, and we knew they were the right fit for a case like this.
We also proposed structuring the remortgage as a Joint Borrower Sole Proprietor (JBSP) application, adding the client’s daughter to the mortgage. This strengthened the affordability profile without affecting the legal ownership of the property. It also provided additional peace of mind, knowing the mortgage could remain affordable in the years ahead.
We were able to arrange:
- A remortgage of £455,000 on a property valued at £950,000
- Loan to value of 47 percent
- Five year fixed rate at 5.49 percent
- JBSP structure with the client’s daughter added as a supporting applicant
- Term extended to age 80, allowing flexibility and future stability
The fixed rate offered breathing room and predictability, while the structure gave the client time and space to rebuild their income and reduce the mortgage balance when the time was right.
How We Managed the Process
This case involved more than numbers. It involved trust, sensitivity and a genuine understanding of what the client was going through.
Kieran worked directly with Metro Bank’s underwriting team to ensure the case was presented in full context. Rather than trying to gloss over the credit history, we addressed it head-on, with supporting documents and a clear explanation that helped the lender take a more balanced view.
Ed and Nicola coordinated the application, managed all documentation and stayed in close contact with both the client and their daughter. Every step of the process was handled with care and precision, ensuring the client felt supported and informed throughout.
We also worked with the client’s solicitor to ensure the JBSP structure was clearly reflected and that all parties understood their roles and responsibilities.
The Outcome
✅ Remortgage approved with a lender who understood the full story
✅ £455,000 released to refinance and reduce monthly payments
✅ Fixed rate provided financial stability during recovery
✅ Client avoided selling their home and retained full legal ownership
✅ Application structured with the support of a family member, without affecting property title
“Kieran and his team were dedicated and committed to assisting us with sourcing and arranging a suitable financial product. From start to finish, it was a comprehensive and professional service. Kieran, Ed and Nicola were always available for a call if we had any queries.”
Residential Mortgage Client
This case is a brilliant reminder that the right support can open up new possibilities, even when the path ahead feels limited. With empathy, expertise and the right lender on board, we helped this client stay in their home and move forward with renewed confidence.
You Are Not Alone
Ill health, financial pressure or temporary arrears do not define you. If you are facing a difficult remortgage situation and feel like your options are limited, we can help.
At Hayes Finance, we take time to listen, we build real lender relationships, and we handle every case with care.
We do this every day. We live and breathe this stuff.
