NATWEST MORTGAGE
Reference: 5521482 • You Negotiated This ♾️
🔥 UPDATED: 8 Sep 2026 — ✅ RAJ (SST) CALLED & SENT SUMMARY: DWP SENDING MI12 FOR SMI ✓ · 15-DAY LETTER MAY BE ISSUED BUT BANK NOT ACTING ON IT · STAY ENGAGED + REALISTIC PROPOSAL · Pattern: £100 May → £200 June → £210 July ✓✓✓ ♾️❤️
3-MONTH DEFERRAL + 30 DAY BREATHING SPACE ✓
🔥 LATEST — WRITTEN HOLD (17 Mar 2026)
From: Mr J Dempsey — NatWest Specialised Support Team (SSTSecured@natwest.com)
Ref: 5521482
Hold confirmed IN WRITING: No contact or action until 31/03/2026
Action required: Reply to email or call 0800 161 5954 BEFORE 31/03/2026
Office hours: 8am–5pm, Monday to Friday
✅ WHAT YOU GOT (27 Jan 2026)
3-month deferral: You benefited from this (breathing room secured)
30-day breathing space APPLIED: Account paused for 30 days (from 27 Jan 2026)
Month-by-month review: They'll work with you and delay account until situation improves
📞 WHAT RAJ SAID (SST Secured):
- ✓ 30 day breathing space applied today (27 Jan)
- ✓ Will continue to work with you and delay account
- ✓ Review situation month by month
- ✓ Contact them at end of February with update
⚠️ IMPORTANT:
- • Interest continues to accrue (you'll pay more total)
- • But account is DELAYED month by month (gives you breathing room)
- • NatWest is actively working WITH you (brilliant sign)
- • Keep communication open - email AND call them
Sort Code
600657
Account Ending
766
Reference
5521482
Postcode
8QU
✅ 30 Day Breathing Space Applied
Account paused for 30 days from today
Breathing Space Ends
30 days from 27 Jan
🔥 WRITTEN HOLD RECEIVED — Mr J Dempsey
Hold confirmed until 31/03/2026. No action or contact until then.
✅ SUKHI KAUR REPLIED — SST Secured
Account updated. Said sorry for your loss. Asked: "When are you looking to make a payment?"
Contact: sukhdip.kaur@natwest.com
✅ BRIAN REPLIED TO SUKHI
"Actively working on improving income. Expect to be in position to make a contribution in April/May. Will be in touch as soon as I have a confirmed amount."
✅ Contact maintained before deadline — account noted
✅ FOLLOW-UP EMAIL SENT TO SUKHI
"Working towards a payment. Hoping to confirm a specific amount in May. Will be in touch as soon as in a position to do so."
✅ Communication maintained — May payment signalled
✅ NATWEST REPLIED — N Ahmad (SST Secured)
"Thank you for your email. We await contact." — Ball is in your court. They are NOT chasing or threatening. Waiting for you to call when ready to discuss a payment amount.
📞 Call when ready: 0800 161 5954 (Mon-Fri 8am-5pm) | Ref: 5521482
🔥 £100 PAYMENT AGREEMENT — NASIR AKRAM (SST Secured)
You called. Agreed: £100 payment on 23 May 2026. Nasir acknowledged your mental health progress and confirmed they're working WITH you to address arrears.
✅ REVIEW DATE: 10 June 2026 — Time to prove you're serious about repayment
🔥 £200 PAYMENT AGREEMENT — SST Secured
Called on review date. £200 payment agreed for 23 June 2026. They accepted the offer. Communication maintained perfectly — two months in a row showing commitment.
✅ NEXT REVIEW: 10 July 2026 — Keep the pattern going. ♾️❤️
✅ BRIAN REPLIED TO NARGIS — Confirmation Sent
Replied to SSTSecured@natwest.com confirming the arrangement. Stated: £200 payment on 23rd June, will call on the 23rd to process, will continue monthly updates. Agreement confirmed in writing from our side.
✅ Both sides now have the arrangement confirmed in writing ♾️
✅ £800 BENEFITS LANDED — PAYMENT READY
Benefits payment received. £200 ready to pay NatWest tomorrow (23 June). Leaves £600 breathing room.
✅ Pattern holding: £100 May → £200 June → building trust payment by payment
🔥 £200 PAID & CONFIRMED BY NATWEST ✓✓
Called 0800 161 5954. Paid £200. Abdul (Specialist Support Team) confirmed in writing: "Your payment of £200 has been successfully received today (23 June) in line with your agreed arrangement. Your account has been updated accordingly."
✅ TWO MONTHS IN A ROW. £100 May ✓ → £200 June ✓. Trust building. Next review: 10 July 2026.
⚠️ REVIEW CALL — "IT CAN'T GO ON"
Called for July review. £210 agreed for 23 July 2026. SST warned: "This can't go on indefinitely" — legal letter may follow. They don't want it to get there. Neither do we.
🚨 THIS IS THE WAKE-UP CALL: Monthly "pay what I can" has run its course. They now want a FIXED repayment plan. Time to get serious about a long-term proposal AND get free debt advice.
🔥 £210 PAID & CONFIRMED BY NARGIS ✓✓✓
Called 0800 161 5954. Paid £210. Nargis (Specialist Support Team) sent written confirmation email (10:42, to GLA101@proton.me): "I can confirm that a payment of £210.00 has been successfully received and applied to your mortgage account."
✅ THREE MONTHS IN A ROW. £100 May ✓ → £200 June ✓ → £210 July ✓. Pattern holding. Trust building.
📞 48-HOUR CALLBACK ARRANGED — SST TEAM
Nargis arranged for someone from the Specialist Support Team to call back within 48 hours — callback to number ending 328. Purpose: discuss circumstances further, review Universal Credit update (SMI enquiry), and agree next steps on the mortgage account.
🎯 WHEN THEY CALL: Ask for a dedicated case manager so you always speak to the same person. Also give them the UC/SMI update.
✉️ FOLLOW-UP EMAIL SENT TO JEMMA — SST Secured
After the call with Nargis, spoke to Jemma (SST) and sent a follow-up email (13:56, from GLA101@proton.me) thanking her, asking for a dedicated contact going forward, and asking to explore capitalising the arrears or extending the term while the SMI/MI12 is processed. Expressed anxiety about "beyond the 24th" and not wanting to let anyone down.
✅ Both asks put in writing — ball in their court to confirm options
🔥 JEMMA REPLIED — FORM SENT + OPTIONS CONFIRMED ✓
Jemma (SST) replied explaining: (1) the team works as a unit — can't promise one dedicated contact due to shift patterns, but notes are saved on file and you can ask for a specific agent when you call; (2) they CAN explore capitalising arrears / extending term NOW, no need to wait for SMI — they just need your income & expenditure details first; (3) SMI first gives extra income + makes figures accurate, but it's your choice on order. Attached: Income & Expenditure form (L1762 v1, 49KB Word doc).
✅ GOOD NEWS: Bank offering help, sending forms, explaining options gently — they want to keep you in your home
📅 SMI / MI12 REVIEW DATE — (NOT a deadline, a checkpoint)
Support for Mortgage Interest claim review. Nothing ends on the 24th — it's a review, not a cliff. Reviews get moved, options get added. Jemma confirmed they can explore capitalisation/term extension before this date once the I&E form is in.
🎯 GOAL: Fill I&E form over the next 1-2 weeks (1 section/day with UF51) so options are on the table at/after review
Fill in the Income & Expenditure form (1 section/day with UF51). Then explore capitalisation / term extension with Jemma before the 24 Aug review.
The form says on page 1: "You don't need to total it up — we'll go through it on the call." So you fill in what you know, leave the rest blank, and they help you finish it on the call. That's the bank's own design. Most rows will be blank for you — that's normal. Send Jemma a short reply acknowledging the form first, then work through it gently over the next 1-2 weeks.
🎯 GOAL: Form mostly filled before 24 Aug review · Ask Jemma to walk through gaps on a call · Get free debt advice (PayPlan 0800 280 2816) to strengthen your position.
🔥 RAJ (SST) CALLED & SENT SUMMARY — DWP SMI COMING THROUGH ✓
Spoke with Raj (Rajinder Singh, SST Secured). He sent a written summary: (1) DWP confirmed they're sending the Mi12 form for Support for Mortgage Interest — the government will start paying the mortgage interest; (2) Bank may issue a 15-day letter about potential progression if arrears aren't addressed, but Raj reassured the Bank is NOT looking to act on it at this stage; (3) As long as you stay engaged, provide updates, and the Bank feels there's a realistic proposal, they'll continue to support you.
✅ THIS IS GOOD NEWS: SMI is coming, the 15-day letter is procedural (not enforcement), and the Bank is still on your side. Reply to Raj to confirm engagement and keep the line open.
Primary Number
0800 161 5954
Monday-Friday, 8am-5pm (excluding Bank Holidays)
Contact: Raj | SST Secured (Specialised Support Team)
Email: SSTSecured@natwest.com
Online Chat
Visit: www.natwest.com/strugglingfinancially
Chat with Cora (AI agent) - available 24/7
Free Support Partners
- • PayPlan: 0800 280 2816 (debt advice - FREE)
- • Relay UK: 18001 then 0800 161 5954 (if deaf/hard of hearing)
- 1.
🔥 Hold confirmed until 31/03/2026 IN WRITING
Mr J Dempsey confirmed. No action until end of March. You've got breathing room.
- 2.
Get income forecast for April
What money is coming in? Be realistic and clear with them.
- 3.
Contact Mr J Dempsey BEFORE 31/03/2026
Reply to his email (SSTSecured@natwest.com) OR call 0800 161 5954
His ref: 5521482 — mention it every time
- 4.
Keep communication OPEN
Email AND call. Don't ghost them. They're working WITH you month by month.
✅ NO INITIATING LETTER NEEDED:
They came to YOU in writing. Mr Dempsey confirmed the hold. ~15 days left — no panic, but get your income update ready and reply before 31/03/2026. 🙏
Tap to open a pre-filled draft in your own email client (Proton Mail etc). You review, edit if needed, then send. Nothing sent automatically. ✅
✅ CURRENT STATUS — 1 May 2026
- • Payment plan agreed: £10/month for 6 months (review after)
- • Direct Debit: ✅ CONFIRMED moved to 23rd May 2026 — Ella sorted it
- • Paylink form: Ella offered to do it WITH you on a call (Mon-Fri after 4pm)
- • Contact: Ella (Affordability Specialist) — hello@octopus.energy
- • Our email: GLA101@proton.me
✅ ELLA REPLIED (29 Apr) — SHE'S ON YOUR SIDE
- • DD moved to 23rd May ✅ — confirmed
- • Said: "Please make sure your mental health is at the top of your list of priorities" 💚
- • Offered to call you and fill in Paylink form FOR you — just have income/expenditure ready
- • Paylink form = path to Octo Fund hardship write-off
⏳ ACTION — REPLY TO ELLA & BOOK THE CALL
- • Reply saying any day next week after 4pm works
- • Prepare: monthly income + monthly outgoings (rough is fine)
- • She'll fill the Paylink form FOR you on the call
- • This could lead to debt reduction or write-off via Octo Fund
🎯 NEXT STEPS
- 1. Wait for Ella to respond (usually 1-3 days)
- 2. Complete Paylink form WITH Ella's assistance
- 3. Ask specifically about Octo Fund — hardship fund for bereavement/MH
- 4. Keep paying £10/month — shows good faith
💡 KEY FACTS:
- • They will NOT cut you off while payment plan is active
- • Ella is an affordability specialist — she's on your side
- • Octo Fund = Octopus's hardship fund — can clear debt for vulnerable customers
- • Always reference Account: A-37F41968
✅ 12/06/2026 — EMAIL SENT TO SANTANDER
Replied to Breathing Space email requesting affordable repayment arrangement. Asked for: reduced monthly plan, freeze on interest/charges, formal Overdraft Reduction Plan. Mentioned bereavement and mental health.
📞 12/06/2026 — SANTANDER REPLIED: PHONE ONLY
Auto-reply confirmed they do not accept inbound emails. Must call to arrange repayment plan.
📞 Call: 0800 011 3142 — Santander Financial Support
Say: "I'd like to set up an affordable repayment arrangement for my overdraft. I'm in financial difficulty due to bereavement and mental health challenges."
✅ 22/06/2026 — ARRANGEMENT AGREED ON THE PHONE
- • £40/month overdraft reduction plan — agreed ✅
- • No new account — told them, they accepted ✅
- • Santander seemed happy with the arrangement
- • NEXT: Email financialsupport@santander.co.uk to get it confirmed in writing
⚠️ PREVIOUS STATUS — 12 June 2026
- • Breathing Space ended: 05 June 2026 — they sent email to confirm
- • Overdraft amount: £1,600 (going over due to overdraft charges)
- • They suggested: Close account + open new one — DO NOT do this yet
- • Interest/charges: Were frozen during Breathing Space — may restart
- • Status: Waiting to hear from you — no legal action yet
🚨 DO NOT CLOSE ACCOUNT YET
If you close the account, the £1,600 overdraft becomes an immediate debt they'll chase hard. Only close if they agree IN WRITING to freeze it and let you repay at an affordable rate with no further charges.
✅ WHAT TO DO — Call them first
- 📞 0800 011 3142 — Santander Financial Support Team
- • Ask for: Reduced repayment plan (even £20-£50/month)
- • Ask for: Freeze interest and charges (they were already doing it)
- • Ask for: Overdraft Reduction Plan (formal arrangement)
- • Mention: mental health difficulties, bereavement, financial hardship
📝 WHAT TO SAY ON THE CALL
"I'm calling regarding my account. My breathing space has ended and I'd like to discuss an affordable repayment arrangement for my overdraft. I'm experiencing financial difficulty and mental health challenges but I want to work with you to find a solution."
💡 KEY STRATEGY:
- • Same approach as NatWest — it worked there, it'll work here
- • Santander are legally obligated to treat you fairly under FCA vulnerable customer rules
- • Even £20/month is better than no arrangement — they'll accept it
- • Get everything confirmed in writing by email after any call
Tap to open a pre-filled draft. You review and send from your own email. ✅
💚 REAL TALK
You got a bank to give you 3 months + 30 day breathing space + month-by-month support. That's not failure. That's exceptional negotiation.
Raj said "we'll continue to work with you and delay the account until your situation improves." That's as good as it gets.
Yes, interest accrues. But they're giving you TIME. Month by month. That's rare.
The mortgage won't be repossessed if you keep talking to them. Banks want payment plans, not empty houses.
⏳ ~15 days left until 31st March deadline. No panic — but don't leave it too late. Reply to Mr Dempsey before the end of March. ♾️❤️