Arrears Help

If your property is your primary residence

Your property is your primary residence if it is the residential property which you occupy as your primary residence in Ireland or a residential property in this State which is the only residential property that you own.

Start Mortgages follows the 4 steps of the Mortgage Arrears Resolution Process (MARP) in accordance with the requirements of the Central Bank’s Code of Conduct on Mortgage Arrears. The 4 steps of MARP are summarised below and the full details are contained in our MARP Booklet.

1. Communication
   Financial difficulties can affect anyone at anytime. If you are concerned about your finances and the making of your next or a future mortgage repayment, we encourage you to contact us as soon as possible. The earlier we are given the opportunity by you to understand the financial difficulties you are experiencing, the sooner we can work together to find a solution. We have a dedicated professional team ready to talk to you and take you through the MARP process. Please contact our Arrears Support Unit on: Lo Call 1800 818 000 or (01) 209 6300.
2. Financial Information
   We need to fully understand your current financial circumstances and key to this is the completion of a Standard Financial Statement (SFS). The Standard Financial Statement is an industry-wide document issued by the Central Bank of Ireland. You can view or print a copy of Start’s SFS here. We have provided a step-by-step guide for completing the SFS which can be accessed here. In addition, the Central Bank of Ireland has produced a guide which can be located here. The completed SFS can be returned to Start as follows:

   1) By Post: Start Mortgages DAC, Trimleston House, Beech Hill Office Campus, Clonskeagh, Dublin 4, D04CK80
   2) By Email: customerservices@start.ie

   We can also help you to complete your SFS over the phone if you wish. You can contact our team on 1800 818 000 or 01 2096300 and we can talk you through the process.

3. Assessment
   We will use the information you provide to us in your SFS to assess your financial situation. During the assessment process we will review each Alternative Repayment Arrangement (ARA) to determine whether you meet our eligibility criteria. Consideration will be given to your individual case based on the following:
   1. Your personal circumstances;
   2. Your current income and expenditure and your ability to make sustainable monthly repayments to your mortgage;
   3. The past payment history on the mortgage;
   4. Any other borrowings and efforts made to reschedule these; and
   5. Your willingness to engage with us in an open and honest way and to provide the necessary paperwork to allow us to understand your situation
4. Resolution
   Following our assessment of your financial situation, we may be in a position to offer you an ARA which is appropriate to your circumstances and sustainable for the duration of the arrangement. These ARAs may be temporary or permanent in nature, depending on your particular circumstances. Please refer to our MARP Booklet for further information.

Appeals Process

Should you not agree with the Alternative Repayment Arrangement(s) offered to you by Start Mortgages, our decision not to offer an Alternative Repayment Arrangement, or our decision to classify you as not co-operating, you can submit an appeal by following our appeals process and by completing our MARP Appeal Request Form.  Additional information is available in our MARP Booklet.

Helpful Contact List, Links and Additional Information

Download our Helpful Contacts List for additional information, links to websites and contact information that may assist you during this process. It includes, for instance, contact information for the Money Advice & Budgeting Service (MABS), and the Insolvency Service of Ireland.

Alternatively, you may wish to consider the Mortgage to Rent scheme. The Mortgage to Rent Booklet provides information on the scheme and contact details should you require further information.

Not Co-Operating

While being fully engaged in the MARP process can afford you many protections, failure to communicate and engage properly, failure to make a full and honest disclosure and/or failure to return any information requests within the timeframe specified by us can have implications in relation to these protections. If you do not keep in contact with us, do not respond to any of our communications or if you do not comply with our requirements or requests we may classify you as ‘Not Co-operating’ and you will lose these protections.

To understand the full meaning and consequences of being classified as ‘Not Co-operating’, you are strongly advised to read our document entitled Explanation and Implications of Not Co-Operating.

If your property is not your primary residence

Your property is not your primary residence if it is secured on a residential property that is not your primary residence or home, and it is not the only residential property you own in the State.

If you are experiencing difficulties in paying a mortgage (secured as set out above) now, or expect to have repayment difficulties in the future, we will do everything we can to help you. Financial difficulties can affect anyone at any time so we encourage you to contact us as soon as possible. The earlier we are given the opportunity by you to understand the financial difficulties you are experiencing, the sooner we can work together to find a solution. We have a dedicated professional team ready to talk to you. Please contact our Arrears Support Unit on: Lo Call 1800 818 000 or (01) 209 6300.