customer care

We’re here to help

Everyone has ups and downs in life and we understand that this can result in both temporary and permanent change in ones circumstances. There are a number of life events that can affect us all including bereavements, health matters, losing a job or needing support with being a carer. Should you find your position has changed or been impacted, please contact us in the first instance and we will do whatever we can to help you.

You can reach us by

  • Speaking to us over webchat
  • Email us at
  • Write to us at Customer Care, Generation Home, Exmouth House, London EC1R 0JH

Personal support

Although our team will assist and support as much as they can, there may be instances where external providers are able to provide more suitable and practical advice and information to help get you get back on track.  This section of our website has therefore been specially designed to direct you to sources who may be also able to help you if you fell you need further support.

Life events

Financial difficulties


Being a carer

If you stop paying your mortgage, you could lose your home.