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The booklet explains eligibility and a four-step process, emphasizing early communication with the Arrears Support Unit and active engagement to retain protections. 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We have a dedicated team in our Arrears Support Unit that will work with borrowers. If you are deemed to be eligible for the process we will work with you to bring you through this process in order to try to get the best solution to address your arrears situation  \nThere are four steps in the process and this booklet will explain each of these steps to you.  \nSTEPS IN THE MORTGAGE ARREARS RESOLUTION PROCESS  \nPage 2 of 10  \nSTEP 1: Communication  \nAnyone can be affected by financial difficulties at any time and this can result in problems paying bills. If you are experiencing such difficulties with paying your mortgage or are concerned that you may not be able to pay your next or future mortgage repayments in full, then you need to come and talk to us. We have a dedicated team in the Arrears Support Unit.  \nYou can contact the Arrears Support Unit Monday to Thursday from 9.00 to 5.00 and Friday from 9.00 to 4.30 on 4149000 ext.: 7138. One of our Arrears Support officers will help you through the process. If you would prefer to meet someone in person call the Arrears Support Unit on the above number to make an appointment.  \nIgnoring the problem will not make it go away. We can only try to help if you talk to us.  \nIt is important that you co-operate with us during MARP. While you are co-operating with us in the MARP you are afforded certain protections. However, failure to communicate or engage properly with us can have implications for this protection, we may classify you as not co-operating, and you could be exited from MARP losing these protections.  \nA full explanation of what is considered to be not cooperating is contained in the next step; Step 2: Financial Information, and you should ensure that you read this carefully and understand the implications.  \nOur Communication Policy  \nWe have a Communication Policy in place to ensure that our communication with you is fair and reasonable. The policy sets out what you should expect from us and what we expect from you in return.  \nWhen your account goes into arrears:  \n- We will contact you in writing to inform you of the situation and invite you to engage with us to try to find a solution;  \n- We will contact you on a regular basis in writing to give you updates on your account status;  \n- We will be reasonable in all contact we have with you and we will be open and transparent in all communications;  \n- We will allow you a reasonable length of time to gather and submit information;  \n- We will not make unnecessary contact with you.  \nWe will expect you to:  \n- Provide us with the information that we require in order to take you through the MARP within a reasonable timeframe;  \n- Be open with us about your situation;  \n- Engage with us by responding to all communication sent to you.  \nPage 3 of 10  \nSTEP 2: Financial Information  \nIn order to start to assist you with your arrears we must fully understand your financial situation and as a result you will be required to provide us with full details of your income and expenditure. We need you to complete a Standard Financial Statement (SFS) . You can obtain a SFS from our website or from the Arrears Support Unit. It is important that you complete this document fully and honestly as this information will be used to determine the best options that may be available to you.  \nIn addition to the SFS you will be required to provide the backup documentation as outlined on the form. The local authority may seek additional information on any detail that you have entered on ","cbCaiuq38IWRLEM7","https://ap.wps.com/l/cbCaiuq38IWRLEM7","pdf",226403,"English","# STEPS IN THE MORTGAGE ARREARS RESOLUTION PROCESS\n## STEP 1: Communication\n## STEP 2: Financial Information","[{\"question\":\"What should a borrower do if they have difficulty paying their mortgage repayments?\",\"answer\":\"Contact the Arrears Support Unit and discuss the Mortgage Arrears Resolution Process (MARP). Ignoring the problem will not make it go away, and assistance depends on talking to the team.\"},{\"question\":\"What information is required to start MARP?\",\"answer\":\"Complete a Standard Financial Statement (SFS) and provide the required backup documentation. This information is used to determine the best options available.\"},{\"question\":\"What are the consequences of not cooperating in MARP?\",\"answer\":\"Failure to communicate or engage properly can lead to being classified as not co-operating. This classification may remove protections available through MARP.\"}]","Mortgage Arrears Resolution Process (MARP) - Borrower Information Booklet - Step-by-Step Guide | PDF",1789506701]