Shortfall debt - Jasper

Repaying your shortfall debt


Shortfall debt is money you still owe us when your property is sold, and the amount from the sale is insufficient to repay the outstanding mortgage balance.

This can happen following repossession or if you’ve voluntarily surrendered your property, if it’s sold on your behalf for the best price that can be achieved within a reasonable time. It can also occur if we agree you can sell the property for a price that’s less than you need to repay the outstanding mortgage balance.

If you have a shortfall debt, we’ll try to work with you to recover the amount you owe. In some cases, we may agree a payment plan with you so you can pay off the shortfall debt over time.

You won’t be charged any interest on your shortfall debt, so every payment you make will help reduce the amount you owe.

Talk to us about your situation

To discuss ways of repaying your outstanding shortfall debt, review an existing payment plan or to ask us any other questions please call us.

Our agents have a lot of experience in supporting customers with shortfall debt. During your call, they’ll consider your circumstances to look at different ways we may be able to help you.

Landlord customers with 2 or more mortgages with us:
Please call us on 0370 702 0032.

All other customers:
please call us on 0370 702 0031.

We’re available Monday to Friday from 9am to 5pm.

If you’re struggling to pay back your shortfall debt, please call us. The sooner you get in touch the better, as there may be more options open to you.


If you’d prefer to write to us, please use the following address:

Jasper Mortgages
PO Box 111
BD23 9FA

Please quote your account number in any letters you send us – and remember to include your return address or phone number so we can respond to you.


Tell us about your income and expenditure

To ensure we understand your circumstances, we’ll need an accurate picture of your current monthly income and expenditure. This includes details of any income and benefits that you receive, payments that you need to make, regular outgoings and other costs.

You can share your income and expenditure details with us at any time using our online affordability tool. This secure system is called Embark – and is managed on our behalf by our trusted partner Paylink Solutions.

After creating your own account, you add details of your income and outgoings to build up an accurate picture of your budget. This can take time, so you can save your details at any point, then login again when you’re ready. When you’ve entered all your details, your information will be shared securely with us. Our agents will then be in contact with you to review your situation and discuss how we can help.

Register now
To use Embark for the first time, please register and create an account. To do this, you’ll need to know your mortgage account number and have an email address or mobile phone number.

Login now
If you’ve already registered, you can login to your account at any time, from any device.

If you can’t use our online affordability tool, or you’d rather tell us your income and expenditure details directly, please have this information to hand when you call us.

Please note – after you provide your income and expenditure details to us, we’ll conduct a credit check to verify the information you’ve provided. Other companies will be able to see that we conducted this credit check if they review your credit file.


Contacting you

If you have shortfall debt, depending on your situation, we may send letters, call you or send text messages. To do this, we’ll use the contact details that are listed on your account. So if your correspondence address or phone number changes, please let us know.

If you don’t respond to our letters, calls or texts, and you don’t get in touch with us directly, we won’t be able to speak with you about your situation and may need to take further action.


Impact on your credit file

We report the balance of your shortfall debt to credit reference agencies monthly.

If we registered a default against your credit file, the default will negatively impact your credit rating. Any default will stay on your credit file for six years, regardless of whether you pay the shortfall debt or not. But if you do repay the shortfall debt, the default will be marked as ‘satisfied’ or paid.

We’ll perform periodic credit checks to verify information you provide us, assess your ability to pay or check if you own any property. These checks will show on your credit file and may affect your ability to borrow money or obtain credit in the future.


Free, confidential and impartial advice

Please see the details below of some that can help you find free, confidential and impartial advice which may be useful for you.

If you’re already seeking advice and haven’t told us about this, please let us know. We’ll always make sure you have an appropriate amount of time for this to be concluded before we contact you to discuss how you intend to repay your shortfall debt.

PayPlan can help if you’re struggling with multiple debts. They provide 100% free, confidential debt advice and support either online or over the phone.

One of their specialists will look at your monthly income and outgoings and who you owe money to. They’ll work out what you can afford and what options are available to help you feel more in control of your finances.

Visit their website to take the first steps toward getting a personalised action plan for your money.


MoneyHelper (formerly the Money Advice Service) provide free, clear and unbiased advice to help you make the most of your money. Call them on 0800 138 7777.

Alternatively, you can visit the MoneyHelper website which provides alternative contact methods including webchat.

You can also find out what services are available across the UK, including what face to face support is available in your local area using the Debt Advice Locator.


Citizens Advice offer free, confidential and impartial advice on legal, money and other problems.

Citizens Advice also provide the opportunity for face to face advice through their local advice centres.

For online information or to find your local advice centre visit their website and select England, Scotland, Wales or Northern Ireland from the options presented.


StepChange is a registered charity offering free, confidential advice and support to anyone who is worried about debt.

Its online debt counselling tool provides you with advice tailored to your individual circumstances.

If you feel that you need some expert guidance, you can contact StepChange on 0800 138 1111.


National Debtline is a debt advice charity run by the Money Advice Trust.

They offer a free and confidential debt advice service for people in England, Wales and Scotland – and have helped millions to deal with their debts.

You can call them, use webchat or their Digital Advice Tool to get free advice. Visit their website for more information.


Business Debtline offers free, confidential and independent advice for self-employed people and small businesses in England, Wales and Scotland.

Visit their website or call them on 0800 197 6026.

Breathing Space is a government scheme that allows applicants time to receive advice about their debts and find a solution to their debt problems.

In a Breathing Space most creditors will freeze interest and stop all collection and enforcement action for a period of 60 days. However, the scheme is not available to everyone – customers can only apply for Breathing Space through a debt adviser.

For more information about the scheme, please follow one of the links below to a free and independent advice agency:

Shelter can offer you free, impartial and confidential advice to help with housing problems.

They provide local support with housing issues and homelessness, and their website contains a wide range of information with a free webchat service.

If you need urgent advice, call their free emergency helpline on 0808 800 4444 to speak with an expert adviser.


Citizens Advice offer free, confidential and impartial advice on legal, money and other problems.

Citizens Advice also provide the opportunity for face to face advice through their local advice centres.

For online information or to find your local advice centre visit their website and select England, Scotland, Wales or Northern Ireland from the options presented.

If your financial difficulties are the result of losing your job or being made redundant, there are many organisations that can help you to be in the best possible position when looking for a new job.

Additionally, the Government set up a Find a Job service to help people to search and apply for jobs. Their website also provides links to related pages for out of work benefits.

Millions of pounds worth of benefits go unclaimed every year, so make sure you are receiving what you are entitled to. Benefits can be claimed for several reasons for example:

  • sickness or disability
  • unemployment
  • caring for someone
  • being aged 60 or over
  • after a bereavement
  • pregnancy or if you’ve recently had a baby
  • if you’re a family with dependent children.

A quick and easy way to find out what you can claim can be found at: – All public services in one place including information on benefits.

Department of Work and Pensions (DWP) – UK Government department responsible for welfare and employment issues.

MoneyHelper – has a specific section on benefits and a calculator so you can quickly see what benefits you are entitled to.

Please note, this page contains links to external websites. We are not responsible for the content of external websites.

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