“We've got [hardship processes] that are well established in terms of talking to these customers, understanding their particular circumstances and coming up with an arrangement for them to get out of that,” says Mark.
He acknowledges that although, in some cases, the arrangements are not loved by customers, they are determined it’s in their best interest.
“What I mean by that is sometimes it’s in the best interests of a customer to sell the property that they're in, settle a large amount of debt and be left with capital at the end of it. They can get themselves back to employment or get themselves back to health and then get on with life with some money in the bank,” Mark explains.
“We've got teams in place that have these conversations day in, day out, because despite the environment now, people run into trouble at all times of the year.”