Company documentCompany document – Rooftop2 September 2026
The Rooftop Mortgages website publishes a section for customers in financial difficulty. It describes the questions staff will ask, states that assistance will be tailored, and lists forms of assistance including reduced payments — which the page says can include paying nothing for a period — and consent to let on residential mortgages.
Complaint not upheldOfficial source – Financial Ombudsman11 November 2025
A buy-to-let mortgage held on one property within a wider portfolio. In June 2023 the borrower told Rooftop his buy-to-let business was no longer viable and that he had a buyer for the mortgaged property, but that the sale would leave a shortfall of around £15,000 which he said would be covered by the equity from the sale of another property. Rooftop declined and required full repayment on sale. The other sale did not proceed and both properties were let again. In March 2024 Rooftop started enforcement action because of the level of arrears. In April 2024 the borrower asked Rooftop to hold off, served notice on his tenants and remarketed the property. Rooftop agreed; the property sold for around £35,000 less than the asking price, leaving a shortfall of over £60,000.