Mr. Stephen Mason:

As part of the process, when we talk to customers who have unsustainable mortgages - and most customers realise at that stage that their mortgage is unsustainable - we give them information concerning local authorities and MABS. We also give them contact details of people they should be talking to. In addition, we give them time to come to arrangements with us as to when they might leave the property. The majority of these customers will stay in the property when it is going through the sales process. One case manager will deal with them throughout the process. We deal with it as sympathetically and empathetically as possible.