Secondary Consultation Service to Support Clients Facing Mortgage Hardship
Mortgage Stress Victoria offers a specialised secondary consultation service designed to equip generalist financial counsellors, lawyers*, social workers, and other casewokers across Victoria with expert, responsive support in navigating complex mortgage-related cases.
What We Offer
Our service provides tailored one-hour consultations focused on hardship and lending issues:
Bank Negotiations Guidance on engaging with lenders and the way forward with available options to assist with home loan mortgage stress, including navigating internal dispute resolution processes and escalating matters to the Australian Financial Complaints Authority (AFCA).
Home Equity Access Scheme Strategic advice for supporting older Australians to leverage equity in their homes to manage mortgage stress.
Irresponsible Lending Identification Assistance in recognising and addressing cases of unsuitable or predatory lending practices.
Body Corporate/Council Rates Financial Hardship Support in resolving financial issues arising from strata or body corporate obligations and council rate issues.
Holistic, Client-Centred Approach Advice that considers the legal, financial, emotional, and social dimensions of mortgage stress.
Why Use This Service?
No Need to Refer Out Enable caseworkers to retain and support their clients through complex mortgage issues without external referrals.
Build Capacity Strengthen the skills and confidence of caseworkers in managing mortgage-related hardship.
Responsive and Practical Receive timely, actionable advice that is grounded in real-world practice and tailored to your client’s unique circumstances.
Who Can Access This Service?
This service is available to generalist financial counsellors, lawyers*, social workers and other case workers working with clients who:
- Are experiencing mortgage stress or at risk of repossession.
- Need support navigating lender communications or dispute resolution.
- Are dealing with financial hardship related to home ownership, including strata fees or legal threats.
How Do I Access the Service?
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- Call Us: 1800 572 292 and let our staff know you would like a secondary consultation service
- Email Us: info@mortgagestress.org.au
*Please note for lawyers interested in a secondary consult to support their client, we require confirmation of authority to act and the client details to perform a conflict check.