Nearly one in five mortgage customers have an interest-only mortgage and the FCA said it is concerned that shortfalls in repayment plans could lead to people losing their homes.

As part of its thematic review into the fair treatment of existing interest-only mortgage customers the FCA found that, although mortgage lenders are writing to customers prior to their mortgage maturing, engagement rates with firms are low.

There are currently 1.67m full interest-only and part capital repayment mortgage accounts outstanding in the UK. They represent 17.6 per cent of all outstanding mortgage accounts and over the next few years increasing numbers will require repayment.

The FCA found that lenders are actively trying to communicate with their customers to understand repayment strategies and to provide appropriate and affordable solutions where needed.

However, the FCA said that for most lenders, the engagement is based on writing to customers at specific times before maturity.

Where lenders tailored their work to the different customer types identified, they were able to increase contact with those considered higher risk.

The FCA review of interest-only mortgages covered 10 lenders who represent around 60 per cent of the interest-only residential mortgage market and looked at how lenders are treating these customers to help ensure their mortgages are repaid at maturity.

Jonathan Davidson, executive director of supervision – retail & authorisations, said: “Since 2013 good progress has been made in reducing the number of people with interest-only mortgages. However, we are very concerned that a significant number of interest-only customers may not be able to repay the capital at the end of the mortgage and be at risk of losing their homes.”

“We know that many customers remain reluctant to contact their lender to discuss their interest-only mortgage for a variety of reasons. We are very clear that people should talk to their lender as early as possible as this will give them more options when it comes to the next steps they can take.”

“We are encouraged to see that lenders have taken positive steps to engage with and help their interest-only customers. However, as the number of maturities start to increase towards 2032, it is important that lenders take time to review and, where possible, improve, their own strategies.”

The FCA review also found that, although lenders were recommending repayment options that appeared appropriate for those customers who made contact and that the harm of repossession due to non-repayment was reduced, the processes which customers had to follow were, on many occasions, challenging. This included delays in getting to speak to advisers, making multiple phone calls and repeating information previously provided.

In 2013 the FCA identified three residential interest-only mortgage maturity peaks. The first peak, happening now, is likely to have more modest shortfalls due to the profile of customers typically being those who are approaching retirement with higher incomes, assets and levels of forecast equity in their property at the end of term. The next two peaks in 2027/2028 and 2032 include less affluent individuals who had higher income multiples at the point of application, greater rates of mortgages converted from repayment to interest-only and lower forecast equity levels; the FCA is concerned that they are more at risk of shortfalls.

Alongside the thematic review the FCA has also published consumer research about why customers are failing to talk to their lender about their interest-only mortgage. This is aimed at assisting lenders in building a greater understanding of why customers may not be making contact.

A leaflet highlighting the benefits to customers of talking to their lender as early as possible has also been released.