What is hardship?

Hardship is when a customer is not able to make their regular loan repayments. This is also known as having Financial Difficulty.

Are you having difficulty making repayments to Home Direct Limited?

At Home Direct we understand that sometimes life events such as illness, unemployment or relationship breakdowns can lead to difficulty in making repayments.

If this occurs it is important that you contact us as soon as possible so we can discuss your circumstances in order to enter into a suitable arrangement with you.

Who should you contact?

We have a dedicated Hardship team to assist our customers experiencing Financial Difficulty.

Home Direct contact details are;

 Call:  0800 427 334 | Mon - Fri 8am - 7pm
 Postal:  Home Direct Limited
   PO Box 58349
   Auckland 2163

Click here to complete a Hardship Application Form and email the completed form to

What happens after you apply for hardship?

Our Hardship Team’s aim is to assist you with your current financial situation as efficiently as possible. To do this they will complete an over-the-phone assessment with you or assess your written application. This assessment should take less than half an hour and requires you to provide us with details of your income and expenses. In certain situations we may request additional documents to verify some of the information provided allowing us to finalise the assessment.

Where we are able to offer a hardship solution we will:

  • Tailor this to your personal circumstances.
  • Stop collection calls or letters while the hardship agreement is maintained.

Where we are unable to agree to a hardship arrangement we will:

  • Advise you of this in writing and inform you of the options available to you.

Do you require free independent assistance?

Financial Counselling is a valuable service that is offered at no cost by community organisations, community legal centres and some government agencies.

Home Direct recognises that the circumstances of borrowers can differ and we recognise that borrowers may find it beneficial speaking with a Financial Counsellor.

Financial counselling hotline: 0508 283 438

Money Talks is a budgeting and financial capability helpline operated by FinCap. Their financial mentors offer free, confidential advice by phone, text, email and live chat.

Phone: 0800 345 123
Text: 4029
Live chat:

Click here to find a local budgeting service to you.


We recognise that gambling is a growing issue and some of our customers may require assistance in controlling their gambling spend.

If you find yourself vulnerable to gambling and you would like to speak to someone from an independent organisation about your situation, please call Gambling Helpline.

0800 654 655

   Related Links:
   Commerce Commission on Hardship >
   Family Budgeting website >
   Sorted website >
   Financial Services Complaints Limited >
   Citizens Advice Bureau >