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Evidence · Home lending

The questions and original answers

Explore every question and captured response in the home-lending study, including answers asked nationally and from four cities.

questions
193
captured answers
1,094
AI platforms
4
collected
11 October 2026

01

Every question, with its answers

Each question was written as a voter would ask it and went to all four assistants. Some were also asked from a town. Open a question to read every answer to it in full.

Showing 20 of 193 questions

Show all 193

02

The tables behind the study

Every figure on the study page comes from these tables. They are CSV files, which open in any spreadsheet.

  • Question catalogue

    questions.csv

    One row per question.

    Question ID, borrower, exact question, group and collected answers

    193rows

    Download question catalogue (CSV)

  • Answers

    answers.csv

    One row per answer, with its full text.

    Answer ID, question ID, borrower, assistant, city, words, coded recommendations, showed a link and full text

    1,094rows

    Download answers (CSV)

  • Sources by answer

    sources.csv

    One row for each website recorded as a source of an answer.

    Answer ID, question ID, assistant, city, website and publisher type

    4,574rows

    Download sources by answer (CSV)

  • Checks against official sources

    checks.csv

    One row per statement checked.

    Check, answer ID, assistant, what the answer said, verdict, what the source says, source and date

    4rows

    Download checks against official sources (CSV)

  • Recommendation coding

    recommendation-coding.csv

    One row per coded national loan-choice or support answer.

    Answer ID, question ID, borrower, assistant, question group, recommended lenders and supporting passages

    360rows

    Download recommendation coding (CSV)

  • Platform comparisons

    platform-recommendation-counts.csv

    One row per platform, lender and question group.

    Matched panel, recommended answers, denominator and supporting answer IDs

    105rows

    Download platform comparisons (CSV)

  • City comparisons

    city-recommendation-counts.csv

    One row per city, lender and question group.

    Matched panel, recommended answers, denominator and supporting answer IDs

    112rows

    Download city comparisons (CSV)

Use these tables to trace findings back to the original questions and answers. The full text of each answer is also on this page, under its question.

03

Read in full and checked

Some answers were read in detail or checked against official sources. Those appear on the study page, beside the findings they support.

ChatGPT · National

Which bank is best for helping customers whose income has dropped and who are struggling with mortgage repayments?

In New Zealand, if your income has dropped and you're struggling to keep up with mortgage repayments, the best bank is usually the one that offers the most practical financial hardship support, communicates clearly, and is willing to restructure your loan around your new circumstances.

I wouldn't judge banks solely by their interest rates or general customer reviews. What matters most is how they respond when you can no longer comfortably afford your repayments.

When comparing banks, look for whether they will consider:

  • Temporarily reducing repayments to match your lower income.
  • Moving to interest-only repayments for a period, where appropriate.
  • Extending your mortgage term to reduce regular repayments.
  • Pausing or deferring repayments in eligible hardship situations.
  • Assigning a dedicated hardship specialist and clearly explaining the long-term costs of each option.

These arrangements aren't guaranteed, and some can increase the total interest you pay.

My top choices in New Zealand

1. Kiwibank

Best overall on published support options

Kiwibank explicitly lists a wide range of potential solutions: affordable repayment plans, interest-only repayments, extending the loan term, payment deferrals and loan restructuring. It also states there is no charge to apply for hardship assistance. Financial hardship & assistance | Accounts

Mortgage hardship line: 0800 222 497

Kiwibank hardship support

2. ANZ

ANZ specifically recognises reduced income as a reason to seek hardship assistance. It offers potential short-term relief of up to 90 days and home-loan restructuring, with a dedicated hardship team. Its published guidance also discusses extending the term or temporarily switching to interest-only payments. Apply for financial hardship assistanceHelp with financial difficultyManage your home loan

Hardship line: 0800 240 438

ANZ hardship assistance

3. Westpac

Westpac publishes several possible forms of relief, including reduced repayments, extended loan terms and repayment pauses or deferrals. It assesses applications individually and explains that assistance can have longer-term interest costs. Financial hardship supportHow does hardship assistance actually work? - Help

Financial Solutions: 0800 772 771

Westpac hardship support

4. BNZ

BNZ allows eligible customers to apply for a formal hardship variation, including extending the loan term or postponing payments. Its published process is clearly documented. Financial hardship applicationWhat you can do if you’re having trouble with home loan repayments

Customer assistance: 0800 375 007

BNZ hardship application

These rankings reflect the banks' published support options, not independently verified customer outcomes. There isn't enough comparable evidence here to establish which bank treats struggling borrowers best in practice.

Your rights if your income has fallen

In New Zealand, the Credit Contracts and Consumer Finance Act allows eligible borrowers facing unforeseen hardship to apply to their lender to change their loan arrangements. Depending on your circumstances, this can include extending the loan term, postponing repayments, or both. The bank must properly consider an eligible application, although it does not have to approve the changes you request. Hardship applicationsHardship and financial difficulty

The Banking Ombudsman recommends contacting your lender early, before missed payments accumulate. You can also get free, independent and confidential help from MoneyTalks.

Which bank would I choose in your situation?

I'd start with Kiwibank or ANZ based on their published policies, but I would not switch banks or refinance an existing mortgage just on that basis. A new lender may be reluctant to approve lending when income has fallen, so approaching your current bank is often the more practical first step.

One question would help me narrow this down: Are you already with a particular bank, or are you looking to move your mortgage to a bank that may be more understanding about financial hardship?

Ask anything

ChatGPT can make mistakes. Check important info.

Captured 11 October 2026

Gemini · National

Which bank is best for helping customers whose income has dropped and who are struggling with mortgage repayments?

Under New Zealand credit laws (specifically the Credit Contracts and Consumer Finance Act - CCCFA), all registered banks and lenders are legally required to consider reasonable applications for hardship relief if your income drops due to unforeseen circumstances like redundancy, reduced hours, illness, or relationship breakdowns.

Because of this statutory obligation, there isn't a single "best" bank in terms of policy differences—whichever bank holds your current mortgage is inherently the best (and usually only) place to start, as they are the ones required by law to evaluate your application.

However, major New Zealand lenders (such as ANZ, ASB, BNZ, and Westpac) approach customer support tools and guidance slightly differently:

  • ASB: Noted for tools like their Support Finder, which helps connect customers facing income drops or hardship with potential government benefits and services alongside internal restructuring options.
  • Westpac: Features dedicated digital application pathways via their banking app/website for financial solutions and structured processing timeframes.
  • BNZ: Frequently collaborates with community finance networks and budgeting services (such as Good Shepherd NZ) to provide holistic support for customers navigating severe financial strain.

Standard Relief Options Offered by NZ Banks

When you apply for hardship assistance, a bank will typically look at your overall financial position and may offer one or a combination of the following solutions:

  1. Temporary Payment Pause or Deferral: Stopping or reducing mortgage payments for an agreed short-term window while you look for new employment or adjust. (Note: Interest usually continues to accrue during this time, increasing the total long-term cost).
  2. Extending the Loan Term: Spreading your remaining balance over a longer period to lower your mandatory monthly repayments.
  3. Interest-Only Period: Temporarily switching your mortgage from principal-and-interest to interest-only to drastically lower immediate cash flow requirements.

Recommended Action Plan

If your income has dropped and you are worried about upcoming mortgage payments, take these steps immediately:

  1. Contact your bank's Financial Hardship / Solutions team before you miss a repayment. Reaching out early gives you significantly more options and protects your credit history.
  2. Prepare your numbers: Have an accurate, realistic breakdown of your current household income and weekly/monthly living expenses ready to present to them.
  3. Utilize free independent budgeting support: Reach out to MoneyTalks (a free New Zealand financial helpline funded by the government) at 0800 234 234 or via moneytalks.co.nz to help review your budget and advocate for you.

Would you like help mapping out a temporary household budget to see what reduction in mortgage payments you would need to stay afloat?

Ask Gemini

Gemini is AI and can make mistakes.

Captured 11 October 2026

Google AI Mode · National

Which bank is best for helping customers whose income has dropped and who are struggling with mortgage repayments?

In New Zealand , there isn't a single "best" bank singled out by consumer advocates or regulators for mortgage hardship support. Under the Credit Contracts and Consumer Finance Act (CCCFA) , all major registered banks in New Zealand—including ANZ , ASB , Westpac NZ , BNZ , and Kiwibank —are legally required to have dedicated financial hardship processes.

If your income has dropped and you are struggling with repayments, any major New Zealand bank will offer very similar statutory options:

  • Temporary payment pause or reduction (giving you breathing room)

  • Switching to interest-only repayments for a set period

  • Extending the total loan term to lower regular installment amounts

  • Restructuring or consolidating debt where appropriate Help with financial difficulty | ANZ

Choosing or Assessing Support

Because their toolsets and legal obligations under hardship guidelines are largely identical, the "best" bank in a hardship scenario is usually the one holding your current mortgage. Transferring a mortgage to a new bank while experiencing a drop in income is generally difficult, as banks tightly re-qualify new borrowers based on current (lower) earning capacity.

If you are facing financial difficulty, independent and free financial mentoring services like MoneyTalks can also help you evaluate your position before or during conversations with your lender.

If you'd like, let me know:

  • Which bank your current mortgage is with
  • Whether your drop in income is temporary (e.g., parental leave, short-term illness, or job change) or long-term

I can give you specific contact details and outline what documents your bank will likely require for a hardship application.

Ask anything

Captured 11 October 2026

AI Overviews · National

Which bank is best for helping customers whose income has dropped and who are struggling with mortgage repayments?

AI Overview

In New Zealand, there is no single "best" bank for mortgage hardship support, as all major Kiwi banks are legally required under the Credit Contracts and Consumer Finance Act 2003 (CCCFA) to provide structured assistance. If an unexpected drop in income leaves a customer struggling with repayments, any New Zealand lender must formally consider an application for "Unforeseen Financial Hardship".

However, individual banks offer distinct tools, teams, and timelines to help navigate the crisis.

How the Major NZ Banks Compare

Bank Key Feature / Standout Tool How to Reach Their Hardship Team
ASB Support Finder Tool: Connects both customers and non-customers to eligible government benefits/grants. ASB Financial Assistance: 0800 27 27 35
ANZ Fast Initial Review: Aims to review standard applications within 5 working days. ANZ Financial Hardship: 0800 240 438
Kiwibank Trauma-Informed Support: Dedicated specialized care team to walk customers through tailored debt plans. Kiwibank Financial Support: 0800 113 355
Westpac Digital Applications: Simple online and app-based hardship submission portals. Westpac Financial Hardship: 0800 772 771
BNZ Self-Service Adjustments: Allows eligible users to manually drop payments to the bare minimum via the app. BNZ Care Team: bnzcare@bnz.co.nz

Standard Relief Options Available

No matter who the mortgage is with, borrowers can ask for variations to their home loan contract, such as:

  • Interest-Only Payments: Pausing principal repayments temporarily to significantly lower the monthly obligation.

  • Loan Term Extensions: Stretching out the remaining life of the mortgage (e.g., from 20 years to 25 years) to structurally lower regular payments.

  • Repayment Deferrals ("Mortgage Holidays"): Completely pausing payments for a short window. (Note: Interest continues to accumulate and is added to the overall loan balance, making it more expensive in the long run).

Step-by-Step Action Plan

  1. Act Immediately: Contact the bank before missing a payment. Legal protections under the CCCFA are strongest if the account is defaulted by less than two months or four payments.

  2. Bypass General Customer Service: Ask immediately to speak directly with the bank’s Financial Hardship or Customer Care team.

  3. Gather Evidence: Have proof of the income drop ready, such as redundancy letters, payslips showing reduced hours, or medical certificates.

  4. Seek Free Advocacy: If negotiating feels overwhelming, the free national helpline MoneyTalks (0800 345 123) can provide a financial mentor to help deal with the bank directly.

If you would like to look closer at a specific option, please tell me:

  • Which bank holds the mortgage?

  • Is the income drop likely to be temporary (e.g., parental leave, short-term injury) or long-term (e.g., redundancy)?

I can help explain the exact application process or look into the financial impact of changing the loan structure.

Ask anything

Captured 11 October 2026