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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

best bank mortgage help after income drop

If your income has dropped and you're struggling with your mortgage in New Zealand, the best bank is usually the one willing to work with you on a temporary repayment arrangement before you fall behind. You may have options even if you can't afford your current repayments.

My recommendation is to contact your current lender's financial hardship team first. You don't necessarily need to switch banks to get help, and changing lenders can be harder when your income has fallen.

What help can you ask for?

  • Temporary reduced repayments while your income recovers.
  • Interest-only payments for an agreed period, if your lender approves.
  • A mortgage term extension to reduce regular repayments.
  • A temporary repayment deferral if your circumstances justify it.
  • A review of your existing loan structure if you have multiple fixed-rate portions or a revolving-credit facility.

These options have different costs. Interest-only payments or deferrals can increase the total interest you pay, so ask the bank to show you what repayments will look like when the arrangement ends.

Which NZ banks should you approach?

These are useful starting points based on their published hardship support, rather than a ranking of which bank is most generous.

  1. ANZ New Zealand

ANZ specifically lists a reduction in income as a reason to apply for hardship support. It may offer short-term repayment relief of up to 90 days or restructure your home loan. Apply for financial hardship assistance

ANZ hardship assistance

  1. BNZ

BNZ accepts written hardship applications and offers options including extending the loan term, postponing payments, or combining both. Financial hardship application

BNZ hardship assistance

Other major NZ banks may also offer hardship support. Your existing lender's willingness to consider your circumstances is more important than switching banks immediately.

What I would do first

  1. Contact your bank and ask for its mortgage hardship team.
  2. Explain how much your income has dropped and how much you can realistically afford to pay each week or fortnight.
  3. Ask for a written comparison of reduced repayments, interest-only payments and extending the loan term.
  4. If the bank's response isn't satisfactory, contact the free financial mentoring service MoneyTalks.

In New Zealand, you can generally make a formal hardship application after an unexpected event has made repayments unaffordable, subject to eligibility rules and time limits. Lenders must consider qualifying applications, although they don't have to approve every request. Hardship applicationsPayment problems

Let me help you narrow down the best option

The best approach depends on whether your income loss is temporary or permanent.

You don't need to share your account number or other identifying details. I'll use your answers to suggest the most practical next steps.

Ask anything

ChatGPT can make mistakes. Check important info.

Captured 11 October 2026

Gemini · National

best bank mortgage help after income drop

Experiencing a drop in income can be stressful, but New Zealand lenders (including major registered banks like ANZ, ASB, BNZ, Kiwibank, Westpac, and TSB) have formal processes under the Credit Contracts and Consumer Finance Act (CCCFA) to support customers facing unexpected financial hardship.

The most critical step is contacting your bank before you miss a payment.

What New Zealand Banks Can Offer

Hardship relief is customized to your circumstances. Common mortgage assistance options include:

  • Switching to Interest-Only Payments: Temporarily paying only the interest portion of your loan lowers your monthly cash outflow significantly, giving you breathing room while your income is reduced.
  • Extending the Loan Term: Spreading your remaining mortgage balance over a longer period reduces your regular (principal and interest) repayment amounts.
  • Temporary Repayment Deferral (Payment Holiday): Pausing mortgage payments entirely for a short, agreed-upon window. Note: Interest typically keeps accruing and adds to your total loan balance.
  • Restructuring or Consolidating: Reorganizing floating/fixed portions or rolling high-interest debt (like personal loans or credit cards) into a more manageable structure.

Step-by-Step Action Plan

  1. Contact Your Bank’s Hardship Team Early
    Call your lender's dedicated financial hardship or customer support line as soon as you anticipate trouble. Do not wait until a payment bounces, as early engagement protects your credit file and opens up more flexible solutions.
  2. Gather Your Financial Information
    Your bank will require a formal hardship application form accompanied by proof of your new financial reality. Prepare:
    • Recent income evidence (e.g., termination letter, reduced hours notice, benefit confirmation, or recent pay slips).
    • A realistic household budget outlining your ongoing essential living costs (food, power, transport, medical) versus your reduced income.
    • Statements for other debts or active loans.
  3. Submit the Application in Writing
    Submit the hardship form via email or through your bank's portal. By law, lenders must acknowledge your application within a few days and provide a formal written decision (usually within 20 working days). There is no fee to apply for a hardship variation.

Additional Free Support in New Zealand

  • MoneyTalks: A free, confidential financial helpline in New Zealand that connects you with independent financial mentors who can help you build a budget and talk to your bank on your behalf. You can reach them via moneytalks.co.nz or 0800 22 35 40.
  • Work and Income (MSD): Depending on your situation (such as a sudden job loss), you may be eligible for short-term assistance or income support benefits.
  • Insurance & KiwiSaver: Check if you hold mortgage repayment insurance or income protection policies. In severe cases of long-term hardship, a temporary KiwiSaver withdrawal for financial hardship may be an option, though it should be considered a last resort.

Would you like help mapping out a temporary household budget to see what reduced payment amount you might need to propose to your bank?

Ask Gemini

Gemini is AI and can make mistakes.

Captured 11 October 2026

Google AI Mode · National

best bank mortgage help after income drop

If you experience a drop in income, major New Zealand retail banks have dedicated hardship and support teams designed to help you restructure your mortgage and ease immediate financial pressure.

Common Mortgage Relief Options Offered by NZ Banks

  • Temporary Interest-Only Periods: Switching your home loan from principal-and-interest to interest-only temporarily lowers your regular monthly outgoings.

  • Loan Term Extension: Extending your overall loan term (e.g., stretching a remaining term back out to 25 or 30 years) permanently reduces your required regular repayment amount.

  • Payment Deferrals / Pauses: In certain acute hardship cases, banks can pause or defer payments for a short, agreed-upon window, though interest will generally continue to accrue onto the balance.

  • Loan Restructuring: Combining or splitting portions of your lending to make payments more manageable.

Major New Zealand Bank Hardship Contacts

  • ASB Financial Hardship Assistance: Call 0800 27 27 35 (Option 3) or email financialassistance@asb.co.nz. [ASB Bank]

  • ANZ Financial Difficulty Support: Call the Home Loan hardship line at 0800 269 4663. [ANZ]

  • Westpac NZ Financial Hardship Support: Apply via Westpac One or call 0800 772 771. [Westpac]

  • BNZ Financial Hardship Application: Email bnzcare@bnz.co.nz or visit a branch. [BNZ]

  • Kiwibank Financial Hardship Assistance: Call their home loan support team at 0800 222 497. [Kiwibank]

Free External Guidance & Budgeting Support

If you need help organizing your budget or talking through your options before or during your bank application, you can utilize free New Zealand financial mentoring services:

  • MoneyTalks: Free, confidential financial mentoring and budgeting advice available across NZ.

  • Sorted: Independent financial tools and budgeting calculators.

If you'd like, let me know:

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

I can help outline the specific documents and steps your bank will likely require for a hardship application.

Ask anything

Captured 11 October 2026

AI Overviews · National

best bank mortgage help after income drop

AI Overview

In New Zealand, there is no single "best" bank for mortgage help, because all major lenders have strict legal obligations to assist you if your income drops. Under the Credit Contracts and Consumer Finance Act 2003 (CCCFA) , if you experience an unforeseen financial disruption (such as redundancy, hours cut, or illness), you have the right to request a formal hardship variation.

Instead of searching for a new bank, your best option is to contact your current lender immediately —ideally before you miss a single payment.

🛠️ Common Mortgage Relief Options Available

Depending on your circumstances, New Zealand banks will typically offer one of the following short-term structures to give you breathing room:

  • Interest-Only Payments: You temporarily stop paying the principal part of your mortgage and only cover the interest. This significantly lowers your weekly/monthly outgoings.

  • Loan Term Extension: The bank extends the total length of your mortgage (e.g., from 20 years to 25 years). This spreads out the debt and lowers your regular payment amount.

  • Repayment Deferral ("Mortgage Holiday"): You pause payments entirely for a short period (typically up to 90 days or 6 months). Warning: Interest continues to accumulate and is added back into your loan balance, meaning you will owe more over time.

  • Drop to Minimum Repayments: If you were voluntarily paying extra to clear your mortgage faster, you can instantly drop back to the absolute minimum required amount.

📞 Who to Contact (Direct NZ Bank Hardship Lines)

Do not go through the general customer service queue. Call your bank’s dedicated financial assistance team directly:

Bank Hardship Contact Number Additional Resource
ANZ 📞 0800 240 438 Apply online via ANZ Hardship Support.
ASB 📞 0800 272 735 Use the digital ASB Support Finder tool to check eligibility for government aid.
BNZ 📞 0800 375 007 Email your application directly to bnzcare@bnz.co.nz.
Westpac 📞 0800 772 771 Apply securely directly inside the Westpac One app.
Kiwibank 📞 0800 222 497 Visit the Kiwibank Managing Your Loan hub.

📋 What You Need to Prepare

When you contact them, they will ask for a Statement of Financial Position. Having these items ready will speed up your application:

  1. Proof of your income drop (e.g., a redundancy letter, updated employment contract, or medical certificate).

  2. A basic summary of your current living expenses (food, utilities, insurance).

  3. Details of any other debts (credit cards, personal loans).

💡 Alternative Free NZ Support Routes

If you want independent advice before speaking to your bank, reach out to MoneyTalks at 📞 0800 345 123. It is a free, confidential financial mentoring service funded by the government to help Kiwis map out budgets and negotiate with lenders.

To help point you in the right direction, could you share:

  • Is this income drop temporary (e.g., parental leave, injury) or permanent/unclear (e.g., redundancy)?

  • Have you already missed any payments , or are you trying to get ahead of it?

Ask anything

Captured 11 October 2026