Meet Maya: securing a mortgage with poor credit

Meet Maya

Maya is a 38-year-old Senior HR Business Manager from Birmingham and a single mum to Ruby, who was two years old when Maya started planning her move.

For years, Maya balanced a demanding job with caring responsibilities. Over time, that pressure contributed to credit card debts and defaults. Even with a professional salary of over £40,000, Maya found herself paying high rent while also trying to clear what she owed.

The turning point came when Maya was gifted £100,000 by her sister and brother-in-law. With that support, she could finally consider homeownership in a realistic way.

The challenge: rejected by her bank

Maya had already found a house she loved for £230,000. With a deposit of over 40%, she was in a strong position on paper.

However, when she approached her long-standing bank, the application was rejected. The decision was driven by her credit file—specifically, her low credit score and the history of defaults.

The outcome was more than financial. Maya described feeling humiliated and stuck, because the message she received was essentially to wait until her credit file improved, even though she was ready to move.

Why the deposit wasn’t the whole story

Maya’s experience reflects a common misconception: that a larger deposit automatically removes credit concerns.

In practice, lenders assess affordability and risk using a range of factors, and credit history can still be a deciding element—particularly where there are defaults or adverse marks.

Maya’s goal was clear: use the money she’d been given to reduce the pressure of renting and create stability for her and Ruby. She needed to explore mortgage options that could consider her situation more fairly.

How a broker helped

Rather than submitting another application in the hope of a different outcome, Maya worked with a mortgage broker who specialises in complex cases.

The broker’s role was to:

• Review Maya’s full circumstances, not just the headline figures
• Understand how her credit history might be viewed by different lenders
• Help her explore suitable mortgage routes based on how specialist lenders assess risk

With the right approach, Maya was able to move forward with a lender that was willing to consider her application.

The outcome

Maya’s mortgage was supported by a specialist lender, and she was able to progress to the point where she could plan her move.

For Maya, the result wasn’t only about getting a mortgage—it was about changing her day-to-day life. Instead of continuing to pay rent and waiting for her credit file to improve, she could look forward to building a home and a future with her daughter.

What Maya said

Maya highlighted that, despite having a professional career and a good income, her prior credit issues had left a significant impact on her file—one that her bank and other lenders wouldn’t overlook.

She also described the experience as life-changing, explaining that the broker and the mortgage journey helped her feel treated fairly and given a genuine opportunity to move forward.

Key takeaways from Maya’s story

• Credit history can be a barrier even with a strong deposit
• Specialist lenders may assess risk differently
• A broker can help you explore the right options rather than repeating applications that are unlikely to succeed

Related customer stories

If you’re interested in how other home buyers navigated complex situations, you may find it helpful to explore more stories from the home-buyers case studies collection.