nostr:npub1jc0sh3wdfut8hmnmqy8l4smqhnq0y32mn5536mdn9wtsac5geynslnsldg is your neighbour more than 12 monthly payments in arrears? If not then the lender is probably in breach of govt mortgage charter.
Also try stepchange for 3rd pty advice.
Discussion
nostr:npub1zsflxq52k5pf7dz6l2v5vzmz7avq3hj83e56fd4hccqyvrkmqfvqjgsfjy it's more complex than that, sadly.
Hence her needing someone to talk to who can help unpick it.