Brendan thank you for your reply.
I contacted Start on friday. For anyone wondering what it is like to deal with them, I would describe them as efficient! They confirmed that I called them, that it was the first contact I had made with them. Gave me details of two offices that would deal with my account. Adviced that each account would have a dedicated case officer. Asked some questions such as how much I am paying, who is living in the home. Advised that if they called to ensure to return the call. Communication etc. I found them very different to deal with than PTSB.
With regard to the restructure, I explained that PTSB had advised they would be sending docs after 5th payment. They explained that the case officer would look into this for me. I told them I would call them by Friday if I didn't hear from them.
With regard to the docs that PTSB had already sent, as far as I recall, stated in a small paragraph if the trial restructure was adhered to we would be issued with a permanent restructure agreement. I will need to double check this.