Supporting members affected by coronavirus

Updated at 4.30pm on Friday 18th September 2020

Mortgage support

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Contact Centre

We’re currently available:

Monday to Friday 8am - 6pm and Saturday 9am – 5pm on 03450 50 50 75

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Mortgage support

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To help members experiencing financial difficulty due to coronavirus, we’ve made some changes

  • Mortgage Payment Holidays are still available to apply for until the end of October if you’re having difficulty paying your mortgage due to coronavirus. They’re available to mortgage customers, and buy-to-let landlords whose tenants are affected. These temporary breaks will increase the amount of interest you’ll pay over your mortgage term. You can help reduce this by making full, or part payments during the holiday if your financial situation changes. Find out about mortgage payment holidays here.
  • If you’ve already had a mortgage payment holiday and this is coming to an end, you’ll receive a letter from us explaining next steps. If you’re considering your options, including extending your mortgage payment holiday, and if this would be right for you, you’ll find more information on our dedicated page.
  • We’ve waived any arrears fees till the end of October.
  • We won’t seek possession of any properties till the end of October.
  • We’ve re-introduced physical property valuations in England, alongside the alternative valuation methods, so we can continue, even more so, to keep things moving for you.
  • If you’re looking to move house in the near future, and you've exchanged contracts, you can ask for a mortgage offer extension of three months, making your offer valid for nine months. If you’re offer is due to expire within the next month please call your mortgage broker or our Lending Service Desk on 03458 48 00 61.

Savings support

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Accessing your savings branch

The majority of our branches are open providing important access to financial services. Even as lockdown eases we’re continuing our dedication to keep you and our branch colleagues safe, so please consider if your visit is urgent. A branch may still need to close at short notice, so please check our branch update page before you travel.

Our branch teams have been busy helping members remotely where they can, so why not give them a call to see how they could help, before you pop in? We’ve also just launched a savings comparison tool which helps you compare all our accounts so you can choose the best one for you, from the safety of your own home.

Branch hours

Our current opening hours are 10am – 4.30pm Monday to Friday, closed Saturday. We’re prioritising the vulnerable between 10.30am-11.30am and 2.30pm-3.30pm

Essential branch transactions

For your own safety, we suggest you limit visits to essential transactions such as;

  • Cash withdrawals
  • Cash or cheque deposits
  • Registering a death or Power of Attorney
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Online accounts

Depending on the type of account you have, there are a few ways you can access your savings from home;

  • With an internet-only account you can move funds to your nominated account online.
  • If you’re registered for online access, or have a branch or postal account, you can request a withdrawal by faster payment by calling our Contact Centre on 0345 50 50 75

Bereavement support

If you need help registering a death visit our dedicated bereavement support page.

Stay safe from coronavirus scams

Challenging times provide new opportunities for fraudsters so please be extra vigilant. Take a look at our guide to keeping yourself safe.

Stay up to date with important changes

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