Supporting members affected by coronavirus

Updated on Tuesday 19th January 2021

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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Helping members in financial difficulty

There are a number of ways we’re able to support members who are experiencing difficulties with mortgage payments because of coronavirus.

Mortgage Payment Holidays

If you’re having difficulty paying your mortgage due to coronavirus, a mortgage payment holiday could help.

  • Available to mortgage customers and buy-to-let landlords whose tenants are affected
  • Mortgage payment holidays provide a temporary break from monthly mortgage payments
  • They will, however, increase the amount of interest due over your mortgage term
  • If you’re able to, you can reduce this with full or part payments during your mortgage payment holiday

To find out more, take a look at our mortgage payment holiday page.

If you already have a mortgage payment holiday and it’s coming to an end, you’ll receive a letter from us explaining what the next steps are. You can find more information on our mortgage payment holiday help page.

What other options are available?

Our worried about your finances page has lots of supportive information for you. You’ll find everything from handy budget planners to tips on managing your finances. Plus if you’re worried about making your mortgage payments, there are useful sources of independent advice and information on how we can help.

We’ve also put in place some special measures to provide extra support during challenging times.

  • We won’t charge any arrears fees until the end of April 2021.
  • We’ve re-introduced physical property valuations in England, alongside the alternative valuation methods. This means we can continue to keep things moving for you.
  • If you’re looking to move house and already exchanged contracts, you can ask for a mortgage offer extension of three months. This will make your offer valid for nine months. If your 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 in branch

The majority of our branches are open to provide ongoing service to our members. To help us keep you and our branch colleagues safe, please think about whether your visit is really necessary. As a branch may need to close at short notice, make sure to 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 10.00am – 3.00pm Monday to Friday, closed Saturday and Sunday.

We’re prioritising the vulnerable between 10.30am-11.30am each day.

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 03450 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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