How we're supporting customers affected by coronavirus

Our customers come first. Even though most restrictions have now been lifted, we know that the situation around Coronavirus (COVID-19) will be concerning for lots of you and still causing disruption to your daily lives and finances. We are here to help and support you through these challenging times.

The sooner you contact us, the quicker we can help you.  We have a full range of options available to support our customers who are experiencing financial difficulty.

How do I contact you?

Please contact us via one of the following methods where one of our friendly team will be on hand to help:

  • •    Phone our Customer Support team on Freephone 0800 980 6274
  • •    Email:
  • •    Live chat – just visit our website to talk to us
  • •    Complete the contact form on our website at our contact us page
  • •    Send us a SMS to 07860 017621

Some frequently asked questions along with our latest guidance for customers impacted by COVID-19 can be found below:

Q: I am worried that I might not be able to make my mortgage payments as I am unable to work or my income has been affected, can you help me?

A: If you have been impacted financially by Coronavirus and you think you might struggle to make your monthly payments we may be able to help you by offering a range of options.

Although the COVID-19 payment deferral scheme has now ended, we want to ensure that you receive as much support as possible; we know that this might continue to be an uncertain time for you and we’ll do as much as we can to help you.  We may, subject to your individual circumstances, be able to do one or more of the following:

  • •    Extend the term of your mortgage;
  • •    Allow a period of reduced, or no payments (please note that this would mean your arrears would increase);
  • •    Switch your mortgage to Interest Only for a short period of time;
  • •    Reduce the amount of interest applied to any arrears you may accrue.

It is important that you contact us to discuss your current circumstances in order for us to tailor the appropriate help for you and we may ask you to complete an up to date income and expenditure form to help us decide which option is best for you.  If you’ve already completed one with another lender, we will be happy to use a copy of that one.  Alternatively you can complete a new one via our website at our budget planner.

Helpful links if you are experiencing financial difficulties

Money Helper - Advice when experiencing financial difficulties

Visit the Stepchange website

Or please visit the Payment Difficulties  section of our website for contact details of other organisations that could help.