How we're supporting customers affected by coronavirus

Our customers come first. We know that the situation around coronavirus (COVID-19) will be concerning for lots of you and 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.

We are here to help you, so please call us on 0800 980 6274, alternatively you can contact us via email, live chat or complete our contact form and we will call you back.


Our latest guidance for customers impacted by COVID-19 can be found below:

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?

 If you have been impacted financially by Coronavirus and you think you might struggle to make your monthly payments, we will be happy to help by offering a payment holiday for an initial period of up to three months.

However, if you can still afford to repay your mortgage payments, it is in your interests to do so as interest will still be applied during any payment holiday period and you will need to pay back more later.  Your monthly payments after the payment holiday may be higher or your mortgage may take longer to repay.

Initial payment holidays:

  • Please be aware that a request for an initial payment holiday must be made on or before 31 March 2021,
  • The maximum period of an initial payment holiday is three months.
  • An initial COVID-19 payment holiday cannot extend beyond 31 July 2021.

Subsequent payment holidays:

  • We may approve a subsequent payment holiday of up to three months providing the request is made on or before 31 March 2021 and that the subsequent payment holiday does not extend beyond 31 July 2021.
  • The total payment holiday cannot exceed six months.
  • Subsequent payment holidays must run consecutively with the initial payment holiday, for example. Where an initial payment holiday for the months of February, March & April has been approved and an extension is required, the subsequent payment holiday must run for the months of May, June & July.


How do I contact you?

Please contact us via one of the following methods:


Will I be eligible for a payment holiday?

If your income has been impacted by COVID-19, then yes, you will be eligible for a payment holiday.


What is a payment holiday and how does it work?

A payment holiday is when you take a break from paying your monthly payment for a set period of time, and those payments are deferred, and paid back at a later date.

For the duration of the payment holiday interest will continue to accrue. At the end of the payment holiday we will contact you to discuss what options are available to help you pay back the payments. We want to ensure your mortgage payments are affordable and that you can sustain these payments over the remaining mortgage term.


How can I apply for a payment holiday?

We need to speak to you in order to set up a payment holiday so please call us on 0800 980 6274 as soon as you’re able. If your next payment is due in the next 7 days, your payment holiday may not start until the following month. Please do not cancel your Direct Debit, we will stop calling for the Direct Debit once the payment holiday is agreed.


Will taking a payment holiday affect my credit rating?

No, if a payment holiday is agreed by us, it will not affect your credit rating although lenders may take into account other information when making future lending decisions such as information provided by you or bank account information.


What happens if I am already in arrears?

If you are already in arrears we need to speak to you to understand your individual circumstances to ensure we can offer the most appropriate help. Please call us on 0800 980 6274.


What happens at the end of the payment holiday?

Towards the end of your payment holiday we will contact you to discuss your current circumstances and how you can arrange to pay back the deferred payments. If your income is still affected by COVID-19, we can discuss an extension to your existing payment holiday, subject to that being a maximum period of 6 months.

We will let you know what options are available to you, these include:

  • Recalculating your monthly payment to ensure the deferred payments are paid before your mortgage ends, or over a shorter period if that is what you would prefer;
  • Making a lump sum payment to get your mortgage back on track;
  • Pushing out the end date of your mortgage.

If you have already taken the maximum 6 months’ payment holiday but are still experiencing financial issues due to COVID-19, we want to ensure that you receive as much support as possible; we know that this will be an uncertain time for 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.

Example of how your payments could change

If you chose to pay back a 6 month payment holiday over the full term of your mortgage, we have calculated an example to help you understand the potential impact to your monthly payments. Please be aware that this is an example payment increase per month and is based on calculations for an account which has never been in arrears.


Mortgage balance


Mortgage term

10 years

Interest rate

10% pa

Monthly payment before


Monthly payment after


Increase to your monthly payment



Helpful links regarding mortgage payment holidays

Money Advice Service - www.moneyadviceservice.org.uk/en/articles/mortgage-payment-holidays

FCA - www.fca.org.uk/consumers/mortgages-coronavirus-consumers


Helpful links if you are experiencing financial difficulties

Money Advice Service Money Navigator Tool

Visit the Stepchange.org Website