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, can you help me?

On the 17th March 2020, the Government announced additional measures to support people who may be impacted by Coronavirus. One of these measures was to offer a payment holiday of up to 3 months on mortgage payments.

If you have been impacted financially by Coronavirus and you think you might struggle to make your monthly payments, we can help by offering a payment holiday.


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 ASAP. 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.


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 you have taken a 1 or 2 month payment holiday an extension of the payment holiday up to a maximum of 3 months can be discussed.

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


Example of how your payments could change

If you chose to pay back a 3 month payment holiday over the full term of your loan, 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 to more information 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