Getting in touch
Lots of customers are trying to call us for help with financial problems caused by coronavirus. We’re really sorry if this means you’re waiting longer than normal to speak to us. We understand this is frustrating for you. We want to prioritise customers who can’t make their next mortgage payment. So, if you’re not in immediate financial difficulties, but worried you may be in the future, please use our website to find the information you need. You can apply online for a mortgage payment holiday by clicking here.
As the coronavirus is having an impact across the UK, you may be feeling worried about how this will effect on your finances.
We want to reassure you we’re here for you if you’ve any concerns about your mortgage. The welfare and safety of both our customers and colleagues is the most important thing to us and we’ll continue to make sure you’re supported.
If you’ve been affected by coronavirus
If you’ve been financially impacted by coronavirus we can help you in a number of different ways. Our aim is to try to find solutions that suit your individual circumstances. This includes mortgage payment holidays.
We’re working hard to maintain the best service we can for you and we’re constantly keeping this page updated with the latest information.
Our telephone lines are exceptionally busy at the moment. This means those who need us right now - the most financially vulnerable – are struggling to get through. Normally we’d ask more of our teams to help, but in these unprecedented times, our colleagues are facing the same challenges that we all are. So, before calling us:
- Ask yourself: Do I need to speak to Accord today?
- Consider: Can I do this through Accord online services?
- Review: Is the answer already on this website?
Manage your Mortgage Account online
You can manage your account using our online services. All you need to do, if you haven’t already, is register. It only takes a few minutes and you can do this by clicking here.
There are a number of things you can do online to manage your mortgage account with us:
- Access your mortgage balance
- View your statements and search transactions
- Manage and move money in and out of your Offset account - please note that withdrawals from your Offset savings account may affect your monthly mortgage payments as the amount offset against your mortgage balance will decrease.
- Update your personal details
- Request a redemption statement
- You can also send us a secure message
If you have an Accord Offset savings account, you can:
- Make faster payments
- Set up a standing order
- Deposit funds via debit card online
- Transfer funds between accounts
- Close your account - please note that at least one Offset account must remain open
Staying alert to fraud
Unfortunately, fraudsters may try to take advantage of you and the current situation. It’s really important you’re aware of anything potentially suspicious, such as messages about coronavirus, including those claiming to be from your bank or building society. Remember, we’ll never ask you for your full PIN or password or ask you to move money from your accounts. Please stop and think before taking any action. If it’s too good to be true, or you feel uncomfortable with any request, you should say no.
Update on our new lending policies
Following the government’s announcement on restricting physical property valuations to enable social distancing and help prevent the spread of coronavirus, our valuers are currently unable to visit properties and carry out physical inspections.
We have updated our valuation policy to reflect this and made the following changes:
We’ll only be able to offer new mortgages on the following:
- If you’re purchasing a new property the maximum loan-to-value (LTV) can only be 75% or less
- If you’re re-mortgaging your property the maximum LTV can only be 85% or less
Due to the inability to carry out physical valuations, for the time being we’ll be unable to accept applications for:
- New build
- Properties in Northern Ireland
- Non-standard methods of construction
- Properties valued at more than £1 million
I’m worried about the impact of Coronavirus on my finances. What support are you able to offer?
We’re committed to supporting our customers who may be affected by Coronavirus. If you have been impacted by Coronavirus, we’ll try and support you in whatever way we can. You can get in touch with us here.
If anything changes, will you let me know?
We’ll let you know on our website, social media or via email if we hold a valid email address for you. If we change the hours our phone lines are open we’ll let you know on the website too.
Where can I find the latest medical information about coronavirus?
If you’re concerned about meeting your next month’s payment
Do you have a payment holiday policy in place for borrowers who cannot make their mortgage payments due to Coronavirus?
If you are worried about meeting your mortgage payments, we can offer a variety of solutions, including payment holidays. If you wish to request a payment holiday you can do that online here. You don’t need to provide any documentation; you will just need to self-certify that your income has been either directly or indirectly impacted by COVID-19.
Due to extremely high call volumes we are only able to speak to customers in the most vulnerable situations, and who cannot make their next mortgage payment. If your payment is not due within the next 7 days or you are able to make your next mortgage payment, please allow those who need emergency help to receive it. Please call us again when you are facing immediate difficulty.
Do you have a defined policy on payment holidays or is each instance dealt with on a case by case basis?
All cases will be reviewed on a case by case basis to ensure we can offer the most appropriate support for your situation.
How long can payment holidays last for?
The option of a payment holiday for up to three months is available for residential customers and buy-to-let landlords who have tenants and are experiencing issues with their finances, as either a direct or indirect result of coronavirus. Customers and landlords must be up-to-date with their payments to be considered for a payment holiday. In addition there will be a three month moratorium on residential and buy-to-let possession action due to start from 19 March 2020 helping provide customers with reassurance that they will not have their homes repossessed at this difficult time.
What evidence will be required to qualify for a coronavirus payment holiday?
You don’t need to provide any documentation; you will just need to self-certify that your income has been either directly or indirectly impacted by COVID-19. If you are a Buy-to-Let landlord, you will need to self-certify that your tenant’s income has been impacted by COVID-19. Landlords are expected to pass on this relief to their tenants to ensure that they are supported during this time.
I requested a payment holiday but I’ve not heard anything yet, what should I do?
As you might imagine, we’ve had quite a large number of requests for a mortgage payment holiday. We're currently prioritising these requests by mortgage payment due date. You'll receive confirmation that we have processed your request as soon as possible but please bear in mind if your due date is not for a few weeks it may take longer than 7 working days.
How quickly can a decision typically be reached?
We are doing our best to support all customers during these unprecedented times. However, the spread of COVID-19 is likely to have an impact on staff levels and applications will be dealt with as quickly as possible. At this time, please only contact us if you have concerns about immediate payment. This ensures we can help those who are in most need.
Once the payments are rolled onto the main balance, will the term be automatically extended or the monthly payments increased?
Customers will still owe the money where a payment holiday has been granted and interest will still accrue, so if you are able to make part of your normal mortgage payment to reduce the money you owe or your interest charges then you should consider doing so. At the end of the payment holiday we will recalculate your monthly payment based on your outstanding mortgage balance and remaining term. It is very likely your payments will increase particularly if you have a shorter term left on your mortgage. The payments will be recalculated on a repayment basis and we will contact you to let you know what your new payment is.
How will the non-payment be recorded with credit reference agencies?
In line with all UK lenders, we will make every effort to ensure that the payment holiday does not negatively impact on your credit file.
How can we get in touch?
As the situation is changing very quickly, please check the website in the first instance for the latest updates and if you need to get in touch for urgent support, please call 0800 138 2401 (Residential) and 0345 848 0225 (BTL). As we are experiencing a larger than normal volume of calls, we ask that you only contact us if you have concerns about immediate payment to ensure we can help those who are in most need.
In progress mortgage applications
How will I get my new property valued during the Coronavirus (COVID-19) outbreak?
The Government has put in place a number of restrictions to control the spread of COVID-19, which affects all mortgage lenders. If you are in the process of submitting an application, please be aware of the following:
Whilst social distancing measures remain in place, it won’t be possible for valuers to physically inspect properties. Therefore to ensure we can support as many customers as possible, we are using alternative valuation methods such as desktop valuations and an automated valuation model (AVM). This means we will continue to lend on the following:
- Residential purchases, where the maximum loan-to-value (LTV) is 75% or below
- Residential re-mortgages, where the maximum LTV is 85% or below
- Buy-to-let re-mortgages, where the maximum LTV is 65% or below
Unfortunately, for the time being, we will be unable to lend on the following properties:
- New build
- Properties in Northern Ireland
- Non-standard methods of construction
- Properties valued at more than £1m
What happens to my existing application?
We will look to apply the above rules to our pipeline cases to progress as many of these as possible. Pipeline cases where we cannot use desktop valuations or AVMs will remain in the pipeline until a physical valuation can be carried out.
We will be in contact with you shortly to confirm whether we can proceed with your application.
I’ve exchanged contracts, but have been told my move will be delayed. Will my mortgage offer run out?
Given the current social distancing measures, we understand many house moves will need to be delayed.
We want to support you at what’s a very anxious and uncertain time. So, if you’ve exchanged contracts, well extend your mortgage offer for up to three months.
If your circumstances change during this three month period or the terms of the house purchase change significantly, we’ll need to review the offer, to make sure it’s still right for you.
We’re working through the most urgent cases to ensure extensions are provided where needed. We’ll be in touch as your expiry date approaches.
We realise the current restrictions will have an impact on the speed of your mortgage application. That’s why we’re working hard to find other solutions.
We’ll keep you updated on here. You can also keep in touch with your broker.
What do the Land Registration changes mean to my mortgage application?
England and Wales
There is currently no impact on cases in England and Wales.
The Land Registry of Scotland is closed but we will process your application as far as we can. If the solicitor has lodged an ‘Advance Notice’ with the Land Registry prior to its closing, the mortgage can complete as normal. If an ‘Advance Notice’ wasn’t lodged before the Land Registry closed, then completion will be delayed until such time that the Land Registry re-opens or puts in place alternative measures.
The Northern Ireland Land Registry is closed. We are working with the Law Society of Northern Ireland to understand what alternative options are available but unfortunately, at the moment, we are unable to complete on any cases. We will however continue to process your application as far as we can.