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Coronavirus (COVID-19)

Supporting you through the coronavirus pandemic

As the coronavirus continues to affect us all, you may be worried about the impact on your finances.

We’re here for you if you have concerns about your money or any accounts you hold with us and our aim is to find solutions that suit your individual needs and circumstances.

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. We work hard to keep your money safe, so this includes us helping you to be fraud aware.

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, trying to sell you good and services, including those claiming to be from your bank or building society. Criminals are very good at impersonating people and organisations.

A few basic rules to remember are:

  • We will never ask you for your full PIN or password;
  • We will never ask you to move money from your accounts;
  • Never click on links or download attachments as fraudsters might infect your device with malware, or enter personal details for anyone or any website you don’t trust;
  • Never feel pressured into sending money to someone, or deal with someone you don’t know or are unsure about;

If it seems too good to be true, you are unsure, or feel uncomfortable, say no. Taking the time to stop and think, or refuse a request will not be a problem with something that is genuine.

 

Mortgage payment holidays (also known as payment deferrals) and what happens next

 

Understanding mortgage payment holidays (also known as payment deferrals)


The deadline to apply for a new payment holiday has now passed. You can extend an existing payment holiday until the 31st July 2021 as long as your request does not go over the six month limit and there are no breaks in the payment holiday.

If you are eligible to extend your current mortgage payment holiday (deferral)

If you are currently on a mortgage payment holiday and want to apply for another, you will have to wait until you have come to the end of your existing payment holiday and have received a letter from us outlining the impact it has had on your mortgage.

Once you’ve received your letter you can apply for a further payment holiday by calling us.

If you can afford to re-start your mortgage payments it’s in your best interests to do so.

You have already had a total of six months of mortgage payment holidays (deferral)

If you’ve already taken a total of six months payment holidays, we will not be able to offer you another one.

If you’re still worried about meeting your future mortgage payments please call us on the number below as soon as possible, to talk through your options.

Existing residential customers

The number you'll need to call us on is:
0345 1200 872.
Lines are open Monday-Friday 9am-5pm and Saturday 9am-1pm.

Buy to Let customers only

The number you'll need to call us on is:
0345 848 0225 (Buy to Let customers only).
Lines are open Monday-Friday 9am-5pm and Saturday 9am-1pm.

 

Coronavirus FAQs

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?

You can find the latest advice from the NHS here and advice from the World Health Organisation (WHO) here.

 

Mortgage payment holiday (deferral) FAQs

My mortgage payment holiday (deferral) is ending soon, what should I do?

If you have taken a mortgage payment holiday (deferral), you will receive a letter in the post from us which will outline all the options available to you.

These letters are being issued a month before the payment holiday is due to end, but allowing for any postal delays, we would expect the letter to arrive 15 days before your next payment is due. To ensure our contact centres can support those customers who need it most, you do not need to contact us unless you have not received a letter and your payment holiday is due to end within the next two weeks.

The letter will confirm:

  • Your mortgage payment holiday end date
  • Your new monthly payment and how it has been calculated
  • Your projected mortgage balance at the end of the payment holiday

It will also outline what next steps you can take, including what to do if your employment status has changed, if you think you might have difficulty making your next payment or if you feel a payment holiday wasn’t the best option for you and you would like to pay back the missed payments by a different means.

Throughout the letter, contact numbers are listed to ensure you can speak to the right department to discuss your chosen next steps.

If you can afford to re-start your mortgage payments it’s in your best interests to do so.

When you have come to the end of your existing payment holiday and received this letter you’ll be able to apply for a further payment holiday up to three months online if you still cannot afford your monthly payments.

What happens about the payments I missed during the mortgage payment holiday (deferral)?

You will still owe the money where a payment holiday was 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.

 

In progress mortgage applications

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 need it, we can 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.

If you think your offer will need to be extended, please speak to your broker in the first instance.

What is the current Land Registry situation and what does it mean for my mortgage application?

England and Wales

The Land Registry is open but experiencing delays in completing any changes to the register. In most cases, this will not impact the time it takes the mortgage to complete. On a very small number of cases, something may need to be updated on the register prior to completion which results in completion being delayed.

Scotland

The Land Registry in Scotland remains closed, however alternative measures have been put in place to allow solicitors to submit registration applications electronically. In most cases, there will be no impact on the time it takes the mortgage to complete. On a very small number of cases something may need to be updated on the register prior to completion which results in completion being delayed due to slower turnaround times at the Land Registry.

Northern Ireland

The Land Registry is open but experiencing delays in completing any changes to the register. In most cases, this will not impact the time it takes the mortgage to complete. On a very small number of cases, something may need to be updated on the register prior to completion which results in completion being delayed.

Do you accept Local Authority Search Indemnity Insurance?

Yes, our underwriters continue to accept Local Authority Search Indemnity Insurance. Whilst Local Authority searches are an essential part of the home buying process, these can sometimes be delayed. If, after discussing your situation with your conveyancing solicitor, you decide to take out this type of insurance, we will accept it* to enable us to proceed with your mortgage application.

* subject to the provisions laid out in the UK Finance Lenders handbook which your conveyancing solicitor will confirm.

 

 

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