Covid-19 FAQs

We wanted to keep you informed on how we are responding to Covid-19.

Hopefully your question will be answered below. But if not then give us a call on 0344 770 8032. We're experiencing high call volumes at the moment, so please bear with us while we do our best to help you and your clients during this challenging time.

What is happening with valuations?
Our key valuation partners have returned to conducting physical inspections of properties in England and Wales.

They have however implemented a number of protocols to ensure the safety of their valuers and the borrowers.

More about these protocols can be found here.
Is the mortgage payment holiday scheme affecting your lending?
Yes. As things stand today, a borrower may ask for, or require, a payment holiday immediately upon completion. We are seeing a very high take up of the mortgage payment holiday scheme. We are actively reviewing how we can address this situation on a case by case basis. (For more information on mortgage payment holidays for existing customers, please see below).
What are your current turnaround times?
Our service remains as effective as ever.
What about applications in the pipeline?
We have created a new product range that reflects recent changes in the market.

All cases that have yet to receive a mortgage offer are now being offered the option to switch to one of our new products, as the previously selected products are no longer valid in this market.

However, those cases yet to have a valuation are not able to progress until we can obtain a physical valuation.
What is your stance on payment holidays?
We offer payment holidays (up to three months, and down to zero pay) to customers (buy to let and residential) who have or anticipate having payment problems as a result of Covid-19. We do not require evidence but we will have a conversation with each customer to understand their circumstances and explore what the most appropriate solution is. Any payment holiday will not have a negative effect on the customer’s credit file. A zero-pay three month payment holiday may not be the most appropriate option.

If you call our internal BDM team on 0344 770 8032 and provide us with your customer's details, they will arrange for one of our Customer Service colleagues to call the customer. The details we would need are: the customer's account number, their name, property address and the best contact telephone number. Customers will typically be called within 72 hours of the request, but this can vary dependant on volumes as we are experiencing high call levels.

We do not intend to offer an online mortgage payment holiday facility, as we believe it is important to have a conversation with each customer.

We will keep you informed during these challenging times.
Does a payment holiday impact my client’s credit score?
A payment holiday will not impact your client’s credit score.
Can my clients just stop paying if they are affected by Covid-19?
No. Failure to pay will affect their credit file negatively. Your clients must talk to us to arrange a mortgage payment holiday.
How can my clients get in touch with you?
Your clients can find contact details and FAQs on our consumer website. In order to arrange a mortgage payment holiday, you must speak to us on 0344 770 8030.
What about your staff?
Our staff continue to work from home but the level of service will not be impacted.

You can contact us on 0344 770 8032 for any queries.
Can a payment holiday be taken on new mortgages?
You must have made the first full month payment on your mortgage before you can be eligible for a mortgage payment holiday.