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.