How we're supporting customers affected by Coronavirus

Our customers come first. Even though some restrictions are now beginning to be lifted, we know that the situation around Coronavirus (COVID-19) will be concerning for lots of you and still causing disruption to your daily lives and finances. We are here to help and support you through these challenging times.

The sooner you contact us, the quicker we can help you.  We have a full range of options available to support our customers who are experiencing financial difficulty.

How do I contact you?

Please contact us via one of the following methods where one of our friendly team will be on hand to help:

Some frequently asked questions along with our latest guidance for customers impacted by COVID-19 can be found below:

Q: I am worried that I might not be able to make my mortgage payments as I am unable to work or my income has been affected, can you help me?

A: If you have been impacted financially by Coronavirus and you think you might struggle to make your monthly payments we may be able to help you by offering a range of options.

If you have already taken the maximum 6 months’ payment deferral but are still experiencing financial issues due to COVID-19, we want to ensure that you receive as much support as possible; we know that this will be an uncertain time for you and we’ll do as much as we can to help you.  We may, subject to your individual circumstances, be able to do one or more of the following:

It is important that you contact us to discuss your current circumstances in order for us to tailor the appropriate help for you and we may ask you to complete an up to date income and expenditure form to help us decide which option is best for you.  If you’ve already completed one with another lender, we will be happy to use a copy of that one.

Payment deferrals

Although the payment deferral scheme has now ended for new applications, we may be able to offer an extension to an existing payment deferral that you already have in place, subject to certain conditions:

Q: What is a payment deferral and how does it work?

A: A payment deferral 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 deferral interest will continue to accrue. At the end of the payment deferral 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.

Q: How can I apply for a payment deferral extension?

A: We need to speak to you in order to set up an extension to your existing payment deferral so please call us on 0800 032 3737 as soon as you’re able. If your next payment is due in the next 7 days, your payment deferral 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 deferral is agreed.

Q: Will taking a payment deferral affect my credit rating?

A: No, if a payment deferral extension is agreed by us, it will not affect your credit rating although lenders may take into account other information when making future lending decisions such as information provided by you or bank account information.

Q: What happens if I am already in arrears?

A: 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 032 3737.

Q: What happens at the end of the payment deferral?

A: Towards the end of your payment deferral we will contact you to discuss your current circumstances and how you can arrange to pay back the deferred payments. If your income is still affected by COVID-19, we can discuss the options we have available to try and help.

We will let you know what options are available to you with regards to the payment deferral; these include:

Example of how your payments could change after the end of your payment deferral.

If you choose to pay back a 6 month payment deferral over the full term of your mortgage, 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

8.99% pa

 Monthly payment before


 Monthly payment after


 Increase to your monthly payment


If your payment deferral has already ended and you chose to extend your mortgage term and pay the deferred payments at the end of your term, this is likely to be the most expensive option; if your circumstances have now improved and you would like to change how you pay back the deferred payments and interest, please contact us and we will be happy to discuss this with you in more detail.

Helpful links regarding mortgage payment deferrals

Money Advice Service - Advice about mortgage payment deferrals

FCA - Mortgages and coronavirus information for consumers

Helpful links if you are experiencing financial difficulties

Money Advice Service - Money Navigator tool

Visit the Stepchange website