Support for customers impacted by COVID-19

Customers should contact us if they need assistance but we have already put the following arrangements in place.


Please read these carefully before completing the relevant form. If you need to call us, please be aware we’re experiencing higher call volumes than normal, so it may take a while to get to you.

Mortgage payment breaks

Please complete a form and we’ll be in touch once we’ve dealt with your request.

You might want to consider making partial payments during your payment break if you can afford to. This will reduce the overall amount you defer, so will cost less than taking a full payment break.

At the end of your payment break you’ll still have to repay your deferred amount and interest will continue to accrue on it. We’ll write to you before the end of your payment break confirming your options.

If you’re unable to resume your payments after your payment break extension we can still support you. Please complete and send us an income and expenditure form. If you need immediate financial support, please call us on 0800 169 9722*. It’s important you keep in touch with us, as fees may be applied to your account if we don’t hear from you and payments aren’t made. Please see our Mortgage FAQs for more information.

Mortgage Offer extension requests

If your completion date is after the expiry date of your current mortgage Offer, we may consider an extension on the same terms, if it‘s in your best interests to do so. To apply, please complete an extension form. We‘ll be in touch as soon as we’ve processed your request. However, if your Offer is due to expire within the next 7 days, please call us on 0800 0113366*.

*Calls are recorded for training and monitoring purposes. Lines are open 9am– 5pm Monday to Friday. 03 calls cost no more than calls to geographic numbers (01 or 02). Calls from landlines and mobiles are included in free call packages.