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 be assured that we will help all our customers impacted by COVID-19. Whether you’re an existing customer who needs a payment break or you’ve had a mortgage Offer from us and want to request an extension, we’ve pulled together a list of our most frequently asked questions below to help you. 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

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.

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.

You can apply until 31st October 2020 for a payment break. Please complete a payment break form. We’ll then be in touch once we’ve dealt with your request. If you need immediate financial support, please call us on 0800 169 9722.

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.