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.


We’re committed to supporting you when you need us most. If you’re worried about making your mortgage payments due to COVID-19 we can help you.

We can offer payment breaks (deferrals) of up to 3 months at a time, and up to a total of 6 months. If you still need our help after this, we can suggest other options based on your individual needs.

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.

Mortgage FAQs

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Our FAQs will help you decide what to do next.

Payment break form

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If this is your first time applying for a payment break (deferral) due to COVID-19 please complete this form. You can apply for an initial break of up to 3 months. At the end of your payment break you’ll still have to repay the amount you defer during your payment break, and interest will continue to accrue on it.

Payment break end form

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We’ll write to you before the end of your payment break explaining what happens next. Once you receive your letter, use this form if you're worried you won't be able to restart your payments.

Payment break extension form

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If your initial payment break is coming to an end but you still need our help, a further payment break (deferral) of up to 3 months could suit you. If you haven’t deferred your payments for a total of 6 months, but have already extended your payment break once, please call us on 0800 169 9722*.

Financial statement

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If you’ve deferred your payments for 6 months, but don’t think you’ll be able to resume your mortgage payments because of COVID-19, we can still support you. Please complete our Income & Expenditure form to help us understand what options would suit you best.

*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.