Supporting mortgage customers

Our Society was founded on the principal of helping people put a roof over their head and we remain committed to supporting mortgage customers throughout the pandemic and beyond.

If you’re struggling with mortgage payments

As of 1st April 2021 we will no longer be processing new applications for payment deferrals.

You can extend an existing payment deferral up until 31st July 2021. This is as long as:

  • it doesn’t go over the six month holiday limit
  • there are no gaps in the support.

To extend an existing payment deferral please call our payment support team on 0344 481 0030 who are available Monday - Friday 9.00am - 5.00pm.

If you have been financially impacted by coronavirus and are no longer able to apply for a new or extended payment deferral then we may still have several options available to you. You can call our payment support team on 0344 481 0030 who are available Monday - Friday 9.00am - 5.00pm or email and one of our advisers will get back to you.

Where a mortgage is in joint names

If you hold a mortgage with one or more other people we ask the requesting borrower to confirm that, in requesting a payment deferral, they are acting on behalf of all borrowers on the mortgage. We are not required to check this and will take this declaration in good faith. If any of the parties on the mortgage later disputes their authority to put a payment deferral in place we will ask them to commit to making the missed mortgage payments to avoid any adverse effect on the credit files of all the parties on the mortgage. If the disputing party cannot, or will not, commit to maintaining the mortgage payments the concession will remain in place to avoid any detriment to the other party.

If you’re already deferring payments/taking a 'payment holiday’

We will contact you before your next mortgage payment is due to let you know what options are available to repay the payments you have missed.

If you have already deferred your mortgage payments for the maximum period of six months we may be able to offer support in other ways if you are still affected by coronavirus.

What are other options to help me?

  • If you are in credit with your mortgage, you may be able to reduce your payments for a period 
  • You may be able to change the way you make your payments or the date you pay 
  • We may agree to accept reduced payments for a short period of time.
  • You may be able to switch to a different product
  • You could look to increase the term of your mortgage to reduce your monthly repayment amount.

If you are experiencing wider financial difficulties due to coronavirus, there is a multitude of resources and support available through The Money Advice Service.

Key information on payment deferrals

Although we are not asking you to make any payments during the agreed period, you will still owe this amount. The deferred payment amounts will be included in the total mortgage balance and interest will continue to be charged, which means that your mortgage balance will increase. 

During the deferral period, no arrears charges will be added to your account and we will ensure that your credit file is not adversely affected by deferring these payments. 

  • If you have a Direct Debit in place, we will not collect any payments during the deferral period so please do not cancel your Direct Debit.
  • If you pay by standing order you will need to stop this yourself by contacting your bank.
Ensure you have read this information fully and that you keep a copy for future reference (download copy). 

You can resume mortgage payments, either partially or in full, at any time during the payment deferral to limit the impact on your mortgage balance and payments in the future please let us know by calling our payment support team on 0344 481 0030.

At the end of the payment deferral you can repay the deferred payments over the remaining term of the mortgage which will mean that your mortgage payment will be recalculated and the new monthly payment will be higher than it was before the payment deferral. If you cancelled your Direct Debit when your deferral started you will need to contact us to set this up again. We will contact you before your payment deferral ends to let you know what your new monthly payment will be if you choose to do this. Alternatively there are other options available to you:

Other options 

  1. You can repay the missed payments as a lump sum. Your monthly payments will remain the same

  2. Spread repayment over a short period of time

  3. Extend your mortgage term

  4. Contact us to discuss other payment support options.

  5. Defer your payments for a further period, up to a maximum of six months - see above for further information. 

If you are unable to make your mortgage payments at the moment we have committed to not enforcing any possession action leading to eviction before 1st April 2021. However, if you do not contact us to discuss your circumstances and agree a plan to get your mortgage payments back on track we may start repossession proceedings, or continue any existing possession proceedings up to, and including obtaining a possession order. If you are worried about not being able to make your mortgage payments please call our payment support team on 0344 481 0030.

You can find out more information here from the Building Societies Association about support for mortgage customers during COVID-19. You can also visit the Money Advice Service and use their mortgage deferral payment calculator to find out what a payment deferral will mean for your monthly payment at the end of the period.

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