Support to customers affected by coronavirus

    On 22nd May, the UK Government announced proposed changes to the existing Mortgage Payment Holiday scheme.

    We continue to do all we can to support our customers affected by coronavirus and are working hard to understand and implement these proposed changes in accordance with the latest government guidance and regulatory timeframes.

    Our priority remains the wellbeing of our customers and colleagues but in order for us to ensure we’re able to help our most vulnerable customers, please only call us if you require immediate assistance with your second charge mortgage or have an existing query.

    We appreciate you might be worried about the impact of coronavirus and want to reassure you that we’re here to help with any worries you might have about your second charge mortgage with us.

    Our telephone lines remain open but we have changed our opening hours. You may find that you have to wait longer for us to answer your call. However, we’re monitoring the situation closely and we’ll keep you updated via our website.

    Supporting our customers and colleagues is at the heart of everything we do and we’re continuing to work hard to make sure we’re here to help however the situation develops.

    Affected by coronavirus

    If you’ve been affected by the virus (due to illness or self-isolation) and you’re worried about what this might mean for your second charge mortgage with us, we can explore a range of temporary options with you, including:

    1. Reducing or waiving the interest charged on your second charge mortgage payments
    2. Accepting interest only payments
    3. Temporarily increasing the term of the second charge mortgage to reduce the monthly payment amount.

    Just call 0800 612 9982 or email to speak to us. The sooner you get in touch, the more we can try to help.

    You might wish to request a mortgage payment holiday for up to 3 months.

    With a payment holiday you will not have to make any monthly mortgage payments for a set amount of time, in this case up to three months.

    However, it's important to remember that you still owe that money and the interest on your mortgage still accrues during a payment holiday.

    Following this agreed period you will be required to continue with your regular monthly payment, but please note that this payment will increase as your capital balance will rise during the payment holiday. We will provide written confirmation of your revised payments prior to your chosen due date. If you make payments via Direct Debit, these will be collected automatically but if you make payments via an alternative method then please ensure that these payments are received by your chosen due date.

    To arrange a payment holiday you will need to send an email to with the following details:

    1. Your name
    2. Your account number
    3. Your contact number
    4. Confirmation that your payments are currently up to date? (If not please call us on the number below)
    5. How many months you'll require the payment holiday for? (You can have up to 3 months)
    6. The month you would like your payment holiday to start? (Because of the time it takes to cancel a direct debit and deal with your payment holiday request, we are unable to stop mortgage payment direct debits that are due within the next 10 days)
    7. Please tell us whether you expect to be able to start making payments again at the end of the payment holiday, assuming government restrictions have been lifted?

    We are here to help.