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Coronavirus help and support

As we continue to follow the current guidelines set out by the Government, here at the Society we understand many of you still may be worried about the impact the coronavirus may have on your finances and we want you to know as always we are still here to help you.

We are still working hard to keep our colleagues protected and as a result have a large proportion of our head office staff still working from home.


Mortgage Payment Deferrals - Your Options

The option to take a new mortgage payment deferral is now closed.

If you’re experiencing financial difficulty, you can find details here regarding the forms of support available to you.

If you’re coming to the end of a Payment Deferral

We will contact you prior to the end of the deferred period to confirm your new monthly payment and the options that may be available to you.

It may help you to prepare for this by making use of some of the guidance and tools provided by the following organisations:

There are also a number of other organisations available to help, simply visit our payment difficulties page to find out more.

Branch services

A number of our branches are now operating new opening hours. Please use our branch finder to keep up to date with opening times and branch status.

Whilst face coverings are no longer a legal requirement we request that a face covering is worn whilst inside the branch to help prevent the spread of Coronavirus.

Other Services


Note: For those with fixed term savings products who need to access their funds due to financial hardship we can enable early access to savings if required. Please get in touch with us so we can discuss your needs with you.

  • New savings accounts can continue to be opened online or in branch
  • Bank transfers to your nominated bank account
  • Fixed-term accounts, or those coming to the end of a rate incentive is an automatic process and you will be notified of account balance in the post
  • We’re processing any urgent account changes or changes in circumstances of the account holder
  • WeBSave customers can continue to access accounts via the West Brom WeBSave. From here, you can manage your account and make transfers anytime.
  • Third-party cash withdrawals so family members can collect money on your behalf. The maximum cash withdrawal is £500 for third-party withdrawals. Please click here to download our Third Party Withdrawal Form. The protection and safety of members’ finances is of the utmost importance to us so additional safety checks will be in place to ensure that any transfers or withdrawals are legitimate.


  • Mortgage completion, so you will still receive the funds for your new home
  • Mortgage redemption for those who have come to end of their term, those moving home or switching to another lender
  • Product transfers are still available so that you can change to a different product with us. Please note this can be done on our online portal and we’d ask all customers to look at this
  • If you need to add or cease a mortgage overpayment please use our Live Chat service

Home insurance

We’ve answered the most common questions we’ve received on home insurance in relation to COVID-19.

Scam calls, texts and emails

There has been an increase of fraudsters using COVID-19 as a front in scam calls, texts and emails.

So far, a total of £2,120,870 has been lost as a direct result of COVID-19-related scams across the UK. Currently, COVID-19-related frauds make up 3-5% of all fraud reports, and this is expected to rise.

Some of these scams are particularly sophisticated and are using the Government communications via text and email to trick people into paying fines for breaking lockdown. Most recently, fraudsters have been using the Test and Trace programme to get personal information from people. Do not give any information over the phone or via email if you’re not sure that it is the legitimate NHS Test and Trace team.

Please be vigilant about all messages you receive that claim to be from any organisation and do not click any links you’re unsure of. Remember that trusted financial services organisations will never ask you for the following:

  • Ask you to disclose your PIN number or other passwords for your accounts
  • Encourage you to move funds from your own account into a different 'safe' account
  • Encourage you to order and pay for UK cash via the phone or internet
  • Charge up-front fees for mortgage payment deferrals
  • Make home visits to collect mortgage arrears on your doorstep
  • Demand an immediate payment of mortgage arrears over the phone
  • Demand payment of mortgage arrears via email providing you with a link through which to make payments

Most recently, fraudsters have been using the Test and Trace programme to get personal information from people. Do not give any information over the phone or via email if you’re not sure that it is the legitimate NHS Test and Trace team.

How we're staying Coronavirus (COVID-19) Secure

Important updates

Changes to opening times


A number of our branches are operating new opening hours. Please check your local branch before visiting.

Check your local branch opening times

Customer services (including WeBSave)

Lines are open 8:30am to 6:00pm Monday – Friday and 08:30am to 12:30pm on Saturday.

Head Office

Due to Coronavirus, our Head Office is currently closed to customers until further notice. If you’re local and wish to speak to someone, please visit our New Square branch or contact our customer services team via our contact us form.

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