We know that you might be worried about the impact this could have on your finances and we’re here to help you.
We’re working hard to protect our colleagues and want to keep them at home as much as possible to support the national effort to contain the spread of the virus. To help us do this, we’re focussing on delivering only the critical services our customers need the most and prioritising those in financial difficulty at this time.
This page provides you with lots of useful information and to enable us to be able to deliver the essential services, we ask that you please read this page in full before contacting us by phone, writing to us or visiting your local branch.
There is further support available for member’s affected by the COVID-19 pandemic. We are able to provide up to six months in total for a mortgage payment deferral, however please note that we can only agree three months at a time. See below the options available to you:
If you have not previously taken a deferral period, you can request one for you up to six months in total, taking up to three months at a time.
If you’re already in a deferral period, this can be extended to up to six months in total. For example, if you have already taken a three month deferral, you can extend for a further three months.
If you have previously taken a deferral period, and are now repaying, you can top-up for a total of six months. For example, if you previously took a three month deferral and are now repaying, you can top-up for a further three months.
It is important to note that the interest on your mortgage will continue to accrue throughout the deferred period and will be added to your outstanding balance. It is therefore in your best interest to pay as much as you can throughout this period to minimise the amount of additional interest that will be charged.
For an indication of how deferring your mortgage could impact your monthly payments and total mortgage balance, you can use our deferred payment calculator.
We also have other forms of support available to those experiencing financial difficulty, you can find out more details here.
More details on mortgage deferrals and to calculate how much you’d be paying after a deferral period, visit our FAQs page here.
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:
Money Advice ServiceCoronavirus support
Financial Conduct AuthorityDealing with financial difficulties during coronavirus: information for consumers
There are also a number of other organisations available to help, simply visit our payment difficulties page to find out more.
Note: For those experiencing financial difficulty, we can enable early access to savings if required. Please get in touch with us so we can discuss your needs with you.
We’ve answered the most common questions we’ve received on home insurance in relation to COVID-19.
The COVID-19 outbreak results in uncertainty for many of our customers, and as a result we are seeing an increase in pressure on our telephone and correspondence services. This is having an impact on those who are in financial difficulty and trying to contact us to get support.
We’d therefore ask that you use the website and online portals in the first instance for any queries, and we’re updating these regularly with the latest information. That way, we can support those in urgent need and financial difficulty quickly and keep the lines clear for those customers.
You can register for our automated telephone service, which will mean you can quickly and securely access your account information 24 hours a day, 7 days a week. This is available for your savings or mortgage account. Please click here to find out more. Whilst we will prioritise withdrawal requests and deal with them immediately, all other correspondence we receive will be regarded as non-critical and we would ask that you bear with us whilst we respond. You can expect to wait longer than you normally would to hear from us whilst we manage through the operational challenges COVID-19 presents for us all.
Our branches remain open, however they are operating on reduced hours to maximise our ability to maintain this position. In some cases we may need to temporarily close a branch for the safety of our colleagues and customers. Please use our branch finder to keep up to date with opening times and branch status.
For your own safety, and the safety of our colleagues, we ask that you only come and see us if it is essential and if you’ve been unable to get support from our online or telephone services. We are practising social distancing in all our branches and all customers must stand 2 metres apart. We are also limiting the amount of people in our branches at one time and only allowing customers in when it is safe, so you might be asked to queue outside if it is busy.
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:
Changes to opening times
Many of our branches remain open, however they are currently operating reduced hours. Please check your local branch before visiting and only visit us if it’s absolutely necessary.
Customer services (including WeBSave)
Lines are open 8:30am to 5:00pm Monday – Friday and 09:30am to 12:30pm on Saturday.
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.
Scam calls, texts and emails
There has been an increase of fraudsters using Coronavirus as a front in scam calls, texts and emails. 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. For all information on scams click here.