Updated at 3.00pm on Tuesday 6th April 2021

Supporting members affected by coronavirus

Mortgage support

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Contact Centre

We're currently available:

Monday to Friday 8am - 6pm and Saturday 9am – 5pm on 03450 50 50 75

Mortgage support

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Helping members in financial difficulty

If you're having difficulties making mortgage payments, there are a number of ways we can support you.

Mortgage payment holidays

A mortgage payment holiday is a temporary break from paying your mortgage which can last between one and three months.

We're unable to accept any new applications for mortgage payment holidays, as the Government has now closed the scheme. If you already have a mortgage payment holiday in place, you may be able to apply for an extension. This will be subject to the maximum six-month total and can't extend past 31 July 2021. Any extensions must immediately follow the end of your original mortgage payment holiday with no break in-between.

If your mortgage payment holiday is coming to an end, you'll receive a letter from us explaining what the next steps are. You can find more information on our mortgage payment holiday page.

What other options are available?

Visit our worried about your finances page if you're having difficulties making payments. You'll find more information on budgeting, details on what support we can provide and a list of organisations you can contact for free debt advice.

We've also put in place some special measures to provide extra support during challenging times.

  • We won't charge any arrears fees until the end of 2021.
  • We've re-introduced physical property valuations in England, alongside the alternative valuation methods. This means we can continue to keep things moving for you.
  • If you're looking to move house and have already exchanged contracts, you can ask for a mortgage offer extension of three months. This will make your offer valid for nine months. If your offer is due to expire within the next month, please call your mortgage broker or our Lending Service Desk on 03458 48 00 61.

Stamp duty holiday end

Last year the Government introduced a temporary stamp duty holiday. This means you don't need to pay stamp duty on the first £500,000 of your property purchase in England and Northern Ireland.

To qualify for this, you'll need to complete your purchase by 30 June 2021. Please bear this in mind if you're considering buying a new property. After this date, the threshold will be £250,000 until 30 September 2021.

If you're buying your main home in Wales, the threshold for Land Transaction Tax is £250,000 until 30 June 2021. After that, the threshold will be £180,000.

Savings support

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Accessing your savings in branch

All of our branches are open. To help us keep you and our branch colleagues safe, please think about whether your visit is really necessary. As a branch may need to close at short notice, make sure to check our branch update page before you travel.

Our branch teams have been busy helping members remotely where they can. So why not give them a call to see how they could help before you pop in? We also have a savings comparison tool which helps you compare all our accounts. So you can choose the best one for you, from the safety of your own home.

Branch hours

Our current opening hours are 10.00am – 3.00pm Monday to Friday, closed Saturday and Sunday.

We're prioritising the vulnerable between 10:30am – 11:30am each day.

Essential branch transactions

For your own safety, we suggest you limit visits to essential transactions such as;

  • Cash withdrawals
  • Cash or cheque deposits
  • Registering a death or Power of Attorney
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Accessing your savings from home

Depending on the type of account you have, there are a few ways you can access your savings from home:

  • With an online-only account you can move funds to your nominated account online.
  • If you're registered for online access, or have a branch or postal account, you can request a withdrawal by faster payment by calling our Contact Centre on 03450 50 50 75.

Bereavement support

If you need help registering a death visit our dedicated bereavement support page.

Stay safe from coronavirus scams

Challenging times provide new opportunities for fraudsters so please be extra vigilant. Take a look at our guide to keeping yourself safe.