Worried about paying your mortgage? We have various ways that we can help you.
Whether it’s over the phone, by video, or in branch, speaking to one of our mortgage advisers has never been easier. Simply choose how you’d like to talk to us.
See if we can answer your query more quickly with our common questions below.
It’s a voluntary agreement between mortgage lenders and the government to give mortgage customers extra support during this difficult time. You can find full details on the government’s page.
It offers a range of options that could help you stay on top of your mortgage payments.
The options are to:
None of these options will impact your credit score.
If you can afford to make your current monthly payment amount - you should avoid making interest only payments or extending your mortgage term where possible because you’ll pay more interest overall.
If you’re coming to the end of a fixed-rate deal - you’ll be able to agree a new rate six months in advance of your current deal ending.
You can find out more about each option on our support for our mortgage customers page.
Your home also can’t be repossessed for at least 12 months from the first missed payment without consent if you go into arrears, except under exceptional circumstances.
If you’re concerned about your mortgage payments, please let us know. The sooner you get in touch, the more options you’ll have.
You can find out more about what you’ll need to be eligible for each option at our support for our mortgage customers page.
Yes. If you make interest only payments for six months, you can cancel whenever you like within the six months. However, you won’t be able to apply again once you’ve cancelled.
Please let us know by completing our Interest only payments cancellation form
You can also cancel a mortgage extension within the first six months without an affordability check.
If you’ve made any other changes to your mortgage, such as additional borrowing, more checks might be needed.
As long as you have six months or less left on your current deal, you can secure a new rate.
If you’re in the last six months of your current mortgage deal you can select a new rate to start when your current deal ends without any early repayment charge. If you’re in the last three months of your current mortgage deal you can select a new rate to start straight away with no early repayment charges.
Yes. We offer the same rates online, over the phone, and in-branch.
If you are not already a mortgage customer with us, you must complete a full mortgage application, either online or with a Mortgage Adviser, to secure a mortgage rate.
If you already have a mortgage with us, you’ll need to complete an application for a new deal, either online or with a Mortgage Adviser. If you’re in the last six months of your current deal, you can select a new rate to start when your current deal ends with no early repayment charge (ERC). If you’re in the last three months of your current mortgage deal you can select a new rate to start straight away with no early repayment charges. Find more information about switching your deal on our existing customer support pages.
If your existing deal has more than three months left to run, you can still switch your deal, but we won’t waive the ERC in most cases.
Important: An Agreement in Principle (AIP) isn’t a mortgage offer. Once you’ve completed an AIP, you’ll need to complete a full mortgage application to secure your rate with us.
Yes. If you already have a mortgage with us and have arranged to switch to a new deal, you can select a new deal up until the date your change takes effect.
There is a lot of useful information on our website, but you can also contact our Mortgage Advisers to help you figure out your best option.
If you already have a mortgage with us, you can sign in to Internet Banking to check your details. To make any changes or see what options are available, please visit our existing customer page.
If you’re a first-time buyer, a home mover, or you’re moving your mortgage to us and your application is already in progress, you can find updates on your Customer Tracker. You’ll find the link for this in your email invitation, or you can contact your Mortgage Adviser.
We know it can be hard to talk about money - we’re here to help. You’ll find lots of information and tools online, but if you’re worried you might not be able to make a payment, please get in touch as soon as possible.
Once we understand your situation better, we can talk through your options together. Talking to us won’t affect your credit file. If one of the options we talk about does affect your credit score, we’ll explain what this means for you before we set anything up.
If you miss any payments, this could affect your credit score and how you borrow in the future.
There are also other people you can talk to for independent help and advice. They can talk to us on your behalf if you’d prefer them to.
England and Wales
England, Wales, or Scotland
Business Debtline - if you have a small business or are self-employed.
Why a Mortgage Video Call could be the right choice for you:
If you’d prefer to talk to a mortgage adviser face to face and from a place that suits you, our video call service could be the perfect option. You'll need a Wi-Fi connection for a video call.
What is a Mortgage video call?
Mortgage Video call is our service offering face-to-face appointments with a mortgage adviser using video technology.
How can a Mortgage Video Call help me?
Mortgage Video Call is secure and easy to use. It offers the convenience of speaking to a mortgage adviser face to face from wherever suits you best.
You’ll be able to see your important documents on screen during the application – and ask any questions as you go along.
In most cases you can upload your documents to us straight from your computer, or by taking a photo of them on your smart phone.
How does a Mortgage Video Call work?
You can have a Video Call at a time that’s suitable for you.
Call us on 0345 122 1337. We’re available from 8am – 8pm Monday to Friday and 9am – 4pm Saturdays.
Once a time is agreed, we will email you with details of how to join.
If using a laptop or desktop, you will receive a meeting number to join a secure meeting.
If using a tablet or smartphone, you will need to download the free CISCO WebEx app from your device's app store.
At the time of the appointment the mortgage adviser will call you on your phone to guide you through the simple setup.
During your appointment you’ll see your mortgage adviser at all times, and your documents will be laid out in the main part of the screen.
You’ll be emailed a copy of your paperwork as soon as your appointment is over.
What’s the best way to prepare?
The most important thing is to find somewhere private and comfortable where you’ll be happy talking about your finances without distraction.
Also ensure that you have a strong secure broadband connection.
You’ll be asked about the property, your income and expenses.
It’s important to have documents like your pay slips, tax statements and bank statements handy. You’ll be given a full list of what you need when we’ve understood your situation.
If you’re going to use your tablet or smartphone, you’ll need to navigate to your app store and install the Cisco WebEx Meetings app before you can join a video call meeting.
For laptops and desktops, your mortgage adviser will ask you to join a secure meeting when it’s time to start your appointment.
What devices can I use for a video appointment?
This service works on most up to date computers and tablets. You’ll see a message on screen during installation if your internet browser or operating system isn’t compatible. Sometimes this is easily resolved by updating to the latest version.
What do we do if it’s a joint mortgage application?
For joint applications, we can connect from multiple locations, so don’t worry if you are not in the same physical location. All parties need the required technology (laptop, desktop, tablet or smartphone) then we can conduct the appointment over video.
We have conducted video calls from hotels, work, abroad and oil rigs in order to help you get a suitable time to support you with your mortgage.
Points to remember