Coronavirus – we’re here for you

As the impact of COVID-19 continues to affect us all, we wanted to thank you for your continued support and patience during these unprecedented times. Although the situation we’re facing is changing, the one thing that remains constant is our dedication to you.

This page takes you through the steps we’re taking to support you at this time.


2 April: latest update

We have recommenced processing applications that have a physical valuation. An underwriter will be in touch about your case over the next few days. You do not need to do anything at this stage, however, if you do have any urgent enquiries please contact your BDM. To view our updated FAQs please click here.

27 March: processing update

Due to the unprecedented demand from our existing customers regarding payment holidays, latest government advice and the current situation with valuations, we have taken the decision to temporarily suspend new applications for all of our product lines and divert our resources to support our borrowers during this challenging time.

To facilitate this, on Friday 27th March we stopped new case applications through our Broker Portal.

Applications that have not progressed to offer will be paused and placed on hold until further notice. Offered cases will continue as normal.

We ask that if you have any urgent queries, you email us or contact your BDM. Please note that our response times will take longer than normal due to the high volumes of enquiries we are receiving.

In the meantime, here are some frequently asked questions to help you.


If my case has received a valuation will you be issuing an offer?

Yes. We are ready to process your case, an underwriter will be in contact with you shortly. Please don't call us as this will delay the processing of applications.

How will I receive my offer?

A member of our underwriting team will be in touch shortly. If you have any urgent queries you can contact your local BDM.

What will happen to a case if it hasn’t yet had a valuation?

We will put the case on hold for the time being and will let you know when we can start processing the case. If you wish to cancel the application, please contact us using the methods outlined above. Valuation and Assessment fees will be refunded if the case is cancelled and the valuation has not been completed. Should you wish to re-apply in the future a new application will be required.

My case is at offer stage, will you complete on the case?

Yes we will complete on cases that are offered. Customers whose circumstances have changed should notify us before completion.

Can I have an offer extension?

Offer extensions can be considered where the case is a Residential Owner Occupier case and contracts have exchanged prior to 25th March and their circumstances must not have deteriorated.

Why have you stopped processing?

A combination of government advice, having fewer employees in our offices and a huge increase in calls from existing customers about payment holidays leave us with no choice but to redirect resources to look after existing customers with COVID-19 related queries.

Mortgage payments support

If you have a client looking to take out a payment holiday with us due to the impact of COVID-19, we’re able to support them.

To apply for a payment holiday, please direct your clients to our online form

Here’s what you need to know before applying:

  • If you take a mortgage payment holiday, this means that you won't make mortgage payments for up to three months; we'll add these payments onto your mortgage balance unless you contact us before your payments recommence to discuss alternative options for repaying the unpaid mortgage payments.
  • As a result, your mortgage balance will increase and your monthly payment will be recalculated over your remaining mortgage term. Your monthly payment and the amount of interest you pay will increase for the remaining term of your mortgage.
  • We'll let you know your new monthly amount at the end of your payment holiday.
  • In line with government guidance, your credit rating will not be affected by this arrangement whilst the payment holiday is in place.

We’ll aim to reply to their request within 5-7 working days; however, we’re currently experience a high volume of applications, so this may take a little longer.

Please note that if you’ve already emailed us, we’ll respond as soon as we can.

Help us to help you

We’re currently receiving a large number of enquiries from brokers and customers, and we’re endeavouring to respond to emails and calls as soon as practically possible.

You may have notice that our Broker Liaison Team phone lines are no longer active. This is to ensure we can protect the safety of our staff and follow the appropriate government advice.

The team are still contactable via our live chat service, or alternatively via email at

We appreciate your patience and understanding at this time.

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