Coronavirus support for mortgage customers

25 June 2020

9 min read

We are continuing to work hard to help customers who have been impacted by coronavirus.

If you find yourself impacted by coronavirus there are a number of options that are available to help you at this time for example:

  • A payment deferral
  • Making reduced payments
  • Changing the way or date you make your payments
  • Where the mortgage is on a repayment basis look at a temporary change to interest only to reduce the amount you are currently paying
  • Longer term solutions that may include extending the term of your mortgage or looking for an alternative product
  • Assisting you with selling your property (known as Assisted Voluntary Sale (AVS) scheme

The options above may result in you paying additional interest over the term of the mortgage, and may impact your credit rating, so where you can afford to make payments you should do so. We will talk to you to understand your circumstances so we can make sure we provide you with the most appropriate support. Before you get in contact with us try and gather as much information as you can as we will need to understand your income, outgoings and any debts. We can then work with you to find the most suitable solution.

You can contact us via the numbers below. 

If you have a Co-operative Bank mortgage please call 08000 288 288 (call charges). Our opening hours are 8am to 6pm Monday to Friday and 8am to 1pm on Saturday.

If you have a Britannia mortgage please call 0345 121 0961 (call charges). Our opening hours are 8am to 6pm Monday to Friday and 8am to 1pm on Saturday.

If you hold a Platform mortgage please call 01752 236243 (call charges). Our opening hours are 8am to 8pm Monday to Friday and 8am to 1pm on Saturday.

To assist in assessing your financial situation we would seek to complete an Income and Expenditure form with you – if you are able to complete this form in advance of contacting us, this will assist in us being able to understand your current financial position to determine the most appropriate support for your circumstances.

The form can be accessed via the link below:

Income and Expenditure form

Selling your home

Please be mindful of companies who offer to buy your property for a “quick sale” as they will often offer less than the market value for the property. If you are considering this please ensure you seek advice from an external debt charity such as Stepchange on +44(0)800 138 1111 (call charges) or obtain a free valuation of your property from a local estate agent.

Some companies may offer you loans or even invite you to sell your property to them and then lease it back as a way of resolving your short term financial difficulty. Please be careful, as such actions may not be in your long term best interests. We would advise you to seek independent advice before entering into any arrangement of this type. You may be thinking about handing your keys over to us if this is something you’re considering we would like to discuss this option with you before you took this action.

Are you waiving penalties for missed payments?

We don’t apply penalties for missed payments.

What other support is available?

There are a number of organisations you can contact that provide free, confidential and impartial advice including:

Money Advice Service: For free, easy-to use money tolls, information and advice, visit www.moneyadviceservice.org.uk. You can also phone 0800 138 7777 to speak to a money expert, use typetalk at 18001 0800 915 4622, or add +44 7701 342744 to your Whatsapp to send a message.

Money Advice Scotland: If you live in Scotland, visit www.moneyadvicescotland.org.uk where you can use webchat to speak to an advisor, or e-mail webchat@moneyadvicescotland.org.uk.

Citizens Advice: For advice and information on debt and other topics, contact your local Citizens Advice or go to www.citizensadvice.org.uk.

Citizens Advice Scotland: For advice and information on debt and other topics, contact your local Citizens Advice Bureau, go to www.cas.org.uk, or call the Helpline on 0800 028 1456.

Advice NI: If you live in Northern Ireland, phone 0800 028 1881, e-mail debt@adviceni.net or visit www.adviceni.net.

Citizens Advice Wales: If you live in Wales, visit www.citizensadvice.org.uk/wales, or you can call Advicelink on 03444 77 20 20 if you want to speak to someone about your debts. Calls cost the same as calls to the landline numbers.

AdviceUK: Member centres offer debt advice including specialist advice for minority communities and people disabilities. Visit www.adviceuk.org.uk.

National Debtline: If you live in England, Wales and Scotland phone 0808 808 4000 or visit www.nationaldebtline.org.

StepChange Debt Charity: For free debt advice throughout the UK phone 0800 138 1111 or visit www.stepchange.org.

Business Debtline: If you are self-employed or a small business owner, phone 0800 197 6026 or visit www.businessdebtline.org for debt advice and information.

Christians Against Poverty (CAP): For free debt advice. Check post code coverage at www.capuk.org then call 0800 328 0006.

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