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Coronavirus (COVID-19)

Supporting you

As the coronavirus is having an impact across the UK, you may be feeling worried about the impact on your finances.

We wanted to say we’re here for you if you have any concerns about your money or any accounts you hold with us. The welfare and safety of both our customers and colleagues is the most important thing to us and we’ll continue to make sure you’re supported. We work hard to keep your money safe, so this includes us helping you to be fraud aware.


Latest update on mortgage payment holidays

If you haven’t yet taken a mortgage payment holiday, you will be able to apply for a three month break (a deferral of your mortgage payments) until the end of October 2020 if you’ve been financially impacted by coronavirus. You can do this via our online form here or by calling us on 0808 156 1158.

If you’ve already had a three month payment holiday

If you are coming to the end of your existing mortgage payment holiday we will write to you to let know your recalculated monthly payment and your revised mortgage balance and outline the next steps to support you during these difficult times. If you can afford to re-start your mortgage payments it’s in your best interests to do so.

These letters are being issued a month before your revised monthly payment will be taken but allowing for any postal delays, we would expect that the letter will arrive no later than 15 days before your next payment is due

Understanding the impact of your payment holiday

If you’re applying for a further payment holiday or you’re applying for the first time, it’s really important you understand the impact of this deferral (payment holiday you’ve already taken) on your future payments and what a further payment break will mean for your mortgage. You can either call us on 0808 156 1158 and we can provide you with an estimated illustration or you can use our calculator within the online mortgage payment request form. Please note the figures we show you are based on some assumptions, such as you having only one interest rate on your mortgage. If you have multiple parts the calculator will assume all the parts have the same interest rate and term as well as repayment type. If you have more than one interest rate or term, you can check if this is the case on your latest mortgage statement or checking your mortgage account online, you should use the following when you do your calculation:

  • The highest interest you’re paying
  • The shortest term you have
  • Tick the repayment type with the highest balance (if part Interest Only and part Repayment)
  • Input the shortest term remaining

Please be aware that this illustration does not include any mortgage payment protection insurance premiums collected with your mortgage payment. If you would like us to assist you with the illustration, call us on 0808 156 1158. The payment the calculator will give you is based on the above assumptions, the accuracy of the information you provide and therefore may differ to the actual payment calculated at the end of the payment holiday.

Here are some examples of how a payment holiday can affect monthly payments and the total amount payable for repayment and interest only mortgages. The examples shown below are for a three-month payment holiday:

Outstanding mortgage balance: £50,000

  Repayment Interest only
Current outstanding mortgage balance £50,000 £50,000
Interest rate 1.99% 1.99%
Months remaining on deal 60 60
Standard Variable Rate 4.49% 4.49%
Term remaining (years) 6 6
Current monthly payment £736.14 £82.92
New monthly payment after payment holiday £766.28 £83.33
Monthly increase £30.14 £0.41
Total amount to repay without payment holiday £53,159.38 £77,428.03
Total amount to repay with three month repayment holiday £53,287.11 £77,563.12
Total increase £127.72 £135.09

 

Outstanding mortgage balance: £150,000

  Repayment Interest only
Current outstanding mortgage balance £150,000 £150,000
Interest rate 1.99% 1.99%
Months remaining on deal 60 60
Standard Variable Rate 4.49% 4.49%
Term remaining (years) 15 15
Current monthly payment £963.12 £248.76
New monthly payment after payment holiday £981.99 £250.00
Monthly increase £18.87 £1.24
Total amount to repay without payment holiday £188,042.45 £232,284.09
Total amount to repay with three month repayment holiday £188,777.48 £232,689.37
Total increase £705.03 £405.28.

 

Outstanding mortgage balance: £210,000

  Repayment Interest only
Current outstanding mortgage balance £210,000 £210,000
Interest rate 2.06% 2.06%
Months remaining on deal 60 60
Standard Variable Rate 4.49% 4.49%
Term remaining (years) 26 26
Current monthly payment £868.52 £360.52
New monthly payment after payment holiday £879.51 £362.38
Monthly increase £10.98 £1.86
Total amount to repay without payment holiday £326,870.28 £429,665.40
Total amount to repay with three month repayment holiday £326,322.43 £430,789.22
Total increase £1452.15 £1,123.82

If your current mortgage holiday has ended, you can apply for a further mortgage payment holiday here:
Mortgage payment holiday

When to talk to us

If you’re worried about meeting your long term financial needs then a payment holiday may not be the best option for you. This is because during the payment holiday period interest will continue to be charged and your mortgage balance will increase. Therefore, if you’re already in arrears or facing long term difficulty it’s really important you talk to us before applying for a payment holiday.

If you are considering whether a mortgage payment deferral is right for you, see the Money Advice Service’s A guide to coronavirus mortgage payment holidays for useful information.

Further help and support if you’re struggling

If you are in financial difficulty you can call Money Advice Trust on 0808 808 4000, they can offer guidance on dealing with day to day budgeting and advice on how to manage unsecured debts.

You can also find lots of useful information on Money Advice Service Coronavirus Support page including information around debt, action plans, redundancy, bereavement and lots more here.

If you need any support accessing our information please visit this page where there will be further help.


If you’ve been affected by coronavirus

We can help you in a number of different ways if you have been financially impacted by coronavirus. Our aim is to try to find solutions that suit your individual needs and circumstances. This includes mortgage payment holidays; see our FAQs below to find out more information.

We are all working hard to maintain the best service we can for you and we’re constantly keeping this page updated with the latest information from us and FAQs which you should find useful.

If our branches and agencies or telephony services are affected we will update the right hand side of this page.

As you can imagine our telephone lines are exceptionally busy at the moment. This means that those who need us most right now - those who are most financially vulnerable – are struggling to get through. Normally we would ask more of our teams to come in and help, but in these unprecedented times, our employees are facing the same challenges that we all are, so we simply can’t. So we are asking for your help too.

Before calling our phone lines or visiting us in a branch or agency:

  • Ask yourself: Do I need to speak to Chelsea Building Society today?
  • Consider: Can I do this through online banking?
  • Review: Is the answer already on this website?

Visiting our branches or agencies

To protect yourself and others in your community we'd ask that if you're experiencing any symptoms you stay at home. Even if you are well we’re asking customers who don’t have essential transactions, not to come into one of our branches or agencies. This is to not only protect you but to also keep our colleagues and their families working in our face to face roles safe and well.

Here is the list of the types of essential transactions which can be done in our branches or agencies:

  • Cash withdrawals if you don’t have an ATM card
  • Paying money in (to cover things like living expenses or bills)
  • Urgent Faster Payments
  • Opening a new account – if there has been a significant change in your circumstances which means you need to open a new account you can still do this face to face however we will be unable to offer you a private office during this period and some branches may be unable to accommodate the request due to resource levels. We would encourage you to use our online channel which has a wide range of accounts and helps limit the time you spend in a branch or agency. You can find all of our savings accounts here.

We ask that you don’t come into branch at this time for non-urgent transactions such as updating your passbook and you have a general query around interest rates or something similar you can take a look at our website which has lots of information to assist you.

Manage your money online at home

If you need to stay safe at home, don’t forget, you can manage your money from there using our online services. All you need to do, if you haven’t already, is register for online banking, it only takes a few minutes and you can do this here.

If you’re a savings customer there are a number of things you can do online that you may normally do in a branch or agency, including:

  • Open a new account
  • Access your account and view balances
  • View and download your statements and search transactions
  • Deposit money to your account with a debit card
  • Set up transfers out of your savings accounts
  • Update your personal details
  • View tax statements and request a tax certificate
  • View ISA allowance for current tax year (where applicable)
  • Make Faster Payments
  • Close your account (if applicable)

If you’re a mortgage customer you can:

  • Access your mortgage balance
  • View your statements and search transactions
  • Manage and move money in and out of your offset account. Please note that withdrawals from your Offset savings account may affect your monthly mortgage payments as the amount offset against your mortgage balance will decrease.
  • Update your personal details
  • Request a redemption statement

You can also send us a secure message.

Staying alert to fraud

Unfortunately, fraudsters may try to take advantage of you and the current situation. It’s really important you’re aware of anything potentially suspicious, such as messages about coronavirus, including those claiming to be from your bank or building society. Remember, we’ll never ask you for your full PIN or password or ask you to move money from your accounts. Please stop and think before taking any action. If it’s too good to be true, or you feel uncomfortable with any request, you should say no.

 

Update on our new lending policies

We have updated our lending policy and can now offer mortgages on the following:

  • If you’re purchasing a new property the maximum loan-to-value (LTV) is 85%
  • If you’re re-mortgaging your property the maximum LTV is 85% LTV or less
  • New Build purchases up to a maximum of 85% LTV

Following the government’s most recent announcement on restarting physical property valuations, all new applications will be subject to a physical valuation where possible, although customers should be aware that to ensure the safety of all those concerned, appointments will be reduced and specific guidelines adhered to, which could impact timeframes.

FAQs

For those concerned about meeting next month’s mortgage payment

What is your response to the latest FCA guidance on further support for mortgage payment holidays?

You may have seen the FCA has released guidance for lenders on further support around mortgage payment holidays for those who have been impacted financially by coronavirus. We are working through what this means for our customers and will update our website and FAQs as soon as possible.

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Do you have a payment holiday policy in place for borrowers who cannot make their mortgage payments due to coronavirus?

If you are worried about meeting your mortgage payments, we can offer a variety of solutions, including payment holidays.The easiest way to request a payment holiday is online. You can also call us on 0808 156 1158.

Due to extremely high call volumes we are only able to speak to customers in the most vulnerable situations, and who cannot make their next mortgage payment. If your payment is not due within the next 7 days or you are able to make your next mortgage payment, please allow those who need emergency help to receive it. Please call us again when you are facing immediate difficulty.

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How long can payment holidays last for?

The option of a payment holiday for up to three months is available for customers who are experiencing issues with their finances as either a direct or indirect result of coronavirus.

You must be up-to-date with your payments to be considered for a payment holiday. If your account is in arrears you may still be eligible but we will need to talk to your to assess your circumstances.

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Once the payments are rolled onto the main balance, will the term be automatically extended or the monthly payments increased?

Customers will still owe the money where a payment holiday has been granted and interest will still accrue, so if you are able to make part of your normal mortgage payment to reduce the money you owe or your interest charges then you should consider doing so.

At the end of the original three month payment holiday we will recalculate your monthly payment based on your outstanding mortgage balance and remaining term. It is very likely your payments will increase particularly if you have a shorter term left on your mortgage. The payments will be recalculated on a repayment basis and we will write to you to let you know what your new payment is. The letters are being issued a month before the payment holiday is due to end, but allowing for any postal delays, we would expect the letter to arrive 15 days before your next payment is due. It will outline the impact of your original payment holiday and the other options of support available to you. If you can afford to re-start your mortgage payments it’s in your best interests to do so.

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My mortgage payment holiday is ending soon, what should I do?

If you have taken a mortgage payment holiday, you will receive a letter in the post from us which will outline all the options available to you.

These letters are being issued a month before the payment holiday is due to end, but allowing for any postal delays, we would expect the letter to arrive 15 days before your next payment is due. To ensure our contact centres can support those customers who need it most, you do not need to contact us unless you have not received a letter and your payment holiday is due to end within the next two weeks.

The letter will confirm:

  • Your mortgage payment holiday end date
  • Your new monthly payment and how it has been calculated
  • Your projected mortgage balance at the end of the payment holiday

It will also outline what next steps you can take, including what to do if your employment status has changed, if you think you might have difficulty making your next payment or if you feel a payment holiday wasn’t the best option for you and you would like to pay back the missed payments by a different means.

Throughout the letter, contact numbers are listed to ensure you can speak to the right department to discuss your chosen next steps.

If you can afford to re-start your mortgage payments it’s in your best interests to do so.

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Understanding the impact of your payment holiday

If you’re applying for a further payment holiday or you’re applying for the first time, it’s really important you understand the impact of this deferral (payment holiday you’ve already taken) on your future payments and what a further payment break will mean for your mortgage. You can either call us on 0808 156 1158 and we can provide you with an estimated illustration or you can use our calculator within the online mortgage payment request form. Please note the figures we show you are based on some assumptions, such as you having only one interest rate on your mortgage. If you have multiple parts the calculator will assume all the parts have the same interest rate and term as well as repayment type. If you have more than one interest rate or term, you can check if this is the case on your latest mortgage statement or checking your mortgage account online, you should use the following when you do your calculation:

  • The highest interest you’re paying
  • The shortest term you have
  • Tick the repayment type with the highest balance (if part Interest Only and part Repayment)
  • Input the shortest term remaining

Please be aware that this illustration does not include any mortgage payment protection insurance premiums collected with your mortgage payment. If you would like us to assist you with the illustration, call us on 0808 156 1158. The payment the calculator will give you is based on the above assumptions, the accuracy of the information you provide and therefore may differ to the actual payment calculated at the end of the payment holiday.

Here are some examples of how a payment holiday can affect monthly payments and the total amount payable for repayment and interest only mortgages. The examples shown below are for a three-month payment holiday:

Outstanding mortgage balance: £50,000

  Repayment Interest only
Current outstanding mortgage balance £50,000 £50,000
Interest rate 1.99% 1.99%
Months remaining on deal 60 60
Standard Variable Rate 4.49% 4.49%
Term remaining (years) 6 6
Current monthly payment £736.14 £82.92
New monthly payment after payment holiday £766.28 £83.33
Monthly increase £30.14 £0.41
Total amount to repay without payment holiday £53,159.38 £77,428.03
Total amount to repay with three month repayment holiday £53,287.11 £77,563.12
Total increase £127.72 £135.09

 

Outstanding mortgage balance: £150,000

  Repayment Interest only
Current outstanding mortgage balance £150,000 £150,000
Interest rate 1.99% 1.99%
Months remaining on deal 60 60
Standard Variable Rate 4.49% 4.49%
Term remaining (years) 15 15
Current monthly payment £963.12 £248.76
New monthly payment after payment holiday £981.99 £250.00
Monthly increase £18.87 £1.24
Total amount to repay without payment holiday £188,042.45 £232,284.09
Total amount to repay with three month repayment holiday £188,777.48 £232,689.37
Total increase £705.03 £405.28.

 

Outstanding mortgage balance: £210,000

  Repayment Interest only
Current outstanding mortgage balance £210,000 £210,000
Interest rate 2.06% 2.06%
Months remaining on deal 60 60
Standard Variable Rate 4.49% 4.49%
Term remaining (years) 26 26
Current monthly payment £868.52 £360.52
New monthly payment after payment holiday £879.51 £362.38
Monthly increase £10.98 £1.86
Total amount to repay without payment holiday £326,870.28 £429,665.40
Total amount to repay with three month repayment holiday £326,322.43 £430,789.22
Total increase £1452.15 £1,123.82

If your current mortgage holiday has ended, you can apply for a further mortgage payment holiday here:
Mortgage payment holiday

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How quickly can a decision typically be reached?

We are doing our best to support all customers during these unprecedented times. However, the spread of COVID-19 is likely to have an impact on staff levels and applications will be dealt with as quickly as possible. At this time, please only contact us if you have concerns about immediate payment. This ensures we can help those who are in most need.

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What evidence will be required to qualify for a coronavirus payment holiday?

You don’t need to provide any documentation; you will just need to self-certify that your income has been either directly or indirectly impacted by COVID-19.

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How will the non-payment be recorded with credit reference agencies

The unpaid interest from your payment holiday will still be recovered later, but individual credit ratings will not be affected. However, it’s important to know that credit files aren’t the only source of information which lenders can use to assess creditworthiness.

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I requested a payment holiday but I’ve not heard anything yet, what should I do?

As you might imagine, we’ve had quite a large number of requests for a mortgage payment holiday. We're currently prioritising these requests by mortgage payment due date. You'll receive confirmation that we have processed your request as soon as possible but please bear in mind if your due date is not for a few weeks it may take longer than 7 working days.

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I've applied for a payment holiday but my Direct Debit has been taken, what do I need to do?

If you've had confirmation from us that your payment holiday has been approved, the quickest way to get a refund is to ask your current account provider to reject or recall the direct debit request.

If you've yet to receive confirmation from us that your payment holiday has been approved please do not arrange to reject or recall the payment until your payment holiday request has been processed and we have provided formal approval.

If your Mortgage Payment Holiday request has been approved and a direct debit payment has been taken for April, your mortgage payment holiday will start in May.

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How can we get in touch?

As the situation is changing very quickly, please check the website in the first instance for the latest updates. If you need to get in touch for urgent support and you’re in arrears, please call 0808 156 1158; or for general Mortgage enquiries, call 0345 166 9300.

As we are experiencing a larger than normal volume of calls, we ask that you only contact us if your next payment is due within 7 days and you are unable to make it. Please allow those who need emergency help to receive it.

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Mortgage Payment Holidays

New applications and payment holidays

If I’m due to complete in the near future, will I be able to take a 3 month payment holiday after completion?

Yes, provided your income is affected by Covid-19, you will be able to take an immediate payment holiday on completion.

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Product transfers and payment holidays

Can I still do a product transfer if I have an agreed payment holiday?

Yes, providing your account wasn’t in arrears prior to the holiday and you meet our usual criteria, we can arrange a product transfer for you.

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If I take a payment holiday, will this affect future product transfers?

No, providing your account wasn’t in arrears before the holiday and isn’t in arrears after the holiday and you meet our usual product transfer criteria, you’ll be able to go ahead with the transfer.

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Can I complete a product transfer online if I’ve had a payment holiday?

We’re currently working on this. In the meantime please use this online form to submit a request.

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Valuations and Land Registry Update FAQs

If your mortgage application is currently in progress

How will I get my new property valued during the coronavirus outbreak?

As of Wednesday 13 May, valuers are returning to work in line with the latest government advice. All new and existing applications will be subject to a physical valuation where possible, although borrowers should be aware that to ensure the safety of all those concerned, appointments will be reduced and specific guidelines adhered to, which could impact timeframes.

What happens to my existing application?

Following the latest government advice, our valuation partners are re-commencing physical valuations in a controlled manner to reduce any potential risks. We are working closely with them to review our current pipeline and ensure applications can be processed as quickly as possible. Borrowers should be aware that to ensure the safety of all those concerned, appointments will be reduced and specific guidelines adhered to, which could impact timeframes. Although we anticipate that applications could take longer than usual, please rest assured we are doing everything we can to process cases as quickly as possible and will be in touch when there is an update to share.

When your application reaches the 90 days expiry date your underwriter will be in contact to confirm next steps and how we can proceed with your application at this time.

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What do the Land Registration changes mean to my mortgage application?

England and Wales

There is currently no impact on cases in England and Wales.

Scotland

There is now no impact on cases in Scotland. This is because the Land Registry of Scotland has put in place alternative measures for our Legal Advisers to ensure our interest is protected.

Northern Ireland

We can complete on existing cases in Northern Ireland providing our Legal Adviser has submitted an Electronic Priority Search that is showing as pending on the register. We will call our Legal Adviser immediately prior to completion and only release funds where this is confirmed.

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My mortgage offer is due to expire as a result of coronavirus – can I get an offer extension?

Given the current social distancing measures, we understand many house moves will need to be delayed.

We want to support you at what’s a very anxious and uncertain time.  So, if your offer is due to expire soon we’ll allow you to extend your mortgage offer for up to three months (subject to assessment). This applies to both remortgage and house purchase applications.

If your circumstances have changed since the offer was issued or within this three month period, or the terms of the house purchase change significantly, we’ll need to review the offer to make sure it’s still right for you. Please contact your underwriter for more information on 0345 166 9227.

We’re working through the most urgent cases to ensure extensions are provided where needed. So, please only contact us if you’re within 30 days of your offer expiring.

We’ll keep you updated on here.

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If your mortgage deal is coming to an end

How is coronavirus affecting existing mortgage customers?

If your current deal is coming to end and you would like to transfer to a new product, you are able to proceed as normal. Our full range of products across all LTVs are still available.

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Savings Maturity FAQs

Can I still come to branch to discuss my maturity options?

To protect the health of colleagues and customers, we ask that you please don’t make any non-essential visits to branch or agency at this time Tosupport this we’ve made some changes to our maturity process.

You’ll get a call from your local branch to discuss your upcoming savings maturity and, if you’re happy for them to, a member of the branch/agency team will organise your maturity so you don’t have to worry about visiting.

We’ve also extended the penalty free access period to two months, so you can leave your money where it is and not rush your decision today. This also applies to online maturities.

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What’s the process if I want to close my account or do an internal transfer to an existing YBS account?

You need to send the form provided into branch and we’ll organise the rest. When closing accounts we can either issue a cheque or organise a faster payment, dependant on the amount.

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If I want to do a product transfer, what do I need to do?

You can discuss this over the phone with your local branch/agency when they call you and they’ll send out the relevant paperwork for you.

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Other FAQs

How will the change in the Bank of England base rate impact my variable rate mortgage or savings account?

We are reviewing the impact of this change but we want you to know that as a mutual which is owned by its members, it is our priority to deliver highly competitive but sustainable rates for both our savers and borrowers.

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How do I know my money is safe?

You can be reassured that we’re financially strong and secure, as we’re well-placed to deal with any economic uncertainty and we are also covered by the Financial Services Compensation Scheme (FSCS).

This scheme was set up to ensure consumers’ deposits are protected if a financial service provider goes out of business or doesn’t have enough money to pay back savers’ deposits. All deposits of up to £85,000, or £170,000 for joint accounts, are guaranteed under the FSCS. For more information on the scheme, click here.

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My mortgage product’s deal term is coming to an end in the next few months, what are my options?

We’re continuing to provide existing customers with the opportunity to switch deal with us up to 90 days before their current product deal term ends. This can be done online or over the phone. We’re not able to offer appointments in branch at the moment but you can call your local branch within the hours listed on the right hand side of this page.

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How can I keep myself safe from fraud?

Some criminals are using the outbreak of coronavirus as an opportunity to commit fraud by scamming people. Scams can take many forms, so we’d ask you to be particularly careful at this time. Stop and think before taking any action to move your money, and never feel pressurised to do so. If you are unsure about the person you are giving your money to, then don’t.

Please remember, we will never ask you to move money to a safe account or reveal your password or PIN. You can find out how to protect yourself against financial crime here.

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I’m worried about the impact of coronavirus on my finances. What support are you able to offer?

We’re committed to supporting our customers who may be affected by coronavirus. If you have been impacted by coronavirus, we’ll try and support you in whatever way we can. You can get in touch with us here

I’m worried about being able to pay for my home insurance due to COVID-19, what can I do?

We are here to help so if you are worried about being able to pay for your Home Insurance due to COVID-19, please get in contact as soon as you can. You can email RSA at priority.mailbox@uk.rsagroup.com or call them on 0330 102 2829. RSA will get back to you as soon as possible to discuss the options available to you. Rest assured all conversations are confidential.

If you are unable to do this yourself or would prefer that they discuss your policy with a family member or friend, they need your permission to do this. Please let them know if this is the case.

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I’m worried about being able to pay for my Mortgage Payment Insurance due to COVID-19, what can I do?

If you are worried about being able to pay your monthly premium for Mortgage Payment Insurance (MPI) due to COVID-19, we can help.

If you’ve already asked for a payment holiday on your mortgage then we’ve automatically included a payment holiday for the MPI premiums as part of that arrangement, so you don’t need to do anything further.

As MPI premiums are paid as part of the monthly mortgage payment you can defer payment of these MPI premiums by requesting a payment holiday on your mortgage.

You can apply using the online payment holiday form or by calling us.

In addition or as an alternative, you may wish to review your cover levels to check that they remain appropriate for your needs, if you would like to make any amends to your policy you can do this by calling us on 0345 1 200 200.

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I’ve needed to self-isolate so can’t get to my local branch or agency. How can I access my money?

You can use our online services to help you manage your everyday banking needs without having to leave your home. You can learn more about how you can access these and what you can do here.

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If anything changes, will you let me know?

If we need to close any of our retail branches or agencies temporarily, we’ll let you know on our website, social media or via email if we hold a valid email address for you. If we change the hours our phone lines are open we’ll let you know on the website too.

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What if I need to access my fixed deposits?

We understand this is a difficult time and customers may need access to their savings unexpectedly. We’ll do everything we can to help customers adversely financially affected by Covid-19, including waiving restrictions on fixed rate accounts. We’d encourage any customer who is worried to talk to us on 0345 166 9219.

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How are you supporting your staff during Covid-19?

Our priorities as a business at the moment are simple – and there are only two; the first is protecting our colleague’s health and wellbeing, the second is making sure we continue to give you, our customers, the support you need during this difficult time.

To give much needed additional support to our colleagues as well as respecting self-isolation and social distancing guidance, we’ve made a number of changes in our branches and agencies and we’re promoting our Flexible Working Policy and Practices to ensure colleagues feel able to juggle both home and work, especially during this uncertain time.

Our colleagues’ mental wellbeing is very important to us and we already have existing tools in place to help with this, such as ‘Unmind’ which is a Mental Health platform.

We will continue to do all we can to help our customers but please only visit branches and agenices for essential queries/transactions to help us all stay safe and well.

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Will the AGM still go ahead?

We’re legally obligated to hold our AGM and are working on alternative arrangements which will allow us to hold the AGM, but respect the new rules around social distancing by not requiring members to attend in person.

We will always follow government guidance and as the position changes we’ll continue to monitor this nearer to the date of the AGM taking place. We’re considering various options and will advise members through email, website updates and press notices, as we stated in our coronavirus update that was included in the AGM communications. You can find out more on the AGM site.

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Where can I find the latest medical information about coronavirus?

You can find the latest advice from the NHS here and advice from the World Health Organisation (WHO) here.

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If you’re having difficulties meeting your next mortgage payment

We are currently experiencing a higher than usual volume of calls as we support customers impacted by coronavirus. If you wish to request a payment holiday you can now do that online. You don’t need to provide any documentation; you will just need to self-certify that your income has been either directly or indirectly impacted by COVID-19.

Visit payment holiday page

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