To help alleviate any concerns you may have about how Covid-19 may impact your cases with us and the impact on your clients, we have developed some frequently asked questions, which we hope will help provide the reassurance you may be looking for.
We have also provided some customer focused frequently asked questions for your clients.
Frequently asked questions
I notice that you have removed some products from both the Residential and Buy to Let ranges, why is this?
We want to ensure that we continue to be a fair and responsible lender, so we’ve decided to remove some of our product ranges to try and protect our customers during this uncertain time.
Please check our product guide for the latest available offerings.
Will you be changing any of your rates again soon?
We regularly update our rates as applicable to the needs of the marketplace.
Is the lead time for my new cases going to be longer now?
We do not anticipate any disruption to our servicing capacity, or our Application to Offer lead times.
Are you still offering products with cashback / free legal aid / free valuations?
Current products are available via your sourcing system of choice and will detail any incentives or features that are available depending on the product most applicable for your client.
Is your third party free legal partner still operating and how?
We use Enact as our free legals supplier and like many of us, they are now working from home. They are still working to their usual service levels and are able to service your clients as usual, albeit no face-to-face appointments.
Can I call you on behalf of my client?
Yes, if your client has given us their consent. They can do this over the phone, and the consent would last for three months.
My client is already in arrears and concerned they could have their home repossessed, will you be making exceptions?
From Thursday 19 March 2020, and in line with government guidance, we are not taking any legal action that could result in repossession at least until 31 October 2020.
My client is already in arrears and very worried about the effect that Covid-19 could have on them?
If your client is affected by Covid-19 and concerned about the impact on their income, please ask them to speak to our team as soon as possible, or provide us with the consent to allow you to speak to us on their behalf. We will review the changes to their circumstances and look at what options may be available to them.
My client is asking me if they can have a payment holiday, what should I tell them?
Our frequently asked questions for customers will help you to answer many of their questions around payment holidays. Some of the key points for you to know are:
- If your client will struggle to make their mortgage payment due to the Covid-19 health emergency, then a payment holiday or other appropriate option for support will be made available to them.
- A payment holiday is a way to defer their monthly instalment, but it will still be payable in the future and your client’s account will still accrue interest; which means a payment holiday may not always be the best option for everyone.
- For your Buy to Let clients, payment holidays are being provided on the understanding that this relief will be passed on to their impacted tenants.
What number should I give my client if they need to contact you?
0333 300 0921, 9am – 5.30pm Monday to Friday.
We’re available to help all our customers and our team are doing their best under difficult circumstances, but we need to be able to speak to those in the most vulnerable situations first, so we would ask your client to think about how urgent their call is before making it. If your client is worried about their ability to pay their mortgage, they should call our team seven to five days before their next monthly payment is due.