We understand these are challenging times and that you, or someone you know, may already be affected by the Covid-19 health emergency. We are keen to speak to all our customers who are concerned about their ability to meet their mortgage payments, but we are currently experiencing extremely high call volumes, with wait times often in excess of 60 minutes.
We want to assure you that we are doing everything we can to help our customers as quickly as possible, but we need to speak to those in the most vulnerable positions first so we would ask you to think about how urgent your call is before making it. If your next mortgage payment is not due for more than a week we would encourage you to wait and call a week before your payment date. This will help customers with more urgent concerns to contact us and is likely to save you time, as we expect call volumes and waiting times to reduce over the coming days.
To help alleviate any concerns you may have about how Covid-19 may impact your ability to pay your mortgage today or in the future, we have developed some frequently asked questions, which we hope will help provide the reassurance you may be looking for.