Existing customer support number: 0800 298 5714

Here to support you

We understand you may be worried about the impact the Coronavirus (COVID-19) situation could be having on your finances. Please be assured we’re here to support you and will help you if we can.

Our team will deal with your emails and calls as quickly as possible. Please bear with us and rest assured we’ll get back to you as soon as we can. We would ask that you please leave our phone lines free for those in greatest need of help, but if it’s essential you speak with someone, you can call us on 0800 781 8558.

We're aware that there are delays to the postal service across the country and whilst we're not currently experiencing these delays, we'll be sure to keep you updated should this change.

A full list of frequently asked questions and answers is available here.

Details of COVID-19 support schemes that may be available to you can be found here.

You’d like to request YOUR FIRST mortgage payment holiday

If you’re able to maintain your regular mortgage payments then you should continue to do so. However whether you’re a homeowner or a landlord, if you’re concerned that your ability to pay has been affected by Coronavirus and you think you may struggle to make a mortgage payment, and you’ve not already had a payment holiday of up to three months, you can request one now.

The quickest way for you to apply for a mortgage payment holiday is to complete our online mortgage payment holiday form.

You’re a BUY TO LET customer and you’ve already taken a mortgage payment holiday but continue to experience financial difficulties

If you’re concerned about your ability to make future mortgage payments, we may be able to consider further forbearance which may include an extension to your payment holiday.

Requesting an extension to a current payment holiday too soon may not be the right thing for you to do. If you believe you’re going to experience ongoing financial difficulties, please don’t contact us until the month before your final deferred payment is due. This will help us to prioritise dealing with customers who have imminent need of further assistance and ensure that you have a full understanding of your circumstances as your current payment holiday comes to an end.

The quickest way for you apply for a mortgage payment holiday extension is to complete our online buy to let mortgage payment holiday extension form.

You’re a RESIDENTIAL customer and you’ve already taken a mortgage payment holiday but continue to experience financial difficulties

If you’re concerned about your ability to make future mortgage payments, we may be able to consider further forbearance which may include an extension to your payment holiday.

Requesting an extension to a current payment holiday too soon may not be the right thing for you to do. If you believe you’re going to experience ongoing financial difficulties, please don’t contact us until the month before your final deferred payment is due. This will help us to prioritise dealing with customers who have imminent need of further assistance and ensure that you have a full understanding of your circumstances as your current payment holiday comes to an end.

It’s important to remember that if you take a payment holiday extension, the money is still owed and the interest on the mortgage still accrues during the holiday, this will increase the amount you pay over the remaining term of the mortgage.

Whilst the status of a mortgage payment holiday is not reported negatively to the Credit Reference Agencies, we don’t know how other lenders may use this information when making future lending decisions. For example, they may take into account other information including payment information provided by you or bank account information.

As with your previous payment holiday we’ll work on the assumption that if we don’t hear from you to discuss repayment options, before payments recommence, that you wish to repay the unpaid amounts over the remaining term of your mortgage.

We’ll recalculate your payments to ensure the amount unpaid during the payment holiday is repaid within the current term. This means that more interest is paid over the term of the mortgage and your monthly payments will increase at the end of the payment holiday. Alternative options to repay the amount you owe include paying that amount as a lump sum payment or with additional monthly payments, over a shorter period of time. Both these options will cost you less over the remaining term of the mortgage.

What information we’ll need from you

To enable us to support you, we’ll need a full understanding of your current household income and outgoings. We are working alongside Paylink Solutions to enable our customers across the Group to complete an online income and expenditure form.

Please click here to access the system and the form.

Please note that you will be directed to an external website where you will see reference to all brands within our Group. Charter Court Financial Services announced its combination with OneSavings Bank in 2019, a retail savings and specialist lending group with a family of distinct brands.

Should you have any questions before completing the form please see our FAQs or contact us directly.

Once we have confirmation that you’ve completed the process, we’ll review the information provided.

How we’ll help once we’ve received your income and expenditure form

We’ll write to you within 7 days to confirm a further payment deferral period has been agreed, or if further information is needed, a member of our team will call you to discuss your current circumstances to get a better understanding of how we can provide help and guidance. We’ll then agree with you the best practical way forward by putting affordable arrangements in place.

Please be aware though, that we’re unable to offer advice about debts you hold with other organisations and in such instances, you should speak to the organisation involved or approach an independent free debt advice service. Contact details for some of these are listed below.

Ongoing help and support

We’ll continue to monitor your account and work with you to help ensure that any financial hardship is limited. If your circumstances change at any point and in any way, please do get in touch with us so that we can review the arrangements we have in place.

Your mortgage payment holiday is due to end and you’d like to make alternative arrangements to repay your missed payments

Unless you tell us otherwise, any mortgage payments missed during a payment holiday period will be capitalised to your mortgage. This means that your outstanding mortgage balance will increase and the total amount of interest you pay over the remaining term of your mortgage will also increase. To help you understand what ‘capitalised’ and ‘capitalisation’ mean we’ve included a definition in our frequently asked questions.

There are other options available to you if you don’t want to add the capitalised amount to your mortgage. You can choose to:

  • Repay the amount now as a single lump sum.
  • Repay the amount over a shorter period of time by increasing your monthly payment.
  • Discuss the possibility of arranging an extension to your mortgage term. Before any term extension can be agreed, we will need to talk with you to gain a full understanding of your circumstances.
How these options work
Paying a lump sum

Before we can recalculate your monthly payment you’ll need to repay the capitalised amount. Please call us on 0800 298 5714 to speak to a member of the team who’ll confirm this payment amount. Once we’ve received your payment, we’ll write to you confirming your new monthly payment amount.

You can choose to pay the lump sum by debit card or by bank transfer.

Debit card payments

You’ll need a debit card in your name and registered to the security address, or the correspondence address we hold if you have a buy to let mortgage. Please note we’re unable to accept payments from credit cards.

Bank transfer payments

To make a payment by bank transfer please call us on 0800 298 5714 to confirm the relevant bank details.

Increasing your monthly payment amount

If you’d rather not capitalise your missed payments, which could mean you reduce the amount of interest charged over the term of your mortgage, we can make arrangements with you to increase your normal monthly payment amount so that you repay the capitalised amount over a shorter period of time. This will reduce the amount of interest charged over the term of your mortgage as a result of the payment holiday. The quickest way for you to request this is to complete our online opt out of capitalisation form.

We'll contact you within 5-7 working days to confirm your new monthly payment.

Extend the term of your mortgage

Extending your mortgage term will result in you paying more interest over the term of your mortgage, we therefore need to fully understand your circumstances so we can determine why you are making the request and whether we can agree to a term extension.

To enable us to support you, we’ll need a full understanding of your current household income and outgoings. We are working alongside Paylink Solutions to enable our customers across the Group to complete an online income and expenditure form.

Please click here to access the system and the form.

Please note that you will be directed to an external website where you will see reference to all brands within our Group. Charter Court Financial Services announced its combination with OneSavings Bank in 2019, a retail savings and specialist lending group with a family of distinct brands.

Should you have any questions before completing the form please see our FAQs or contact us directly.

Once we have confirmation that you’ve completed the process, we’ll review the information provided.

If we’re unable to agree to your mortgage term extension request, we’ll explain the reason why and explain what other options are available to you.

Please note that we’re unable to offer financial advice and it may be necessary for you to seek independent financial advice. The website Unbiased.co.uk can help you find a financial adviser in your local area.

You may find it useful to read our booklet ‘Support with financial difficulties’. We’ve also listed a variety of third party websites and documents that offer free additional support.

Additional help and support

The Money and Pension Advice Service have created a Money Navigation Tool for those affected financially by COVID-19.

Some additional links to debt advice organisations where free advice and support are available.

Your mortgage is secured on your home. Think carefully before securing other debts against your home.
Your home may be repossessed if you do not keep up repayments on your mortgage.