Covid-19 (Coronavirus) Update 2

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In light of the ongoing situation relating to COVID-19, we are taking the necessary steps to protect our colleagues and continue to provide services to members.

We’re having to do things a little differently to maintain services to members so it may take longer than usual to respond to your calls, emails and online and postal requests.  In addition, with a number of colleagues working from home we are not able to issue cheque withdrawals with immediate effect.  Instead please request a bank transfer to a bank account in your name.

So that we can support those in the most vulnerable situations we ask that you only call if your enquiry is urgent.  You can still use our online service or email us with non-urgent queries. If you would like to speak to us it may take some time for us to answer.

Given the challenges of handling mail, we are also recommending you use the online service wherever possible to avoid unnecessary delays.

Keeping updated on our service availability

  • Please continue to check our website regularly for updates.
  • We may send you email updates about our service availability during the current challenging times. If you haven’t already provided us with an email address so we can keep you updated by email please do so by emailing [email protected] or [email protected] along with a contact phone number.  We will call you back to go through security to confirm your email address.
  • You can also register to use our online service by clicking on the ‘Register’ button here.


Members in financial difficulty

We’re committed to supporting members who are worried about their finances as a result of COVID-19. If you are experiencing or foresee any financial difficulty, please get in touch as soon as possible by emailing us at [email protected] or call us on 01535 650 770.

We will look at every situation on an individual basis to understand how we can support you.  Amongst other options we may be able to offer you a payment holiday on your mortgage of up to three months. This option isn’t suitable in all situations and where payments are deferred for a time you will need to make up these repayments in the future, which could be over the remaining term of the mortgage.

If you would like to request a mortgage payment holiday of up to 3 months please email us on [email protected], providing your mortgage account number and the best contact phone number for us to reach you.  Please do not provide any additional background information at this stage. Once we’ve received your email, we’ll be in touch to discuss your individual circumstances further.

Please remember that our colleagues are also affected by the current situation so we thank you for your patience and understanding at this time.

Published: 23 March 2020

Author: Laura Baines