How we're supporting customers affected by Coronavirus

Last updated 27 March 2020

We know that recent developments around Coronavirus (COVID-19) will be concerning for lots of you and causing disruption to your daily lives.

We’re keeping a close eye on the situation and have put in place measures to support you during any personal disruption, ill health or financial difficulty arising from Coronavirus.

Service updates

We're working to ensure that we continue to provide you with the best possible service during the Coronavirus outbreak whilst safeguarding the wellbeing of our teams. There may be some disruption or changes to our services, but we will be updating this page regularly to keep you informed of any changes.

We’re currently experiencing extremely high call volumes. Please only call us if absolutely essential, that way we can help those most in need.

Worried about money?

Our Specialist Support team has dedicated services to help you through challenging times. We've introduced mortgage payment holidays for those who have been affected by Coronavirus.

Request a payment holiday

Due to high volumes of applications right now, it might take us slightly longer to get back to you. Please bear with us and avoid calling in for an update.

Valuations

The current government guidelines mean valuers are unable to carry out physical mortgage valuations. As a result, we’re working urgently to carry out as many automated valuations and remote valuations as possible.

If a further physical valuation is required, the application will be put on hold until this is possible.

Offer expiry

We understand that the current situation means you may need to extend your mortgage offer.

If you’re one month from offer expiry and need an extension, we will allow a three month extension – subject to eligibility criteria.

We’re working to introduce an online form but in the interim please request any urgent offer extensions by emailing TMWEscalationPBS@themortgageworks.co.uk and include the mortgage reference number and your name. You should only contact us if the original offer is within 30 days of expiry.

Protect yourself from fraud

Be aware that some criminals are using Coronavirus to trick people into sharing personal or financial information.

Watch out for:

  • Cold calls from criminals pretending to be from The Mortgage Works or other respectable organisations.
  • Emails that ask you to click on a link to log in, update information, or to access important news.

Stay safe:

  • Remember that The Mortgage Works will never ask you to move money to a safe account.
  • Do not click on links within emails – go direct to the site using the web address you know to be correct.

See more about the latest scams and how to beat them