How we're supporting customers affected by Coronavirus

Last updated 16 October 2020

Get help with your mortgage 

We’re committed to supporting our mortgage customers who’ve been financially affected by coronavirus. There’s a number of ways we can help.

Our Home Support Hub contains the full range of options available to help you with your mortgage payments.

Visit the Home Support Hub

If you have been unable to make your direct debit payment or you have cancelled your direct debit payment this month, you’ll need to do one of the following as soon as possible. This is to prevent negative impact on your credit file:

If your payment is due by the end of the month and you haven’t done either of the above, we’ll contact you to talk through your options and do everything we can to help.

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.


We’re continuing to assess properties using desktop based valuations, rather than physical valuations, where possible. These are currently being booked within 10 working days.

Extending a mortgage offer

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

A month or less on your mortgage offer?

If you’re one month from offer expiry and need an extension, we will allow a 3 month extension period, if you’re eligible.

What you need to do

If there are 30 days or less until your mortgage offer expires, you can request an extension on our online form. Please note, this form is hosted by Nationwide Building Society. The Mortgage Works is the specialist lender of Nationwide Building Society.

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