Supporting customers affected by coronavirus

Last updated 22 January 2021

We're working to make sure we 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’ll update this page regularly to keep you informed.

We’re currently experiencing very high call volumes. Please only call us if you really need to. That way we can help those most in need.

Get help with your mortgage

We’re committed to supporting our mortgage customers who’ve been financially affected by coronavirus.

There are a number of options available – whether you’ve already taken a mortgage break or not.

Switch your deal

If you can still make your mortgage payments, but your finances are tight right now, switching your deal - if eligible - might be a good way to reduce your monthly payments.

Find out about switching your mortgage deal

Mortgage payment breaks and holidays

If you're not able to make your mortgage payments due to coronavirus, you can apply for a 3 month break.

You can then apply for a further 3 months if you need it.

Keep in mind that if you take a payment break, interest will continue to build at your usual interest rate. This means the total amount of interest you pay over the term of your mortgage will increase.

Apply for a mortgage payment break

If you’ve already had 6 months of payment support

You can’t apply for another payment break. We’ll send you a letter to let you know when your payment break is coming to an end, and what you can do next.

Help is still available if you still aren’t able to make your payments, please visit our Money worries page to see how we can support you.

See our Money worries page

Other information you may find useful


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.

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