Mortgage Club: COVID-19 update

During this very difficult time, we want to reassure all our Mortgage Club Members that we will continue to support you while we all deal with the current developments of the Coronavirus.

Safety of our colleagues, members and business partners is absolutely key, and, in that context, we want to ensure that your business is impacted as little as possible when dealing with us.

Below you can find some frequently asked questions about what we are currently doing to minimise impact on our Club Members. If you still have concerns or questions after reviewing the FAQ’s, please contact our Mortgage Support Services team on 01226230504 or via the Live Chat on our website.

FAQs

Which lenders are offering payment holidays for customers affected by COVID-19?

Payment Holidays: Last updated 07/04/2020 - 16:36

Lender payment holidays
Lender Current Stance Process Product Transfers allowable? Change to Interest Only
Accord Yes, 3 month payment holiday available for customers affected by Coronavirus Please click here for more information Yes Case by case
Aldermore  Yes, 3 month payment holiday available for customers affected by Coronavirus
Please click here for more information No Yes
Ahli United TBC TBC TBC TBC
Bank Of Ireland/Post Office Yes, 3 month payment holiday available for customers affected by Coronavirus

Please click here and complete the online form for a call back

TBC Yes
Barclays Yes, 3 month payment holiday available for customers affected by Coronavirus Please click here to complete the online form Yes, but must do this before requesting the payment holiday Case by case
Bath BS Yes, 3 month payment holiday available for customers affected by Coronavirus

Please click here or use to the online live chat facility to request

 

Yes Yes
Beverley BS Yes, 3 month payment holiday available for customers affected by Coronavirus

Please call 01482 881510 or click here to request a call back

N/A TBC
Bluestone Yes, 3 month payment holiday available for customers affected by Coronavirus Please click here for more details N/A  N/A
BM Solutions Yes, 3 month payment holiday available for customers affected by Coronavirus Please call 0345 300 2627 Option 5, Option 2, Option 1 (specific to payment holiday) TBC No
Buckinghamshire Yes, 3 month payment holiday available for customers affected by Coronavirus

Please click here to email to request holiday

No Yes
Cambridge Yes, 3 month payment holiday available for customers affected by Coronavirus

Please call 0345 601 3344 to discuss

Yes Will consider each application
Central Trust  Yes, 3 month payment holiday available for customers affected by Coronavirus

Please click here for more information

 No No
Chorley Yes, 3 month payment holiday available for customers affected by Coronavirus

Please click here to email to request a call back

Case by Case  Case by Case
Clydesdale Yes, 3 month payment holiday available for customers affected by Coronavirus

Please use the following link for contact details

TBC TBC
Coventry Yes, 3 month payment holiday available for customers affected by Coronavirus

Please click here to complete the online form to request a call back

 Yes No
 Cynergy Bank TBC

TBC

TBC TBC
Coutts TBC

TBC

TBC TBC
Danske Bank TBC

TBC

TBC TBC
Darlington Yes, 3 month payment holiday available for customers affected by Coronavirus

Please click here to email - title email 'Payment holiday' and provide all account details

TBC  TBC
Digital Mortgages  Yes, 3 month payment holiday available for customers affected by Coronavirus
Please click here for more information No No
Dudley Yes, 3 month payment holiday available for customers affected by Coronavirus Please call: 01384 231414 or click here to email. No No
Earl Shilton Yes, 3 month payment holiday available for customers affected by Coronavirus  Please call 01455 844422,or click here to request a call back Customer can extend existing product Yes
Family BS Yes, 3 month payment holiday available for customers affected by Coronavirus Please click here to request a call back Yes Yes
First Trust Yes, 3 month payment holiday available for customers affected by Coronavirus Please call 02890821670 or click here to email Yes Yes
Fleet Yes, 3 month payment holiday available for customers affected by Coronavirus Please click here for full details N/A  N/A
Foundation Yes, 3 month payment holiday available for customers affected by Coronavirus Applicant to call - 0344 770 8030  N/A TBC
Furnace Yes, 3 month payment holiday available for customers affected by Coronavirus
Please click here for more details TBC TBC
Gatehouse Bank Yes, 3 month payment holiday available for customers affected by Coronavirus Please click here to request a call back N/A TBC
Halifax  Yes, 3 month payment holiday available for customers affected by Coronavirus Please click here to request a call back TBC No
Hanley Yes, 3 month payment holiday available for customers affected by Coronavirus Please call 01782 255000, option 6 or send this form Yes Yes
Harpenden Yes, 3 month payment holiday available for customers affected by Coronavirus Please call 01582 463133to discuss this further Yes  Yes, as long as normal term date can accommodate PT rates, then the client can continue
Hinckley & Rugby BS Yes, 3 month payment holiday available for customers affected by Coronavirus Please click here to request a call back Yes Case by Case
Hodge BTL Yes, 3 month payment holiday available for customers affected by Coronavirus Please click here to email or call 0800 138 9109 to discuss No Yes
Hodge Lifetime Yes, 3 month payment holiday available for customers affected by Coronavirus
Please click here for more details No No
HSBC  Yes, 3 month payment holiday available for customers affected by Coronavirus
Please click here to request payment holiday Yes Case by Case
Interbay TBC TBC TBC TBC
Investec TBC TBC TBC TBC
Ipswich TBC TBC TBC TBC
Ipswich BS Yes, 3 month payment holiday available for customers affected by Coronavirus Please click here to email or call 0330 123 0773 to discuss TBC TBC
Kensington Yes, 3 month payment holiday available for customers affected by Coronavirus  Please call 0333 300 0921 to discuss further Apply as remortgage Case by Case
Kent Reliance Yes, 3 month payment holiday available for customers affected by Coronavirus Please click here to request a call back Yes No
Keystone TBC TBC N/A TBC
L&G Home finance Yes, 3 month payment holiday available for customers affected by Coronavirus
Please click here for more details  N/A N/A
Landbay  Yes, 3 month payment holiday available for customers affected by Coronavirus
Please call 0330 053 6825 to discuss further No No
Leeds BS Yes, 3 month payment holiday available for customers affected by Coronavirus
Please click here for more information TBC TBC
Leek United Yes, 3 month payment holiday available for customers affected by Coronavirus

Please call one of the following numbers - Consumer 0808 169 6680 Brokers  0808 281 9309

Yes Yes
LendInvest     Not Applicable  
Lloyds Banking Group Yes, 3 month payment holiday available for customers affected by Coronavirus

Halifax - Please click here to request holiday

BM Solutions -  Please call 0345 300 2627 Option 5, Option 2, Option 1 (specific to payment holiday)                                                

Scottish Widows - Please call 0800 001 5145

 

Yes Yes
LV= Not Applicable

Not Applicable

Not Applicable Not Applicable
Marsden Yes, 3 month payment holiday available for customers affected by Coronavirus Please call 01282 440 500 to discuss Case by case No
Mansfield TBC TBC TBC TBC
Masthaven Yes, 3 month payment holiday available for customers affected by Coronavirus Please call 0207 036 2012 or click here to email to discuss futher Yes Yes
Melton Yes, 3 month payment holiday available for customers affected by Coronavirus Please call 01664 414141 to discuss Yes Yes
Metro Yes, 3 month payment holiday available for customers affected by Coronavirus Please call 0345 319 1200 to discuss further Yes Yes
More2Life Not Applicable Not Applicable Not Applicable Not Applicable
Natwest Yes, 3 month payment holiday available for customers affected by Coronavirus Please click here to request payment holiday Yes, once  payment holiday has been completed TBC
Nationwide Yes, 3 month payment holiday available for customers affected by Coronavirus Please click here to request payment holiday Yes Case by case
Newbury Yes, 3 month payment holiday available for customers affected by Coronavirus Please call 01635 555 700 to discuss further Yes Yes
Newcastle Yes, 3 month payment holiday available for customers affected by Coronavirus Please click here to discuss further Yes Case by Case
Nottingham Yes, 3 month payment holiday available for customers affected by Coronavirus Please click here to email using the heading Covid 19 Payment Holidays and include all mortgage account details Yes Case by case
One Family TBC TBC Not Applicable TBC
One Savings Bank Yes, 3 month payment holiday available for customers affected by Coronavirus Please click here to request a call back Yes No
Paragon Yes, 3 month payment holiday available for customers affected by Coronavirus Please click here to email with the heading Covid 19 payment holiday and include full mortgage account details N/A   N/A
Paragon - 2nd Charge Yes, 3 month payment holiday available for customers affected by Coronavirus Please click here for further information N/A N/A
Penrith BS Yes, 3 month payment holiday available for customers affected by Coronavirus
Please click here to email or call 01768 863675 (option 1) to discuss further No TBC
Pepper Money Yes, 3 month payment holiday available for customers affected by Coronavirus  Please call 03333 701 101 or click here to discuss further No No
Platform Yes, 3 month payment holiday available for customers affected by Coronavirus Please click here for further information Yes  Case by Case
Precise Yes, 3 month payment holiday available for customers affected by Coronavirus Please click here for further information Yes TBC
Principality Yes, 3 month payment holiday available for customers affected by Coronavirus Please click here and complete the online form Yes No
Progressive Yes, 3 month payment holiday available for customers affected by Coronavirus Please click here to request a call back N/A TBC
Pure Retierment TBC TBC Not Applicable TBC
Reliance Bank Yes, 3 month payment holiday available for customers affected by Coronavirus Please click here to email. Customer to email with name, postcode, account number and circumstance No Case by case
Saffron  Yes, 3 month payment holiday available for customers affected by Coronavirus
Please click here for more information and to complete the online form N/A TBC
Santander Yes, 3 month payment holiday available for customers affected by Coronavirus Please click here to request payment holiday Yes No
Scottish Widows Yes, 3 month payment holiday available for customers affected by Coronavirus please call 0800 001 5145 to discuss further TBC No
Shawbrook Yes, 3 month payment holiday available for customers affected by Coronavirus Please click here to request a payment holiday or call 0344 892 0155 to discuss. No No
Skipton Yes, 3 month payment holiday available for customers affected by Coronavirus Please click here to email and provide mortage account number and best number for return contact N/A Case by case
Stafford Railway Yes, 3 month payment holiday available for customers affected by Coronavirus Please call 01785 223212 option 1 to discuss No Yes
State Bank of India TBC TBC  Not Applicable TBC
Swansea Yes, 3 month payment holiday available for customers affected by Coronavirus applicants to call 01792 739110 to discuss Case by case Case by case
Teachers Yes, 3 month payment holiday available for customers affected by Coronavirus

Please call: 0800 378669 or click here to email.                 Each case reviewed individually

 

Case reviewed individually.  Contact lender

Case reviewed individually.  Contact lender 
The Mortgage Lender Yes, 3 month payment holiday available for customers affected by Coronavirus Please call 0344 257 0427 and speak to the dedicated staff to discuss this N/A N/A
TMW Yes, 3 month payment holiday available for customers affected by Coronavirus Please click here to request payment holiday Yes Case by case
Tipton Yes, 3 month payment holiday available for customers affected by Coronavirus Please click here to request a call back Case by case Case by case
Together Yes, 3 month payment holiday available for customers affected by Coronavirus Please click here to request a call back Yes No
TSB Yes, 3 month payment holiday available for customers affected by Coronavirus Please click here to request payment holiday TBC TBC
United Trust Bank Case By Case Please click here to email to request call back Not Applicable TBC
Vernon Yes, 3 month payment holiday available for customers affected by Coronavirus Please call 0161 429 4306 to discuss  Yes Yes
Vida Home Loans Yes, 3 month payment holiday available for customers affected by Coronavirus Please click here to request a payment holiday or call 0344 892 0155 to discuss. No Yes
Virgin/Clysdale Yes, 3 month payment holiday available for customers affected by Coronavirus Please click here for further information Yes Case by case
West Brom Yes, 3 month payment holiday available for customers affected by Coronavirus Please click here for further information Yes TBC
Zephyr Home Loans  Yes, 3 month payment holiday available for customers affected by Coronavirus
Please click here for further information  N/A N/A
Yes
Interbay
Interbay
Investec
Kent Reliance
Kent Reliance
Yes, 3 month payment holiday available for customers affected by Coronavirus
Yes, 3 month payment holiday available for customers affected by Coronavirus
Yes, 3 month payment holiday available for customers affected by Coronavirus

What impact will a payment holiday taken due to the COVID-19 pandemic have on my customers credit score?

FCA guidance makes clear to firms that they should ensure that taking a payment holiday will not impact the credit score.

What criteria / underwriting changes have lenders made as a result of the COVID-19 pandemic? (e.g. offer validity, valuations, ID&V)

Criteria changes: Last updated 01/04/2020 - 15:40

Lender payment holidays
Lender Offer Validity Changes  Electronic ID&V Valuations

Criteria Changes

(see SmartrCriteria for full details)

Accord No Change Allow electronic ID&V, Lender does not require a broker to certify original documents for ID&V purposes.  AVM’s will be instructed for the following:

Residential purchases, where the maximum loan-to-value (LTV) is 75% or below

Residential re-mortgages, where the maximum LTV is 85% or below

Buy-to-let re-mortgages, where the maximum LTV is 65% or below

Physical valuations are required for the below and will there for paused at valuation stage:

New build, Flats, BTL purchases, Properties in NI, Non-standard methods of construction, Properties valued at more than £1m
No longer lending on BTL, Newbuild, Non standard construction or flats, purchase price over £1m or properties in NI
Aldermore Case by case Allow electronic ID&V, using a system that checks application data against a variety of public databases. If this does not pass the expected threshold then proof of identity and residency, as appropriate, will be required.

Desktop valuations will be carried out on the following cases:                                 Residential - Remo/Purchase max LTV85%                                              BTL - Remo/Purchase max LTV75% Inside M25 upto £1m                         Outside M25 upto £750k

All other applications will require a physical valuation will be placed on hold.

Max LTV BTL 75%, NO HMO or MUB, Max LTV resi 85%, No help to buy

Bank Of Ireland/

Post Office

No change Allow electronic ID&V Drive by Max LTV 85%
Barclays TBC AVM up to 80% LTV on Residential, and 75% LTV on BTL. Where a Physical valuation is required, cases will be paused until the valuation can be done. AVM up to 80% LTV on Residential, and 75% LTV on BTL. Where a Physical valuation is required, cases will be paused until the valuation can be done. Lender confirmed, no changes made
Bath BS

No change

Electronic ID&V not accepted. Physical valuation Lender confirmed, no changes made
Bluestone Paused lending Paused lending Paused lending Paused lending
BM Solutions Yes, 3 months LBG sign off each individual ID&V provider before they no longer require documents to be certified or provided AVM & desktop Max LTV 60%
Buckinghamshire Case by case Electronic ID&V not accepted. Physical valuation Lender confirmed, no changes made
Cambridge

Will extend offers

by up to 3 months

Allow electronic ID&V through Digidentity.  In all other cases lender requires  copy of the passport or driving licence Using an assisted AVM in some residential remortgages. In all other cases a Physical valuatioin is required, and these cases are on hold for now. £ for £ remortgage only, Max LTV resi 80%, Max LTV BTL 75%, Top slicing and Holiday lets no longer lending
Central Trust No Lender requires broker to see and verify original documents  AVMs used for loans up to £50k and/or 75% LTV. All other cases would require a Physical valuation, which will be done at earliest opportunity  Applicants who are employed or self employed in the sectors adversely affected by the current pandemic are no longer acceptable. E.g. Travel, Retail, Hairdressers, Entertainment/Leisure, Hospitality and construction
Chorley

Extending by

3 months

 Allow electronic ID&V, Lender does not require a broker to certify original documents for ID&V purposes. If lender cannot trace the client, copies of the orginal documents are required Cases will not be progressed beyond Offer until a physical valuation can be completed  Lender confirmed, no changes made
Clydesdale No Change TBC AVM is used for lower LTV cases. Where a Physical Valuation is required, this will be completed as the earliest opportunity Max LTV 60%, Remortgage business only, BTL Lending Paused
Coventry

Allow electronic ID&V,

Lender does not require broker to certify original documents for ID&V purposes.

Allow electronic ID&V AVM & remote valuation can be acarried out to the max LTV of 65%  No longer accepting cases above this LTV so physical valuations are not required

Max LTV Resi & BTL 65% LTV, Max LTV for Flats 50% (product transfers unaffected)

Darlington TBC TBC  Full valuation required cases will be placed on hold until they can be completed TBC

Digital

Mortgages

Paused lending Paused lending  Paused lending Paused lending
Dudley Paused Lending Paused Lending Paused Lending Paused Lending
Earl Shilton No change Electronic ID&V not accepted. Lender confirmed, no changes made
Family BS No change Allow electronic ID&V Physical valuation Max 60% LTV on all products
Fleet TBC  Allow electronic ID&V, Lender does not require a broker to certify original documents for ID&V purposes. Cases will not be progressed beyond Offer until a physical valuation can be completed   Max LTV 60%
Foundation Paused lending Paused lending Paused lending Paused lending
Furnace TBC TBC Physical valuation only acceptable  -  all case will be paused at valuation stage Lender confirmed, no changes made

Gatehouse

Bank

TBC TBC Desk top valuations up to 65% LTV, any properties that require Physical Valuations will be paused  Max LTV 65% suspending lending on HMO's, multi-unit blocks, new-builds and flats over six storeys
Halifax yes, 3 months LBG sign off each individual ID&V provider before they no longer require documents to be certified or provided AVM & desktop Max LTV 80%
Hanley Case by Case  AVM only avaliable for cases up to 70% LTV, anything higher requires a physical valuation and therefore will not progress beyond offer AVM only avaliable for cases up to 70% LTV, anything higher requires a physical valuation  We can undertake an AVM for remortgage cases up to a maximum of 70% LTV
Harpenden No change TBC Physical valuation only acceptable  -  all case will be paused at valuation stage Lender confirmed, no changes made

Hinckley &

Rugby BS

No changes,

offers still valid for 6 months. 

Electronic ID&V acceptable.  Require certified ID if online checks fail. Desktop valuations avliable for residential and BTL upto 60% LTV, exceptions to this rule are flats above 6 storeys and ones not visable online. Physical valuations are still required for all other cases and will paused until these can be completed Minimum loan amount now £100k
Hodge BTL

Will extend up to

3 months on a

case by case basis

 Electronic ID&V acceptable.  Require certified ID if online checks fail,please contact BDM should this occur AVM up to 60% Only offering Holiday Lets up to 60%LTV

Hodge

Lifetime

Yes - contact us when

offer validity has 2 weeks remaining 

 Electronic ID&V acceptable.  Require certified ID if online checks fail,please contact BDM should this occur AVM available up to 60% LTV.
Up to £750k value (outside London).
Up to £1m value (inside London).
£ for £ Remortgage Only, Max 60% LTV
HSBC  Yes Allow electronic ID&V, Lender does not require a broker to certify original documents for ID&V purposes. AVM, Desktop.  Where a physical valuation is still required these cases will be held. Max LTV 80% - properties must be valued between £100k and £2m to be acceptable for AVM
Ipswich BS TBC  Unable to accept SmartSearch E-ID, but are implementing a new process under our financial crime policy.  The new process will remove the need of the certification of documents in the majority of cases, but if the client fails the electronic checks, then will still require certified documents. *For Ex-Pat cases will still require certified documents.  1. Brokers will be able to provide documents uncertified
2. Lender will run Docs through Call Validate alongside a check on Bank account details to pass KYC.
3. Call Validate 3DQs can be used as final anti-impersonation check
4. If client fails checks then original docs will still be needed.
 
Remortgage Only - 75% Max LTV, No falts or NewBuild properties, Holiday Let & Shared Ownership no longer lending.
Kensington  Case by Case Allow electronic ID&V As max LTV is 70% - desktop valuations will be conducted Max LTV 70%, No Newbuild including Help to Buy, maximum property valuation £1m, Withdrawl of Later Life, HMO, MUB, 
Keystone TBC Mobile App from LexisNexis Risk Solutions named IDU to verify the applicant’s identity against their Passport or Driving license instantly without having to leave the house. Physical valuation only acceptable  -  all case will be paused at valuation stage TBC

L&G

Home finance

TBC TBC TBC TBC
Landbay Allow electronic ID&V, Lender does not require broker to certify original documents for ID&V purposes. TBC Physical valuation only acceptable  -  all case will be paused at valuation stage TBC
Leeds BS

Yes - 3 month

extension

TBC Making switch to AVMs/drive-bys  - currenlty only allow physical valuations so case are on hold until switch has been made Not accepting overtime, bonus, commission, or shift allowances (including guaranteed payments). Maximum of 5 bedroom for standard BTL, Max 80% LTV Residential and 70% LTV BTL (new lending and additional lending) Holiday Let’s and all HMO products have now been withdrawn, Self-Employed falling net profits >10% not acceptable
Leek United

Offers remain valid for 6 months.

Any requests to extend a Mortgage offer will be reviewed on a case by case basis. 

 Allow electronic ID&V  . Only requires certified original supporting documentation in relation to ID & V when an electronic search has failed. Proof of income does not need to be original/certified and can be photocopied/scanned.   Desktop valuations avaliable up to 80% LTV for resi and 65% LTV for BTL.  Not accepting cases above these LTV 's so no physical valuations required Residential LTV reduced to 80%         BTL LTV reduced to 65% Flats & Newbuild not accepted
LendInvest TBC TBC AVM to allow to continue to UW but will be held for Physical valuation Max LTV 70%, No first time landlords, No HMO's over 8 bedrooms, No MUB
LV=

case will be offered a maximum of 3 times on

rate the application was submitted on. 

Scanned ID and Apps are fine to be sent to: newbusiness.equityrelease@lv.com  Physical valuation only acceptable  -  all case will be paused at valuation stage Cases will be held until valuation can be completed
Marsden Case by Case  If an adviser can undertake their own Electronic ID checks they can include a copy of the pass results within the application. Internal checks will be undertaken and if a pass result is obtained no further information would be required.

 

For advisors who do not have an electronic ID checks, or the Electronic ID check is a fail result, they would need to submit proof of certified ID and Address if a face to face interview undertaken or alternatively where an advisor has not seen the client face to face a facetime screenshot of the actual applicant/s including their IDVA Documents, ie a screenshot of face and open passport details and then a screenshot of current bill for address checks.
Physical valuation only acceptable  -  all case will be paused at valuation stage Only lending on BTL and Ex-pat residential all other elements have been withdrawn.  Max LTV 60%
Mansfield Case by case Certified documents required

 AVM - Only used on cases upto 65% LTV             

Cases above still require a physical valuation and will be held until this can be completed

Max LTV BTL 65% Max LTV Resi 80%, Removed Holiday Lets
Masthaven TBC Under Review

Will use AVM in most cases, but where a physical valuation is required, case will be put in hold until the physical valuation can be completed

Lender confirmed, no changes made
Melton Yes Electronic ID&V not accepted. AVM's will be completed upto 60% LTV - case above this LTV are no longer being accepted so no physical valuations are required Removing all Newbuild, Self-Build and BTL products and limiting all residential cases to 60% LTV
Metro TBC Electronic ID&V not accepted. Must provide certified original documents. Digital Valuation avaliable on cases upto 80%. Cases above his LTV are no longer being accepted so no physical valuations are required Max resi LTV 80%
More 2 Life TBC TBC Desktop valuation is avaliable for Maximum Choice, Tailored Lite and Tailored Plus products.  Other avaliable products will be held as a physical valuation is still required Lender confirmed, no changes made
Natwest TBC Allow electronic ID&V - will still required certifed documents if this fails which can be accepted as a scanned document Desktop Valuation are acceptable.  However the following will still reequire a phyiscal valuation and cases will be placed on hold until this can be completed: Buy to Let, New Build, Flats, Any property valued over £3m, Properties between £50k and £999,999 over 80%, Properties between £1m and £1,499,999 over 65%, Properties between £1.5m and £1,999,999 over 55%, Properties between £2m and £2,999,999 over 50%, Any property in NI Max 80% LTV
Nationwide Case by case Allow electronic ID&V, Lender does not require a broker to certify original documents for ID&V purposes. Max LTV 75%, accepting the government 80% of furloughed income only, Bonus, Overtime and Commision not accepted from any applicant, Zero Hour Contract only acceptable from Nurses, DR's, Locums, Care Workers & Supermarket staff Max LTV 75%
Newbury Yes - please email to request Allow electronic ID&V, Lender does not require a broker to certify original documents for ID&V purposes. AVM's will be completed upto 60% LTV - case above this LTV are no longer being accepted so no physical valuations are required Max LTV 60% for residential, buy-to-let and shared ownership and help-to-buy, Min 2 years self employed, PAYE 2 years with current employer, Contractors 2 years contracting with 6 months left on current contract. No holiday lets, No selfbuild
Newcastle Yes  No requirement for brokers to certify that they have had sight of original documents.
There will be an amended broker declaration as part of the Document Upload to reflect this change 
Making switch to AVMs/drive-bys  Max LTV 80%
Nottingham No change  Allow electronic ID&V, Lender does not require a broker to certify original documents for ID&V purposes. AVM (case will be capped at 60%LTV if used) cases above 60% will be held until a physical valuation can be carried out Max 80% LTV
Paragon No change Allow electronic ID&V All cases require a physical valuation so will be held until this can be completed Lender confirmed, no changes made

Paragon  -

2nd Charge

TBC Allow electronic ID&V    Property value >=£100,000 <=£150,000 / Maximum 65% LTV (excl fees)

Property value >£150,000 <=£750,000 / Maximum 70% LTV (excl fees)

Property value >=£750,000 <=£1,000,000 / Maximum 65% LTV (excl fees)

Property value >=£1,000,000* / Maximum 65% LTV (excl fees)

* Where an AVM returns a valuation >£1,000,000 this will be capped at £1,000,000 for calculating LTV
Max LTV 75%
Penrith BS Yes, 3 months EID & V not acceptable  Physical valuation only acceptable  -  all case will be paused at valuation stage No longer lending:
Holiday Let
Expat Residential
Expat BTL
Foreign Currency
Self-build / renovation
Pepper Money Paused lending Paused lending Paused lending Paused lending
Platform No change  Allow electronic ID&V, Lender does not require a broker to certify original documents for ID&V purposes. AVM and desktop - Max 80% on remo and 75% purchase - will need a physical valuation on anything above however not currently lending above these LTV's New Build and Help to Buy removed,  BTL purchase and remo removed (product transfers only), Max 80% LTV residential remortgage and 75% LTV residential purchase
Precise  Paused Lending Paused Lending  Paused Lending Paused Lending
Principality Case by Case  Lender does not expect brokers to have seen the original documents themselves, but they must have completed appropriate checks regarding the clients likeness and authenticity. Physical valuation only acceptable  -  all case will be paused at valuation stage Max LTV 80% Resi, Max LTV 75% BTL
Reliance Bank Yes Electronic ID&V not accepted. Physical valuation only acceptable  -  all case will be paused at valuation stage Lender confirmed, no changes made
Saffron TBC Allow electronic ID&V.  If needed photographs of documentaion will also be accepted    TBC TBC
Santander Yes, 2 months.  Only on cases submitted prior to 1st April 2020  An ID&V check must comply with UK Money Laundering and JMSL rules AVM and Desktop  Max 75% LTV For residential, BTL and all schemes no longer accepting cases

Scottish

Widows

yes, 3 months No Change AVM & desktop Max LTV 80%
Shawbrook TBC TBC AVM where applicable, where a physical valuation is required the case will be put on hold Max LTV 75%
Skipton Yes, upto 6 months If the Client is verified by the lender, the broker is not required to certify original documents. If the lender cant verify the customer, the lender will require copies of documentation. A copy of the Broker's ID&V search may be sufficient. AVM where applicable, where a physical valuation is required the case will be put on hold Max LTV 75%, currently not lending on New Build, Help to Buy, Shared Ownership, properties over £1million in value (£1.5m for properties within the M25), flats with cladding concerns

Stafford

Railway

Case by Case Currently use smartr search - if they can be located on the system then not certified docs required.  They are only required if they can not locate them via this Physical valuation only acceptable  -  all case will be paused at valuation stage Max LTV 75%
State Bank of India TBC TBC TBC TBC
Swansea Case by Case Electronic ID&V not accepted. (will accept scanned docs and are waiving certification) Physical valuation only acceptable  -  all case will be paused at valuation stage Max 80% LTV
Teachers  Yes - 3 month extention One page certification document required to be signed. All documents can be scanned and uploaded.     Physical valuation only acceptable  -  all case will be paused at valuation stage Lender confirmed, no changes made
The Mortgage Lender TBC Allow electronic ID&V for cases where the EID&V can accept address etc. Broker to provide note advising documents cannot be certified due to Covid-19 TBC Paused lending on Residential
TMW Case by case Allow electronic ID&V, Lender does not require a broker to certify original documents for ID&V purposes. Will use AVM and Desktop, but where a physical valuation is required, case will be put in hold until the physical valuation can be completed Max LTV 75%
Tipton TBC Electronic ID&V not accepted. TBC Lender confirmed, no changes made
Together Paused lending Paused lending Puased lending Paused lending
TSB TBC No requirement in T&Cs to certify Original ID if lender can verify customer to. If lender cant verify customer, Broker must obtain the foillowing ID information by email:
• A scan or photo of acceptable proof of ID and proof of address documents.
• Photo of themselves holding their ID and proof of address documents facing the camera.
• And, a close-up photo (selfie) of their face for ID verification.

Once brokers compare the scan/photo of the ID documents and the people, and can verify they are authentic, they can upload the files directly to TSB Mortgage Pro. This will be accepted as certified ID verification. 
TBC Max LTV 60%

United Trust

Bank

TBC Allow electronic ID&V, Lender does not require a broker to certify original documents for ID&V purposes. Require wet signature on mortgage offer TBC  Max LTV 75% employed, Max LTV 65% Self employed, NO Bonus, Commision or Overtime accepted unless Key Work with 18 months proofs
Vernon No change Allow electronic ID&V Physical valuation Lender confirmed, no changes made

Vida Home

Loans

Paused lending Paused lending Paused lending Paused lending
Virgin Current offer length of 6 months unchanged Allow electronic ID&V. Where the customer cannot be identified electronically, documentary evidence must be provided.    Can currently offer a digital solution that works alongside the lowered LTV's.  Anything that rerquires a physical valuation will be held until this can be completed Remortgage business only, Max LTVResi 60%, Max LTVBTL 55%, Max property value £500k, No top slicing on BTL
West Brom Paused lending Paused lending Paused lending Paused lending
Zephyr Home Loans No Change - 3 months Electronic ID&V not accepted. Physical valuation only acceptable  -  all case will be paused at valuation stage Max 60% LTV

Lender contact options for customers and brokers during the COVID-19 pandemic

Contact options: Last updated 03/04/2020 -10:30

Lender payment holidays
Lender  Customer Contact options (with details) Broker Support Options (with details)

L = Live chat, E = E-mail, T = Telephone, B = Branch

L = Live chat, E = E-mail, T = Telephone, B = BDM
Accord T,E Please click here to use the live chat facility
Aldermore T, E, BDM Please click here to contact your local BDM
Bank Of Ireland/Post Office T Please call 0345 266 8928 or click here to contact your local BDM
Barclays TBC Please click here to log into the hub to contact via Live Chat
Bath BS T,E,B & L Please call 01225 475702 or click here to use Live Chat
Bluestone T & E Please click here to contact your local BDM
Buckinghamshire T, E Please call 01494 879500 or click here to email
Cambridge T Contact on 0345 601 2744
Coventry T, E  Please call 0800 121 7788 or click here to contact your local BDM
Darlington E,T Please click here to contact your local BDM
Digital Mortgages T,E Please call 0333 399 0055 or click here to email
Dudley E, T, B Please call 01384 489195 of click here to email
Earl Shilton B, T, E Please click here to log into the portal to request contact
Family BS T, E Please call 01372 744155 or click here to email
Fleet T Please click here to use the live chat facility
Foundation T Please click here to contact your local BDM
Furnace T Please call 0800 988 1561
Gatehouse Bank TBC Please click here to contact your local BDM
Hanley E, T, B Please call 01782 255 000 or click her to use the live chat facility
Harpenden E, B & T Please click here to contact your local BDM
Hinckley & Rugby BS TBC Please click here to request a call back
Hodge Lifetime E, T Please click here to contact your local BDM
Hodge BTL TBC Please call 029 2080 3061
HSBC TBC Please click here to use the Live Chat facility
Ipswich BS TBC Please call 0330 123 1073 or click here to email
Kensington L, E, T Please call 03444 99 00 11 or click here to email
Keystone TBC Please call 0345 148 9086
L&G Home finance TBC Please click here to contact your local BDM
Landbay TBC Please call 020 7096 2700 or click here to contact your BDM
Leeds BS L, E, T Please click here to contact your local BDM
Leek United E, B, T Please call 01538 714089 or click here to email
LendInvest TBC Please call 020 3846 6838 or click here to email
Lloyds Banking Group T, E Please call the below:   Halifax - 0345 030 6253  BM - 0345 850 5000 Scottish Widows - 0345 845 0110
LV= E Please click here to email
Marsden E, T, B Please call 01282 440583 or click here to email
Mansfield E Please click here to email
Masthaven TBC Please click here to contact your local BDM
Melton E, T Please call 01664 414144
Metro E, T, B Please click here to email
More 2 Life TBC Please call 03454 500 151 or click here to email
Nationwide E, B Please click here to use the Live Chat facility
Newbury E, T, B Please call 01635 918 000 or click here to email
Natwest T,E Please click here to use the Live Chat facility
Newcastle T, E Please click here to use live Chat facility
Nottingham E, T, B Please click here to use live Chat facility
One Savings Bank E, T, B Please click here to use Live Chat facility
Paragon E, T Please click here to email
Penrith BS E, T Please call 01768 863675 or click here to email
Pepper Money E Please click here to contact your local BDM
Platform T, E Please click here to contact your local BDM
Precise T Please click here to email
Principality T, E Please click here to email
Reliance Bank T, E Please click here to email
Saffron TBC Please click here to use the Live Chat facility
Santander T, E, L T & L
Skipton L, E Please click here to use the Live Chat facility
Stafford Railway TBC Please click here to contact your local BDM
State Bank of India TBC Please click here to contact your local BDM
Swansea T, E, B Please click here to email
Teachers E, T Please click here to contact your local BDM
The Mortgage Lender T Please click here to contact your local BDM
TMW E, B Please click here to use the Live Chat facility
Tipton T, E Please call 0121 521 4000 or click here to email
Together T, E Please call 0161 933 7100 or click here to email
TSB TBC Please click here to contact your local BDM
Vernon T, E Please click here to email
Vida Home Loans T, E Please call  or click here to email
Virgin T, E, L Please click here to contact your local BDM
West Brom TBC Please click here to email
Zephyr Home Loans TBC Please click here to email

Please click here to use the Live Chat facility
Please click here to use the Live Chat facility
Please click here to use the Live Chat facility
Please click here to use the Live Chat facility
Please click here to use the Live Chat facility
Please click here to use the Live Chat facility
Please click here to use the Live Chat facility
Please click here to use the Live Chat facility

Which lenders have made product changes in light of the COVID-19 pandemic?

Please see the following document for current changes: PDF file: Twenty7tec Product Changes PDF size: 181KB  

Last updated: 31/03/2020

Is there any support for Businesses?

For the latest information surrounding support for businesses from the government, please click here: PDF file: Covid-19 government support for businesses PDF size: 211KB  

Last updated: 06/04/2020

What is the AMI response to issues that have arisen due to the COVID-19 pandemic?

To view the AMi's response to FAQ’s, please click here.

Last updated: 07/04/2020

Will I still be able to contact MSS?

Yes, advisors will still be able to contact MSS via phone, live chat and email.

Will I still be able to access help with lender criteria?

Yes, SmartrCriteria will remain available 24/7. If further help is required please contact the MSS team.

How can I get support?

Contact the MSS team on live chat or via phone.

What will happen if the office closes?

The MSS team is equipped with everything they need to work from home, therefore will still be available through the usual methods.

Can I still contact my Relationship Manager?

Yes, absolutely. Face to face meetings will only take place where absolutely necessary and where  all parties confirm they are symptom free, not self-isolating and happy to go ahead. Our Relationship Managers will still be contactable over the phone and via email between normal business hours.

I have a procuration fee/commission enquiry, can I still contact the helpline?

Although the Agency Enquiry team will not be able to take phone calls whilst working at home, they will be able to deal with all procuration fees and general commission enquiries via email from 9am till 5pm each day.  The team is available at agency.enquiries@landg.com

Will I still be able to claim my Procuration Fees?

Although the Agency Enquiry team will not be able to take calls whilst working from home, the proc fee claim process will remain business as usual.

If you are not doing so already you can claim your proc fees online via ClubHub, free of any charges.

Will there be delays in getting my proc fees paid?

The Mortgage Club will continue to work with our lender partners to minimise impact as much as possible. In the mean time we offer a unique payment method that allows you to be paid your proc fees on exchange rather than waiting for completion.

If you would like to know more about this, please call the MSS team.

Are Mortgage Club events later in the year still going ahead?

After reviewing the ongoing Government advice, we have made the decision to cancel all our remaining spring roadshows. All registered delegates will be issued a notification of this decision. We are currently working on rescheduling all the remaining spring roadshows to take place in the autumn, and will announce details of these rescheduled events shortly.

Are the Mortgage Club Awards still going ahead?

This year’s awards have been rescheduled to Tuesday 8th December. Guests of the Mortgage Club will be individually contacted by the team to confirm this new date.

All other firms who have purchased their own tables for the event will be contacted shortly by Ae3 Media, our organisational partner for the awards.

Talking to your clients about protection

In this current situation it is even more important to ensure your clients have considered all their protection needs. Taking the time to have those much needed conversations about life insurance, income protection and other protection needs is key, not only for new clients but any of your existing clients as well.

In uncertain times, we would like to offer two certainties: our claims approach will always be fair and thorough, paying all valid claims, and our purpose of supporting our customers in some of the most difficult times in their lives will never change.

You can read our stance on COVID-19 here.