Mortgage Club: COVID-19 update

Q: Are Mortgage Club events still going ahead?

In line with the guidance from the government, we have cancelled all our remaining spring roadshows in March to help with the efforts to prevent further spread of the coronavirus. We are planning to re-schedule all our cancelled roadshows to take place during the autumn months, details of which will be sent out to all members once finalised.

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

Investec

Kent Reliance

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

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.