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Frequently asked questions

Coronavirus support for mortgage customers

If you've been affected by coronavirus (due to illness or self-isolation) and are worried about what this might mean for you financially, there are things we can do to help.

Please get in touch with us as soon as possible so we can discuss your individual circumstances and find ways in which we can support you. The sooner you contact us, the more we can do.

It's also worth remembering you can bank from home or on-the-go with internet banking and our mobile app - move money, check your balance or even pay in a cheque with just a photo.

I'm worried about paying my mortgage

What are my mortgage payment options if I need to take time off work due to coronavirus?

If you are experiencing financial difficulties due to the current coronavirus situation, please complete this short form. We’ll take a look at your request over the next few days (we’re currently receiving a lot of requests so it may take slightly longer).

If you would like to receive a text message confirming when we have received and completed your request, please make sure you provide your mobile number on the form. We will then send a letter confirming when the mortgage payment holiday will start.

Our contact centres are extremely busy at the moment, so using this link to request a mortgage payment holiday is the fastest way for it to be put in place for you.

It’s important to remember that interest will continue to be charged during your payment holiday. We will write to you at the end of your payment holiday to confirm when your next payment will be due. This letter will confirm your new balance and revised payment - taking account of the interest that has been added during your payment holiday. If you would like to discuss alternative options, the letter will explain how you can get in touch.

We will ensure that the payment holiday does not negatively impact your credit file.

I'm worried about paying my mortgage. What options are available to me?

If you are experiencing financial difficulties due to the current coronavirus situation, please complete this short form. We’ll take a look at your request over the next few days (we’re currently receiving a lot of requests so it may take slightly longer).

If you would like to receive a text message confirming when we have received and completed your request, please make sure you provide your mobile number on the form. We will then send a letter confirming when the mortgage payment holiday will start.

Our contact centres are extremely busy at the moment, so using this link to request a mortgage payment holiday is the fastest way for it to be put in place for you.

It’s important to remember that interest will continue to be charged during your payment holiday. We will write to you at the end of your payment holiday to confirm when your next payment will be due. This letter will confirm your new balance and revised payment - taking account of the interest that has been added during your payment holiday. If you would like to discuss alternative options, the letter will explain how you can get in touch.

We will ensure that the payment holiday does not negatively impact your credit file.

If you would like to discuss other ways we can help, please call us on 08000 234 625 and we'll be happy to take a look at your individual circumstances. We’re here from 9am to 5pm Monday to Friday.

I want to understand more about a mortgage payment holiday

The Government has annouced that Lenders will offer mortgage payment holidays for up to three months for those impacted by coronavirus. How can I arrange this for my mortgage?

If you are experiencing financial difficulties due to the current coronavirus situation, please complete this short form. We’ll take a look at your request over the next few days (we’re currently receiving a lot of requests so it may take slightly longer).

If you would like to receive a text message confirming when we have received and completed your request, please make sure you provide your mobile number on the form. We will then send a letter confirming when the mortgage payment holiday will start.

Our contact centres are extremely busy at the moment, so using this link to request a mortgage payment holiday is the fastest way for it to be put in place for you.

It’s important to remember that interest will continue to be charged during your payment holiday. At the end of the payment holiday period, we will work together to agree the best way for you to repay any additional interest incurred and to make up any payments that have been deferred. We’ll discuss the most appropriate solution for your circumstances which could include increasing payments over the remaining term.

We will ensure that the payment holiday does not negatively impact your credit file.

What is a mortgage payment holiday?

A mortgage payment holiday is a period when your lender gives you permission to miss your regular mortgage payments.

It’s important to remember that interest will continue to be charged during a payment holiday. Therefore, when your payment holiday ends, your overall mortgage balance and monthly payments may increase.

Who can apply for a mortgage payment holiday?

If you are experiencing financial difficulties due to the current coronavirus situation, the Government has announced that Lenders will offer mortgage payment holidays for up to three months.

If you are a landlord and your tenant is experiencing financial difficulties due to the current situation, you can apply for a payment holiday for up to three months to offer support to your tenant during this time.

When will my mortgage payment holiday start?

We will be in touch once we review your request to confirm when your mortgage payment holiday will start. For most people, this will be their next regular monthly payment, but if this is within 10 days of your request, your payment holiday may start the next month.

I'd like to arrange a mortgage payment holiday but my mortgage payment is due in the next 10 days. What should I do?

If your payment is due in the next 10 days and you pay by Direct Debit we will collect this payment and commence the payment holiday from your next payment due.

What do I need to do if I pay by Standing Order

If you pay by Standing Order, once we confirm the payment holiday has been processed you will need to cancel the Standing Order while your payment holiday is taking place.

We will write to you at the end of your payment holiday period but in advance of your next payment due date, to confirm your new balance and revised payment – taking account of the interest that has been added during your payment holiday.

You should remember to reinstate your Standing Order with your new payment amount once the payment holiday ends.

What will happen to the interest on my mortgage during a payment holiday?

It’s important to remember that interest will continue to be charged during your payment holiday. At the end of your payment holiday we’ll recalculate your monthly payments – taking account of the interest added.

By spreading the cost of your payment holiday over the remaining term of your mortgage, the amount you will pay over the life of your loan will be more than it would have been had you not taken the payment holiday. The total amount you will repay to us could be higher than the amount stated in your Offer of Loan.

I understand that interest will continue to be charged during my payment holiday, but I don’t want to spread the cost of this over the term of my mortgage. Are there any other options?

Yes, if you would like to discuss an alternative payment arrangement, please get in touch on 0800 141 2301 and we will be happy to help. Lines are open between 9am to 5pm Monday to Friday.

If I take a payment holiday, will my mortgage term increase?

No, your mortgage term does not change as a result of taking a payment holiday.

I am currently in arrears, what will happen to my mortgage payment after my payment holiday ends?

If you are currently in arrears please get in touch with us to discuss the options available to you. You can call us on 0800 141 2301 and we will be happy to help. Lines are open between 9am to 5pm Monday to Friday.

I’m worried that I won’t be able to pay my mortgage when my payment holiday ends, what should I do?

If you need any help, or would like to discuss concerns about your mortgage payments, please call us on 0800 141 2301 and we will be happy to help. Lines are open between 9am to 5pm Monday to Friday.

Will applying for a payment holiday affect my credit rating?

We will ensure that the payment holiday does not negatively impact your credit file

What happens when my payment holiday has finished?

We will write to you at the end of your payment holiday period but in advance of your next payment due date. This letter will confirm your new balance and revised payment – taking account of the interest that has been added during your payment holiday. If you would like to discuss alternative options, the letter will explain how you can get in touch.

I have been declined for a payment holiday, why was this?

A payment holiday isn't always possible for every customer. Please call us on 0800 141 2301 and we can chat through your individual circumstances and explain why we were unable to approve your request. We’re here from 9am to 5pm Monday to Friday.

I have missed some mortgage payments recently. Can I still apply for a payment holiday?

Please call us on 0800 141 2301 and we'll be happy to take a look at your individual circumstances. We’re here from 9am to 5pm Monday to Friday.

I have recently applied for a mortgage with Yorkshire Bank

I have a mortgage application with Yorkshire and I'm worried that the property will not be valued due to the current coronavirus travel restrictions.

Following Government guidance, surveyors that carry out home valuations for lenders have stopped all physical valuations. Any customers who have a home valuation booked will be contacted by the valuer and updated on the current position.

Where possible we will use alternative ways to value a property, such as desktop surveys and Automated Valuation Models – a computer estimate based on previous sales prices and property value indices. However, this will not be available in all cases. Where we can’t value a property, we will put the case on-hold for up to 14 days and contact you to see if you want to continue or cancel the application.

If you would like to cancel an application because of concerns about the ability to purchase or remortgage a property at this time, any unused valuation or product fees already paid will be refunded.

I have a Mortgage Offer and it is due to expire, can this be extended?

If you have exchanged contracts on a property purchase you can request that your Mortgage Offer is extended by 3 months. We're happy to take requests for a Mortgage Offer extension once there is less than a month remaining on the valid period of your offer.

The request will need to be made through your Solicitor, who can use the usual routes to contact us with the request. As a responsible lender we will need to ensure that the mortgage is still affordable so will need to see up to date proof of income.

When we review your request to extend your Mortgage Offer, we will base our decision on the mortgage product confirmed in your original Offer. If you want to change mortgage products, you will need to make a new mortgage application.

I have a question about a Product Transfer or Additional Borrowing

I still want to apply for additional borrowing. Is this something I can do?

Yes - We have a range of products available to suit different customer needs.

Following the Government guidance to “stay at home”, we have seen property valuers across the country stop all visits to homes for physical valuations.

Where possible, we will use alternative ways to value your property. Unfortunately, this will not be available in all cases, therefore we have made temporary changes to the amount of money you can borrow against the value of your property.

For existing residential customers, our maximum LTV for additional borrowing has been reduced to 75%.

For existing buy to let customers, our maximum LTV for buy to let additional borrowing is 60%.

To apply for additional borrowing, please send an email with your name and phone number to Campaign.team.contactcentre@cybg.com. One of our colleagues will give you a call within 2 working days to arrange a convenient time to discuss your request.

I’ve already applied for additional borrowing. What happens if I request a payment holiday too?

We may need to pause your request for additional borrowing if you have also applied for a payment holiday. We’ll be in touch if we need to do this.

Once your payment holiday has ended, you can apply for additional borrowing and your application will follow our usual process and criteria.

I have applied for a new product deal, but I have also been granted a payment holiday. Is this okay?

This is fine. Depending on the timing of your two requests, the Offer of Loan for your new product deal may not take into account any interest that will be added during your payment holiday.

We will write to you with details for both transactions and any changes to your account and payments.

I am an existing mortgage customer and have been placed on the government’s Job Retention Scheme (also known as being furloughed) – can I still apply for additional borrowing?

As a responsible lender we must ensure that all lending is affordable, therefore we have taken the difficult decision not to consider any income from employment which is currently ‘furloughed’ to assess the affordability for additional borrowing. Additional borrowing requests can be considered once you exit the Job Retention Scheme. Any application for additional borrowing will be subject to our lending policy and a satisfactory affordability assessment at the time.

I am an existing mortgage customer and have have applied for the Government’s income support scheme – can I still apply for Additional Borrowing?

As a responsible lender we must ensure that all lending is affordable, therefore we have taken the difficult decision not to consider any additional borrowing request from existing customers who have applied for the Governments income support scheme. Once your feel that you are no longer financially impacted by coronavirus, an additional borrowing request can be considered subject to our lending policy and a satisfactory affordability assessment at the time of application.