Covid-19 update - We’re closely monitoring developments and making changes as appropriate to help you, our customers and our colleagues. More information

Covid-19 update

The safety and well-being of our customers, brokers and colleagues during the current Covid-19 outbreak is our top priority.

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Everything you need to know about how we're adapting our business in response to Covid-19 will be on this page. We'll be checking and updating this page daily.

Please see below for our current operating processes and levels.

Correct as at 1 April 2020.

Our current service

We're doing everything we can to maintain our service to you. Many of our teams are now working remotely, so please bear with us if we take a little longer to respond.

Your BDM remains fully contactable via phone and email - please get in touch with them first with any queries you may have. You can find their contact details here.

Service standards

These are updated daily on our website. Please check for our latest update.

Where should advisers direct customers?

We’re currently experiencing high call volumes, so we recommend that customers visit the customer hub on our website for information. Please ask them to visit their mortgage hub. 

Please be assured that we will help everyone impacted but would like to first speak to customers whose payments are due. Therefore if your customer’s payment is due within the next seven days, and they need immediate financial support, please ask them to contact us (see below). If their payment is not due in the next seven days, please ask them to call closer to their payment date when we will be able to provide help.

Payment breaks

We’re aware your Bank of Ireland UK customers may be finding this situation difficult, so we’re following UK Finance guidelines and are offering mortgage payment breaks of up to three months to those that need it. This will be available to both residential and Buy to Let mortgage customers. These payment breaks offered by the Bank will not affect customers’ credit files at the Credit Reference Agencies.

If your customer would like to apply for a payment break, please ask them to fill in and submit a Payment Break Application Form which can be found here. If their payment is due within the next 7 days and they need immediate financial support, please ask them to call us on 0800 1699722*. We are experiencing high call volumes at the moment though, so it may take a while to get to them. Please be aware that you cannot arrange this on behalf of your customer. 

Missed or late payments

Any three month payment breaks we’ve agreed as a result of Covid-19 will not affect customers’ credit files. All other missed payments will be reported as usual.

Interest only options

We’ll continue to offer this as an option for customers facing financial difficulty. We’ll discuss all options with affected customers.

Contingency plans 

We have capacity for significant levels of remote/home working if required. We’re currently working as normal across our underwriting, processing, telephone BDM and technical support teams.

Solicitor panel 

We’re working closely with our third party conveyancing suppliers and their associated law firms, so we can continue to support you. All conveyancing providers and their law firms are currently operating as they always have done. However some are trialling alternative ways of working to make sure they are well prepared to cope with any changes.

We’re also able to flex our fees assisted proposition across conveyancing providers and/or law firms should we need to. 


Our mortgage valuation requirements remain in place, however all valuation assessments that were previously carried out as physical inspections are now being undertaken as desktop assessments. If you have any queries please refer to your BDM or Telephone BDM for advice.

In order to maintain service levels and to support your business, we’ll continue to pay standard mortgage valuation and revaluation fee-scales. We’ll also, where possible, use all of our panel firms in order to maintain coverage across the UK.

ID requirements

There’s no change to our ID requirements and we’ll continue to complete checks to verify your customer’s ID. In the vast majority of cases proof of ID isn’t required. However if proof of ID is required and you can’t verify the customer ID because of remote working, then we’ve amended our process so that your customer can send the information directly to us. They’ll need to quote the application reference number.

Please speak to your BDM or Telephone BDM if you need further guidance on this.

Procuration fee payments There’s no change to the procurement fee or payment process.
Completions We’re proactively contacting solicitors prior to funds release so that we can understand the position of individual cases. If funds are released early or incorrectly then they’ll be dealt with in line with our normal process when funds are returned.
Title deeds Title deeds are currently being worked on following our normal process, but we may be a bit slower than usual. Key information is available on the Land Registry for registered cases in England and Wales.
Face to face visits We will accept a case as face to face if the customer has been seen by you over video link. 

Thank you for your continued support and understanding during these challenging times. 


Useful links:

BDM finder

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Change to your customers’ mortgage payment


Following the Bank of England Base Rate (BBR) change announced on 11th March, if your customers have a mortgage with us that’s on our Standard Variable Rate or is linked to the BBR, their monthly payment will change from 1st of April 2020. They should have received a letter from us by now telling them how much their new monthly payment will be. We’ll write to them by 9th April if the BBR cut announced on 18th March also affects them.