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 regularly.

Correct as at 26 May 2020

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


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.


We’re aware that some law firms are struggling to obtain redemption statements from existing lenders, causing delays to a customer’s case. We’re proactively providing redemption figures over the telephone to help keep things on track.

The Land Registries in Northern Ireland, Scotland, UK Finance and the relevant Law Societies are in discussions regarding the closure of registers, which may impact a law firm’s ability to complete mortgage transactions. We’re managing impacted customers on a case by case basis. In Northern Ireland we can proceed with registered land cases when an application has been lodged. If you have any questions please contact your BDM.

Face to face visits

We will accept a case as face to face if the customer has been seen by you over video link.

Furloughed applicants

We’re accepting applications from customers who are either furloughed, or expect to be placed on furlough in future. You’ll need to confirm whether your customer has been, or is likely to be furloughed and if so, to supply information about the terms of the furlough.

We’ll assess the income of furloughed applicants on the following basis:

 ·         80% of basic salary up to a maximum of £2,500pm (£30k p.a.)


·         100% of basic salary where the employer is topping up the furloughed amount (we’ll ask you for evidence of this).

For furloughed customers we will not take variable income into account (bonus/overtime/dividend etc).

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.

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.

Logging a change of circumstance

If your customer's financial situation has materially changed, please let us know. You can do this via case messaging on the online portal or call us on 0345 266 8928*.

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.

Offer extensions

We’ll offer an Offer extension if it’s in your customer’s best interests to do so. Either you or your customer can complete the Offer extension request form here. Once we've processed the case, you, your customer and their solicitor will receive a confirmation letter.

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.

Payment breaks

26/05/20 update: We’re awaiting FCA guidance about extensions to payment breaks, so please don’t ask your customer to contact us yet. As soon as we have further information on next steps, we’ll update you here, so please check back regularly.

We’re aware your Bank of Ireland UK customers may be finding this situation difficult. We’re following current UK regulatory guidelines and offering mortgage payment breaks of up to three months to those that need it. Payment breaks are available to both residential and Buy to Let mortgage customers and the 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. Alternatively, they can call us on 0800 1699722* to discuss their situation and options available to them. Please be aware that you can’t arrange this on behalf of your customer.

Please be aware that the payment breaks we offer align with the guidelines set out within each relevant jurisdiction. Within the UK we’re following UK regulatory guidelines by offering payment breaks of up to three months. Outside of the UK this may differ.

Procuration fee payments

There’s no change to the procurement fee or payment process.


We continue to lend up to a maximum of 85% LTV across all new mortgages and further advances. See our latest news update here.

Product transfers

You can now complete product transfers for customers on a payment break. Simply contact your Telephone BDM who will take you through the process and send you the relevant forms. 

We’ll email you the illustration, and then we’ll email the Offer to you and your customer. They can sign electronically, so there’s no need to post anything back to us.

Remote working

In line with government advice, where possible, teams are working remotely from home. This includes underwriters and some of our support teams. Our Telephone BDMs and Intermediary Enquiry Line are still currently working as normal.

Service standards

These are updated daily on our website. We’re currently operating as normal.

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.

Valuations New

Our panel of valuers will now carry out physical valuations if it’s safe for them and the occupier. This is only available in England.  If it’s not deemed safe they will carry out a desktop valuation rather than delay the case. If a valuer arrives at a property and the inspection can’t take place, a desktop valuation will be completed. Our usual process remains unchanged and we’ll only issue a valuation report where a physical inspection has taken place. Please speak 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.

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 payment breaks section). 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.

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Get in touch

Speak to our team for online support, case updates or any other business enquiries.

Lines are open 9am - 5pm Mon to Fri.

0345 266 8928*

0345 266 8928*