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Covid19 (Coronavirus): How we are supporting you

Newbury Building Society is here to help you, our customers and members.

As Covid19 continues to impact all of us, we are monitoring and acting upon communications from Government to ensure we protect employees, customers and members and continue to provide essential services the best we can. 

Keeping us all safe 

Please observe the social distancing measures outlined below when visiting our branches. 

PLEASE NOTE: The wearing of face-coverings in our branches is mandatory for all members in line with Government guidelines. Employees are required to wear face-coverings except when serving members behind a screen.

  • Please maintain a distance of 2 metres between you and other customers within the branch and whilst waiting outside
  • The maximum number of customers permitted in the branch at one time will be displayed at the entrance, this will depend on the size of the branch you are visiting 
  • Please note that some of our counter positions are closed to maintain social distancing
  • We currently only offer telephone appointments for savings and mortgages 

Please do not enter our branches or head office if you

  • Have Covid-19 or its symptoms
  • Are living with someone who is self-isolating
  • Have been in contact with someone who has tested positive for Covid-19; or
  • Have travelled to countries that are not on the Government's travel corridor list. 

We are taking precautions in all our branches and head office, by using sanitisers and regularly cleaning bank and front office areas and banking halls, so please take the same precautions so we can keep everyone safe and limit the spread of Covid19.  

Staying Covid-19 secure in 2020

Please see our HSE declaration confirming our compliance with the government’s guidance on managing the risk of COVID-19.

Branch services 

We are prioritising counter services for members who need access to their money. We are aiming to keep to normal branch opening hours however this may not always be possible. Please check our branch opening times regularly to ensure you are not disappointed should your local branch be temporarily closed. 

A full list of any temporary changes to opening times can also be found here

Face to face appointments are currently suspended, however we can talk to you by telephone or, in some cases, video conferencing. We are currently opening new savings accounts, however would encourage you to apply remotely where possible using our ‘myaccounts’ online service

Alternative ways to access money from your savings account 

If you are unable to come into the branch to use our counter service, you can operate your account by post or ask a third party to access money for you.

We encourage you to register to use the Society’s online service ‘myaccounts’. This enables you to transfer funds from your savings account to a nominated current account. Please note you should allow 3-4 days for registration and you may need to provide verification of your current account. 

Tell us if you may have problems paying your mortgage 

To support borrowing members, whether they are impacted directly or indirectly by Covid-19, Newbury Building Society will offer an initial payment deferral (holiday) for up to 3 months with a second deferral of 3 months (total 6 months) to those members who are experiencing issues with their finances as a result of the Covid-19. Borrowers who have not taken a second payment deferral may apply for one up to the end of 31 March 2021, subject to the maximum 6 months period allowed under the Government scheme. 

A payment deferral does not mean that the Society waives the payment of your mortgage and interest. The amount is repayable after the payment deferral period and interest is charged during the period.

Please refer to our mortgage payment problems webpage for more information on how to set up your mortgage payment deferral and what happens at the end of the period.

Coronavirus and your mortgage application

Please note: due to the current situation our Underwriting team are currently taking up to 5 working days to assess new applications requests and supporting documentation and will be in touch after this time.

If you applied to us via a mortgage intermediary or mortgage broker, please get in touch with them to request your extension in the first instance.

Please bear with us 

Due to the impact of Covid-19 (Coronavirus), our Customer Service Teams in branches and head office are experiencing higher than normal volumes of calls and transactions. 

We would like to thank you for your patience and will deal with your enquiry as soon as we can. In these difficult times, we remain focused on providing you with the excellent service and support you have come to expect of us, and we thank you for your continued loyalty. 

Please continue to check here for the latest updates. 

Be scam aware: if you're worried about fraud, visit our online security hub for guidance on how to keep your personal information and money safe.

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01635 555700

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