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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 do not visit 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 recently travelled to any of the high risk countries detailed on the Government’s website

Please observe social distancing measures in our branches and respect the space of those around you, we recommend you follow the Government’s social distancing measures

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.  

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 like many other mortgage lenders will offer a payment holiday for up to 3 months to those members who are currently up to date with their mortgage payments and are experiencing issues with their finances as a result of the Covid-19.  

A payment holiday does not mean that the Society waives the payment of your mortgage and interest. The amount is repayable after the payment holiday over an agreed time and interest is charged during the period. 

Please refer to our mortgage payment problems webpage for more information and to access our quick and easy Mortgage Payment Holiday Form, which needs to be completed and emailed to us to set your payment holiday up. 

Coronavirus and your mortgage application

We have responded to government guidelines to support customers whose home purchases have been delayed due to the COVID-19 pandemic.  Any customer whose mortgage offer is due to expire on or before 31 May 2020 will be entitled to a three month extension to the mortgage offer providing there has been no material change to their personal circumstances.

What you need to do:
If you are a customer in this position, and require an extension to your mortgage offer, please contact us by email. We we will respond within 5 working days.

To help us help you, please provide us with the following information:

  • Your name
  • Your mortgage application reference
  • Confirmation that your personal and financial circumstances haven’t materially changed since you submitted your 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 555777

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