Existing customer support number: 0800 298 5714

Here to support you

We understand you may be worried about the impact coronavirus (COVID-19) could be having on your finances. Please be assured we’re here to support you and will help you if we can.

Our team will deal with your emails and calls as quickly as possible. We're aware that there may be delays to the postal service across the country and whilst we're not currently experiencing these delays, we'll be sure to keep you updated should this change.

A full list of frequently asked questions and answers is available here.

Details of COVID-19 support schemes that may be available to you can be found here.

You’re a RESIDENTIAL customer and are experiencing financial difficulties

The Covid-19 Support Scheme ended on 31 March to new applicants. However, if you currently have a mortgage payment deferral in place under the Covid-19 Support Scheme you may be eligible to extend this for up to a maximum of six months in total. The payment deferral will not be reported to the Credit Reference Agencies and must end by the 31 July 2021. Please note that this is not the only way that other lenders can tell if you have taken a mortgage payment deferral and you should seek independent advice if you’re unsure about what to do.

If you’re able to maintain your regular mortgage payments then you should continue to do so. However, if you’re concerned about your ability to make future mortgage payments, we may be able to consider additional forbearance for a short period of time.

It’s important to remember that if we’re able to agree a temporary change to your mortgage payments, the amount unpaid is still owed and if you pay less than the interest due your mortgage balance will increase, as will the amount of interest you pay over the remaining term of the mortgage. We’ll also report the arrangement to the Credit Reference Agencies, which could affect your ability to borrow money in the future.

What information we’ll need from you

To enable us to consider what support we can give you, we’ll need a full understanding of your current household income and outgoings. We’ve worked alongside Paylink Solutions to enable our customers across the Group to complete an online income and expenditure form.

Please click here to access the system and the form.

You'll be directed to an external website where you'll see reference to all brands within our Group. Charter Court Financial Services announced its combination with OneSavings Bank in 2019, a retail savings and specialist lending group with a family of distinct brands.

Completing this form and submitting it through the portal will allow us to assess the information before we call you to discuss the matter further. We aim to deal with all requests within 5 working days. If you haven’t heard from us in this time please call our team on 0800 781 8558.

If you’re unable to access the online income and expenditure form you can complete a manual income and expenditure form by clicking here.

Once completed you can email the form to us at [email protected].

Please be aware that this is an unencrypted mailbox and any personal information sent to it will not be secure.

Alternatively, you can return the completed form to us by post at the address below. We’re aware that there may be delays to the postal service across the country and whilst we’re not currently experiencing these delays, we’ll be sure to keep you updated should this change.

Precise Mortgages,
PO Box 6075,
Wolverhampton,
WV10 6TD.

A member of our team will call you within 7 working days to discuss your request further.

Should you have any questions before completing either form please see our frequently asked questions or contact us directly.

If we’re unable to offer assistance our team will provide guidance on what steps you need to take and may suggest that you seek independent financial advice. We cannot offer advice about debts you hold with other organisations. In such instances, you should speak to the organisation involved and/or approach an independent free debt advice service. Contact details for some of these services are listed below. There are also a number of self-help tools, money guidance sites or debt advice options which are available to you at the foot of this page.

You’re a BUY TO LET customer and are experiencing financial difficulties

The Covid-19 Support Scheme ended on 31 March to new applicants. However, if you currently have a mortgage payment deferral in place under the Covid-19 Support Scheme you may be eligible to extend this for up to a maximum of six months in total. The payment deferral will not be reported to the Credit Reference Agencies and must end by the 31 July 2021. Please note that this is not the only way that other lenders can tell if you have taken a mortgage payment deferral and you should seek independent advice if you’re unsure about what to do.

If you’re able to maintain your regular mortgage payments then you should continue to do so. However, if you’re concerned about your ability to make future mortgage payments, as a result of your tenant not paying you, we may be able to consider additional forbearance for a short period of time.

It’s important to remember that if we’re able to agree a temporary change to your mortgage payments, the amount unpaid is still owed and if you pay less than the interest due your mortgage balance will increase, as will the amount of interest you pay over the remaining term of the mortgage. We’ll also report the arrangement to the Credit Reference Agencies, which could affect your ability to borrow money in the future.

What information we’ll need from you

To enable us to consider what support we can give you, we’ll need a full understanding of your current circumstances, which may include a review of your personal finances as well as the issues with your rental income.

It would be helpful if you have all of this information available prior to speaking with us.

For customers who have less than three rental properties, we’ve worked alongside Paylink Solutions to enable our customers across the Group to complete an online income and expenditure form. If you’re unable to access the online income and expenditure form you can complete a manual income and expenditure form.

If you’re a portfolio landlord (three or more rental properties), the online facility may not be suitable to assess your circumstances however we’d still suggest you complete a manual income and expenditure form to aid the discussions.

Completing the online income and expenditure form

Please click here to access the system and the form.

You'll be directed to an external website where you'll see reference to all brands within our Group. Charter Court Financial Services announced its combination with OneSavings Bank in 2019, a retail savings and specialist lending group with a family of distinct brands.

Completing this form and submitting it through the portal will allow us to assess the information before we call you to discuss the matter further. We aim to deal with all requests within 5 working days. If you haven’t heard from us in this time please call our team on 0800 781 8558.

Completing the manual income and expenditure pdf form

Our manual income and expenditure form can be accessed by clicking here.

Once completed you can email the form to us at [email protected].

Please be aware that this is an unencrypted mailbox and any personal information sent to it will not be secure.

Alternatively, you can return the completed form to us by post at the address below. We’re aware that there may be delays to the postal service across the country and whilst we’re not currently experiencing these delays, we’ll be sure to keep you updated should this change.

Precise Mortgages,
PO Box 6075,
Wolverhampton,
WV10 6TD.

A member of our team will call you within 7 working days to discuss your request further.

Should you have any questions before completing either form please see our frequently asked questions or contact us directly.

How we’ll help once we’ve received your income and expenditure form

A member of our team will call you to discuss your current circumstances and to consider if we’re able to offer you short term assistance, or will discuss what other steps you need to take to agree the best practical way forward. Please be aware that we may not be able to offer you alternative payment options and cannot offer advice about debts you hold with other organisations. In such instances, you should speak to the organisation involved and/or approach an independent free debt advice service. Contact details for some of these are listed below.

Ongoing help and support

We’ll continue to monitor your account and work with you to help ensure that any financial hardship is limited.

Your mortgage payment deferral period is due to end and you’d like to make alternative arrangements to repay your deferred payments

Unless you object to this, any mortgage payments deferred during a payment deferral period will be capitalised to your mortgage. This means that your outstanding mortgage balance will increase and the total amount of interest you pay over the remaining term of your mortgage will also increase. To help you understand what ‘capitalised’ and ‘capitalisation’ mean we’ve included a definition in our frequently asked questions and answers.

There are other options available to you if you don’t want to add the capitalised amount to your mortgage. You can choose to:

  • Repay the amount now as a single lump sum.
  • Repay the amount over a shorter period of time by increasing your monthly payment.
  • Discuss the possibility of arranging an extension to your mortgage term. Before any term extension can be agreed, we'll need to talk with you to gain a full understanding of your circumstances.
How these options work
Paying a lump sum

Before we can recalculate your monthly payment you’ll need to repay the capitalised amount. Please call us on 0800 298 5714 to speak to a member of the team who’ll confirm this payment amount. Once we’ve received your payment, we’ll write to you confirming your new monthly payment amount.

You can choose to pay the lump sum by debit card or by bank transfer.

Debit card payments

You’ll need a debit card in your name and registered to the security address, or the correspondence address we hold if you have a buy to let mortgage. Please note we’re unable to accept payments from credit cards.

Bank transfer payments

To make a payment by bank transfer please call us on 0800 298 5714 to confirm the relevant bank details.

Increasing your monthly payment amount

If you’d rather not capitalise your deferred payments, which could mean you reduce the amount of interest charged over the term of your mortgage, we can make arrangements with you to increase your normal monthly payment amount so that you repay the capitalised amount over a shorter period of time. This will reduce the amount of interest charged over the term of your mortgage as a result of the payment deferral. To discuss this option further, please contact a member of the team on 0800 298 5714.

Extend the term of your mortgage

Extending your mortgage term will result in you paying more interest over the term of your mortgage, we therefore need to fully understand your circumstances so we can determine why you are making the request and whether we can agree to a term extension.

To enable us to support you, we’ll need a full understanding of your current household income and outgoings. We've worked alongside Paylink Solutions to enable our customers across the Group to complete an online income and expenditure form.

Please click here to access the system and the form.

You'll be directed to an external website where you'll see reference to all brands within our Group. Charter Court Financial Services announced its combination with OneSavings Bank in 2019, a retail savings and specialist lending group with a family of distinct brands.

Should you have any questions before completing the form please see our frequently asked questions and answers or contact us directly.

Once we have confirmation that you’ve completed the process, we’ll review the information provided.

If we’re unable to agree to your mortgage term extension request, we’ll explain the reason why and explain what other options are available to you.

Please note that we’re unable to offer financial advice and it may be necessary for you to seek independent financial advice. The website Unbiased.co.uk can help you find a financial adviser in your local area.

You may find it useful to read our booklet ‘Support with financial difficulties’. We’ve also listed a variety of third party websites and documents that offer free additional support.

Additional help and support

The Money and Pension Advice Service have created a Money Navigation Tool for those affected financially by COVID-19.

Some additional links to debt advice organisations where free advice and support are available.

Your mortgage is secured on your home. Think carefully before securing other debts against your home.
Your home may be repossessed if you do not keep up repayments on your mortgage.