Coronavirus Update – Physical Valuations Last updated – Wednesday 13 May

In light of the recent government announcement, we are expecting physical valuations in England will be able to resume shortly. We are working closely with our surveying firm, Connells to ensure that all physical valuations which have been on hold during lockdown, are booked in and completed at the earliest opportunity while ensuring social distancing takes place as much as possible during the valuation, for the safety of both vendors, owner-occupiers and surveyors. Please bear with us during this time while we work through the detail of this. There will be further updates provided to our coronavirus FAQs section in the coming days.

Supporting you and your clients through this challenging time

With coronavirus (COVID-19) dominating the headlines, we wanted to provide some reassurance that we are doing everything we can to offer the best possible service during this unprecedented time.

Contacting us

First and foremost, we’re here to support you and your clients. We will make sure we are keeping you up to date with all the latest announcements and any changes you need to be aware of via our website, social media and email.

In the meantime, if you have any questions, there are several ways you can get in touch with us, these are detailed at the bottom of this page.

But please remember, our people are also affected by the current situation, so we thank you for your patience and understanding.

Mortgage payment holidays for our customers

If your clients are concerned about making repayments on any residential or buy to let property as a result of the current Coronavirus situation, we’re here to support them.

If you client wants to request a mortgage payment holiday, which will allow them a period of flexibility during this challenging time, further information around this can be found here.

We recommend that they get in touch with us as soon as possible, so we can try to help resolve any issues early.

Temporary changes


In response to the latest government guidelines around the coronavirus outbreak we’ve taken the difficult decision to make some temporary changes to our service. You can read more about these changes on our Product Range page.

Lending policy

In response to the coronavirus outbreak and customers circumstances being affected such as being furloughed, we've taken the decision to make some temporary changes to our lending policy. You can read more about these changes on our Coronavirus FAQs page.


We have put together a series of FAQs covering questions you may have around mortgage payment holidays, our current service, new business and valuations, and documentation, which can be found on our new Coronavirus FAQs page.

We’ll be keeping these updated with any changes throughout the current situation.

Stay safe from fraud

Unfortunately, fraudsters can see times of uncertainty as an opportunity. Stay alert to suspicious emails, calls or texts claiming to be from us or your bank.

Security experts are warning that cybercriminals are targeting individuals and business in phishing attacks disguised as information about how to protect yourself or even cure coronavirus.

Some common scams associated with coronavirus are:

  • Click here for a cure
  • COVID-19 tax refund
  • Safety measures
  • The virus is now airborne
  • Donate here to help the fight

Be careful about where you get your information from about coronavirus, use Government and NHS websites or reputable news outlets for the latest information. Remember to treat any contact via email SMS which you are not expecting with caution and think before you click any links.

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