We understand some of our customers may be worried about making their next mortgage payment. Regardless of when your next payment is due, you can apply for a mortgage payment holiday online.

Please read the information below to make sure you understand the full details before applying or find out how to contact us if you can’t make your next mortgage payment within the next 10 days.
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What is a mortgage payment holiday?

If you’re adversely affected by coronavirus, the government has confirmed that you can take a mortgage payment holiday on your residential or Buy to Let mortgage for up to 3 months to help your financial situation.

Taking a mortgage payment holiday, means that you don’t pay your mortgage for up to 3 months and we’ll add those payments to your mortgage balance. 

As a result:

  • your mortgage balance will increase
  • the amount of interest you pay will increase
  • your monthly payment will increase and be recalculated over your remaining mortgage term. 

There’s no fee for taking a mortgage payment holiday.

If you’re currently up to date with your payments, the mortgage payment holiday won’t impact your credit file, and you won’t go into arrears on your mortgage.

Please be aware that if you pay by Direct Debit and your mortgage payment is due within the next 10 days, we may not be able to arrange the mortgage payment holiday for your next monthly payment due to the automated Direct Debit collection process. If not, it will take effect from the following month.

If you don’t pay by Direct Debit, you’ll need to stop making your mortgage payments during your payment holiday.  Please make sure you allow enough time to stop or cancel your payments before they’re due.

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If I need to take a mortgage payment holiday will I still be charged interest on my mortgage?

Yes, if you take a mortgage payment holiday, we’ll add your monthly payments to your mortgage balance. 

This means that your mortgage balance will increase and the amount of interest you pay will increase for the remaining term of your mortgage. Your monthly payment then increases to reflect this after the payment holiday has ended. 

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How can I apply for a mortgage payment holiday? 

  • Online – regardless of when your next payment is due, it’s quick and easy to apply for a payment holiday. 
  • By phone – if you can’t make your next mortgage payment which is due within the next 10 days, call us on 0800 023 4603. Please be aware that our wait times may be longer than usual.

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My mortgage is already in arrears. Can I apply for a payment holiday and how will it affect my mortgage?

Yes, you can apply for a mortgage payment holiday if your mortgage is already in arrears, which means you’re not up to date with your monthly payments.

Your existing arrears balance will still be payable to us and you’ll be charged interest on your arrears which will be added to your arrears balance.

If you already have an arrangement with us to repay your arrears, this arrangement will be cancelled during the mortgage payment holiday. We’ll contact you when your payment holiday ends to agree a new arrangement with you.

Making additional payments
If your circumstances change during or after the mortgage payment holiday period, you can overpay on your mortgage to reduce the balance and therefore the additional interest to be charged. For more information on how to overpay please visit our Manage your mortgage page. Please note if you use Online Banking, you can’t make an overpayment online during your payment holiday period. 

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Can I apply for a mortgage payment holiday online?

Regardless of when your next payment is due, you can apply online for a mortgage payment holiday. 

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After I’ve requested a payment holiday, should I cancel my Direct Debit? 

No. Once we’ve processed your request, we’ll pause your Direct Debit, so your mortgage payment won’t come out of your account. When your payment holiday ends, we’ll automatically start taking your Direct Debit again. If you cancel your Direct Debit, we won’t be able to take your new monthly payment which will mean you’ll need to set it up again, and ultimately, it could you lead to your mortgage going into arrears.

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Once I’ve applied for a mortgage payment holiday, what happens next?

Whether you apply for a payment holiday online or by phone, once we’ve received your application, if you’ve provided your mobile number, you’ll receive a text message the next day letting you know we have  your application. 

Once we’ve processed your application, we’ll send you another text message confirming that we’ve set up the payment holiday. We’ll also send you confirmation by post including what it means for your mortgage. Please be aware that there could be delays to the postal service.

Then during your payment holiday period, we’ll write to you after each monthly payment is added to your mortgage balance confirming your new monthly payment.

If you use Online Banking, you’ll be able to see that your payment holiday is active under ‘Manage my mortgage’. You may also note under ‘View transactions’ that it shows an arrears balance at the top next to your outstanding balance during the payment holiday period. You don’t need to worry about this as your account won’t be in arrears as a result of the payment holiday and your credit file won’t be negatively impacted or worsen if you’re already in arrears.

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I requested a mortgage payment holiday, but my Direct Debit payment has still been taken from my bank account. Why has this happened?

We’re currently receiving a high volume of mortgage payment holiday requests and we’d like to reassure you that we’re working as quickly as possible to set them up.

If your mortgage payment was due within 10 days from the date you applied for your payment holiday, we may not have been able to arrange for the payment holiday to start from your April payment due to the automated Direct Debit collection process. You’ll still get the payment holiday period you asked for, but it will start from your May payment.

If your mortgage payment was due more than 10 days from the date you applied for your payment holiday and you can still make your April payment, you do not need to do anything. Your payment holiday will start from the May payment for the period you asked for. However, if you still need to talk to us about your April payment, please call us on 0800 783 9738 and we’ll help you. Before calling please check first that your Direct Debit has been taken from your account. Please be aware that our wait times may be longer than usual.

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I’m concerned that I might struggle to pay my mortgage over the next few weeks/months due to coronavirus. What shall I do? 

If you’re able to make your monthly mortgage payments for the time being, please carry on doing so. 

However, if your situation is likely to change within the next month as a result of coronavirus, the quickest and easiest way for you to apply for a payment holiday is online. 

Or call us on 0800 023 4603 if you can’t make your next mortgage payment which is due within the next 10 days. Please be aware that our wait times may be longer than usual. 

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I’ve got more than one mortgage with Santander for which I’d like to take a payment holiday. How do I apply online? 

If you have more than one Santander mortgage you want to take a payment holiday for, please complete a separate online form for each property.

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What do I do if I now want to cancel, extend or reduce my payment holiday period? 

If you’ve applied for a mortgage payment holiday and you’d now like to cancel it, call us on 0800 917 5630 and we’ll help you. Please be aware that our wait times may be longer than usual.

If you’ve applied for a mortgage payment holiday and you’d now like to extend or reduce the payment holiday period, we’re working as quickly as possible to allow you to do this and we’ll update our website when this is available. In the meantime, please do not call us to request this. We ask you not to make a further payment holiday request either online or by phone for the amended payment holiday period as this will not be processed. Please note you can’t currently have a payment holiday period of more than 3 months.

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What can I do to reduce my increased mortgage balance? 

If your circumstances change during or after the mortgage payment holiday period, you can overpay on your mortgage to reduce the balance and therefore the additional interest to be charged. For more information on how to overpay please visit our ‘Manage your mortgage’ page. Please note if you use Online Banking, you cannot make an overpayment online during your payment holiday period. 

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How do I sign up for Online and Mobile Banking so that I can manage my mortgage online?

You can view your mortgage using Online and Mobile Banking. Online Banking allows you to see useful information as well as make overpayments, explore and secure a new deal for your existing mortgage and borrow more.

Sign up online
If you have a Santander current account, savings account or credit card as well as your mortgage, sign up using your account details.

If you only have a Santander mortgage, sign up here. You'll need your mortgage account number which you can find on your annual statement or on any letter from us about your mortgage.

Sign up by phone
Call our team on 0800 783 9738 and have your mortgage details to hand.

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My property is due to be inspected in person by a valuer. Is this still going ahead?

Following the latest government advice, our valuation partners are no longer able to inspect properties in person. They’re currently contacting agents and property owners to make them aware. It’s important to note that our valuation partners are not cancelling valuations, but simply placing them on hold until further notice. 

Where we can check the property value without needing to enter the property, we’ll continue to do this.

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I recently requested to change my existing Santander mortgage deal and I’m concerned that coronavirus may prevent my request from being processed. What do I do?

We’d like to reassure you that all our product transfer requests are being reviewed and processed as normal. If you have any questions about your transfer request, please speak to your mortgage broker or a member of our Santander Mortgage Telephony team. We may be busier than usual, so we please ask you not to contact us unless you need to update us about your product transfer. 

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I recently requested to change my existing Santander mortgage deal. Will my new mortgage deal still start on the date you’ve communicated to me if I’ve requested a payment holiday or my payment holiday has already started?

Yes, your new deal will start on the date previously communicated to you and  you‘ll receive another email confirming this as well as a completion statement as soon as it starts.

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Can I request a new deal with Santander if I’ve already applied for a payment holiday or my payment holiday has started? 

Yes, you can apply for a new deal if your existing deal ends within the next 4 months.

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How do I request a new deal with Santander?

The deals available to you are exactly the same whichever way you apply:

  • If you already use Online Banking, once logged on go to the Manage my Mortgage Hub to review and compare all the new deals available to you. If you’re happy to choose a deal without advice, you can also request your new deal
  • Alternatively, you can change your deal using our Online Mortgage Transfer Service without advice 
  • Contact your Independent Financial Adviser (IFA) or mortgage broker.

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