Moving Home Safely
Latest advice & FAQs

Covid-19 Update

COVID-19 Update - Version 17, Updated 17/07/2020

The health and well-being of our colleagues, customers and communities is our utmost priority. Following on from the recent government's announcement we’re working hard to ensure that we can return to work whilst keeping everyone safe.

Branches available to visit face to face

We have started to re-open our High Street branches following a risk assessment to ensure the safety of all of our customers and colleagues. All our branches are supported remotely by phone, email and WebChat, and the following branches are currently available if you need to talk to us face to face. To keep everybody safe please follow the social distancing rules and call ahead to let our teams know that you need to see us.

Open branches

FAQs

For added peace of mind, we thought we’d put together some FAQs which might help to answer your queries or concerns at this difficult time.

Landlord FAQs

  • Have all your offices reopened? Chevron Down IconIcon set Chevron Down

    Following recent announcements confirming the re-opening of the Housing Markets, we have now opened the majority of our High Street branches in England, Scotland & Wales in accordance with Government guidelines designed to protect our colleagues and customers. Please contact us by telephone or email before visiting to check we are open and that a colleague will be available. Where your preferred office is yet to reopen we are covering appointments remotely.  We request that you wear a face covering whilst visiting our offices. 

  • Is it possible to have a market appraisal on my property? Chevron Down IconIcon set Chevron Down

    Yes you can. And your safety and that of any incumbent tenants is our first priority. That is why; however you would like us to carry out a Valuation we have the tools to help you. We can visit your property to carry out a safe and socially distant valuation, but we also recognise that for some Landlords you may not want an agent in your property. We can still offer you an accurate valuation remotely based on the latest market conditions. Please use the “Get a free valuation” icon on our website or contact your local branch, we are here to help, however you want to move forward.

  • Is my property still being marketed for let? Chevron Down IconIcon set Chevron Down

    This is one of the things that will not change significantly. We will make sure that your property appears on all of the property portals, Rightmove, Zoopla, and Prime Location. Your property will also appear on our Websites. Remember that 90% of people start their house search online and with more people at home this may well increase. We still have new tenants registering with us every day and we are carrying out viewings in a safe and socially distant way at the property and virtually where we cannot facilitate this. Given the current significance of appearing appealable online if you haven’t you may want to consider our Premium Marketing Pack.

  • Are tenants still looking to rent? Chevron Down IconIcon set Chevron Down

    Yes – During lockdown and in compliance with govt. guidelines we helped to safely rehouse those tenants with an urgent need for accommodation. Over recent weeks we have noticed a marked increase in the number of prospective tenants looking to move. We are actively managing those enquiries and matching tenants with potential properties.   

  • Can potential tenants view my property? Chevron Down IconIcon set Chevron Down

    The Governments in England, Scotland & Wales have confirmed that subject to a number of restrictions individuals from the same household can view a property they are interested in.  Virtual viewings should be used whenever possible to help limit the number of viewings you need to arrange. Prior to the appointment we will provide you with details of how it will be conducted and what is required to help keep everyone safe.      

    In Wales you can only view a property if it is unoccupied and has been empty for at least 3 days, or it has been thoroughly cleaned. It is not possible to view properties that are occupied. Please contact us for further details, including the availability of virtual viewings.   

  • Will the current crisis affect rental values? Chevron Down IconIcon set Chevron Down

    Likely impact to the UK's housing market is as yet unknown. We continue to monitor activity within the lettings sector to and keep our clients as fully informed as possible.

  • When my property is let can I still take out Rent & Legal Protection (RLP) insurance through you. Chevron Down IconIcon set Chevron Down

    Not for the time being. – Sales of RLP policies through our offices have been suspended whilst the policy underwriter assesses under what conditions the product can be re-introduced.  This approach mirrors that seen across a number of insurance products in the market.

  • Does my tenant need to continue paying my rent during the outbreak? Chevron Down IconIcon set Chevron Down

    Yes – Rent remains payable. There is no automatic suspension of rental payments during the crisis.

  • What if my tenant can’t afford to pay rent? Chevron Down IconIcon set Chevron Down

    We have advised tenants that if they are having trouble paying rent then they should discuss this with you as soon as possible. Where payments are made to us, your tenant has been advised to Chat with us on our website or by emailing creditcontrol@countrywide.co.uk. If you would like to speak with someone, please contact your local property management team.

  • Am I under an obligation to help if my tenant is having trouble paying rent? Chevron Down IconIcon set Chevron Down

    Yes – In an update on June 5th Government confirmed that: ”landlords and tenants should work together and exhaust all possible options – such as flexible payment plans which take into account a tenant’s individual circumstances – to ensure cases only end up in court as an absolute last resort”.  

    New rules are being considered “which will mean that courts are better able to address the need for appropriate protection of all parties, including those shielding from coronavirus. This is to ensure that judges have all the information necessary to make just decisions and that the most vulnerable tenants can get the help they need”. 

  • What kind of help can landlords provide if their tenant is having trouble paying my rent? Chevron Down IconIcon set Chevron Down

    This will understandably depend on the landlord's personal circumstances but there is an expectation from govt. that landlords will, where possible, agree to payment plans. In agreeing to a payment plan rent is not waived but delayed by an agreed amount for a set period of time. The balance is either repaid on an agreed date or spread over the remaining period of the tenancy. An unreasonable failure to do so could prejudice a landlords’ ability to gain possession.

  • Is help available for landlords whose tenant is having trouble paying rent? Chevron Down IconIcon set Chevron Down

    Yes – From March landlords with a buy-to-let mortgage have been able to apply to their lender for a 3 month mortgage holiday. In May this was extended for a further 3 months.  Mortgage payment holidays are not automatic with eligibility assessed on a case by case basis. The sum owed remains payable and continues to accrue interest. Please check with your lender before extending support to your tenant based on the suspension of mortgage payments.  

    We understand the Scottish Govt. is establishing a fund for private landlords experiencing difficulties in obtaining rent as a result of the crisis. Loans will be interest-free and payments deferred.

  • I have a Rent & Legal Protection policy. Can I claim during the crisis? Chevron Down IconIcon set Chevron Down

    You should defer to your cover provider to establish details of any restrictions applicable to your policy as a result of the current crisis. If you have arranged cover through us then please email rlp@countrywide.co.uk.

  • Can I evict my tenant during the crisis? - England & Wales Chevron Down IconIcon set Chevron Down

    No – On June 5th Government extended the suspension of new evictions until August 23rd 2020.   

    Effective March 26th 2020 landlords are required to serve their tenant with 3 months’ notice of their intention to seek possession as opposed to the usual 2.

    Government has also announced that new rules are being considered “which will mean that courts are better able to address the need for appropriate protection of all parties, including those shielding from coronavirus. This is to ensure that judges have all the information necessary to make just decisions and that the most vulnerable tenants can get the help they need”. 

  • Can I evict my tenant during the crisis? – Scotland Chevron Down IconIcon set Chevron Down

    No – Effective April 7th the minimum notice period for the service of notice seeking possession was extended to 6 months. A shorter notice period of 3 months applies where possession is required by the landlord for his own occupation or as a result of antisocial or criminal behaviour.

    The First Tier Tribunal will not be sitting until May 28th. This may be subject to extension.

  • Can my tenants give notice? Chevron Down IconIcon set Chevron Down

    Yes – Your tenants can give notice by emailing terminations@countrywide.co.uk. When we have received their notice, we will contact you to let you know.

  • Is your property management department open? Chevron Down IconIcon set Chevron Down

    Yes – Supporting tenants and landlords in the properties we manage was an immediate priority as lockdown was announced. Landlords and tenants can contact us on the usual property management telephone number.

  • What about undertaking property repairs? Chevron Down IconIcon set Chevron Down

    The easiest way for tenants to report repairs is through our website. They will also receive helpful advice on what to do in an emergency. Our property management centres work with an extensive bank of contractors. At the date of this update, most are working as normal and therefore able to undertake essential maintenance and safety inspections.

  • What about contractors accessing the property during the crisis? Chevron Down IconIcon set Chevron Down

    With properties managed by us, the contractor will call the tenant directly to arrange access to help ensure the safety of all concerned. Tenants should advise them of any self-isolation or illness within the household. When providing access, social distancing protocols should are observed. If the tenant is transferring keys they should do so in a secure envelope ensuring they are sanitised before and after use.  Where keys are held at our local office they can be collected by the contractor by prior appointment.

  • What if the Gas Safety Record needs to be renewed during the crisis? Chevron Down IconIcon set Chevron Down

    Where the property is managed by us, we are reminding tenants that renewal of the annual Gas Safety Record is an important part of keeping them safe in their home. Government has confirmed that tenants should, where it is safe to do so, allow access for inspections to take place.

  • What if my tenant is self-isolating or refuses access to the property? Chevron Down IconIcon set Chevron Down

    Your tenant should where reasonable and safe, continue to allow access for repairs and safety inspections. If access is refused then efforts to undertake repairs and carry out safety inspections should be carefully documented and regularly followed up until the work has been completed.

  • What about the forthcoming requirement for electrical safety testing in England? Chevron Down IconIcon set Chevron Down

    The requirement for all new tenancies and most renewals commencing July 1st 2020 to have an Electrical Inspection Condition Report (EICR) remains unchanged. If we manage your property we will be in touch with you shortly. In the meantime please contact us if you have any questions.

  • Are you still doing property inspections? Chevron Down IconIcon set Chevron Down

    No - Our usual cycle of routine property inspections has been suspended in order to protect the safety of tenants and colleagues alike. We are revisiting this policy at the end of June in line with the Governments lockdown restriction review phasing. If you have any individual concerns please discuss them with your property manager.

  • Will you keep me updated on any changes relating to the crisis? Chevron Down IconIcon set Chevron Down

    We update these FAQs in line with government announcements. You can also visit www.gov.uk/coronaviruswww.gov.scot and www.gov.wales for updates.

Tenant FAQs

  • Do I need to continue paying my rent during the outbreak? Chevron Down IconIcon set Chevron Down

    Yes – Rent remains payable. There is no automatic suspension of rental payments during the crisis.

  • What if I can’t afford to pay my rent? Chevron Down IconIcon set Chevron Down

    If you are having trouble paying your rent it is important that you discuss this with your landlord as soon as possible. If you make payments to us then please contact your local branch.

  • Can my landlord help me if I’m having trouble paying my rent? Chevron Down IconIcon set Chevron Down

    Government has an expectation that landlords will, where reasonably possible, support tenants in difficulty. There is currently no legal obligation on landlords to support tenants during the crisis. Any support they can offer may well be dictated by their own personal circumstances.

  • What help might a landlord be able to provide if I’m having trouble paying my rent? Chevron Down IconIcon set Chevron Down

    This will depend on your landlords personal circumstances but might include allowing you to make reduced/ deferred payments by way of a payment plan. If this happens it is important that you don’t breach the terms of the plan.

  • Is other help available for tenants who are experiencing trouble in paying their rent? Chevron Down IconIcon set Chevron Down

    Yes – If you are having difficulties and need further help this is available from your local authority, Shelter, Citizens Advice and The Money Advice Service.

  • Can I be evicted from my home during the crisis? Chevron Down IconIcon set Chevron Down

    No – For an initial 90 days from March 27th no tenant will be expected to move and no landlord can take possession. This 90 day period maybe extended.

  • What if a repair is required at the property during the outbreak? Chevron Down IconIcon set Chevron Down

    Your landlord is still required to repair the property. There is an expectation that landlords and tenants will be reasonable and sensible around any non-urgent maintenance.

  • What if a repair is required at the property during the outbreak? Chevron Down IconIcon set Chevron Down

    You are still required to repair the property. There is an expectation that landlords and tenants will be reasonable and sensible around any non-urgent maintenance.

  • Are you open during the crises for me to report repairs? Chevron Down IconIcon set Chevron Down

    Yes – The fastest and easiest way to ensure that we are notified of a repair when we manage the property is by logging onto our website – choose “Rent” – “Report a Repair”. You will also receive helpful advice on what to do in an emergency. Like many employers, we are operating a reduced workforce in the interest of keeping our staff safe. However, you can still contact us on our usual property management number.

  • What if I’m notified that the Gas Safety Record needs to be renewed during the crisis? Chevron Down IconIcon set Chevron Down

    Renewal of the annual Gas Safety Record is an important part of keeping you safe in your home. It includes checks for carbon monoxide production. Carbon monoxide is a colourless odourless gas that can quickly kill, hence it often being referred to as the “Silent Killer”. Allowing access for the inspection to take place is therefore very important (see below). Remember to test any smoke and carbon monoxide alarms fitted at the property on a weekly basis.

  • What about contractors accessing the property during the crisis? Chevron Down IconIcon set Chevron Down

    Keys cannot be collected from our branches during the crises. To ensure your safety and that of the contractor, they will call you directly to arrange access. Please advise them of any self-isolation or illness within the household. When providing access ensure that social distancing protocols are observed. If keys are transferred do so in a secure envelope ensuring they are sanitised before and after use.

  • Useful Information Chevron Down IconIcon set Chevron Down

    Fire

    • If you smell smoke or see fire call 999 immediately.
    • If living in a development of flats ensure that you are familiar with building evacuation protocols in the event of a fire.

    Gas

    • If you smell gas or think there may be a leak, open windows and doors and leave the property immediately. Do not turn on lights or light a cigarette.
    • Call the National Grid straight away on 0800 111 999, nationlagrid.com.
    • If in doubt call 999 immediately.

    No Electricity/ Supply Tripping

    • Check there is sufficient credit on the meter if you have a pre-payment meter.
    • Check with your neighbours and/ or your energy provider to establish if there is a problem in your area.
    • If your electricity keeps tripping (going off) turn off/ unplug appliances gradually turning them back on until the supply trips. This should highlight the problem device.
    • If the problem persists report the problem to us where we manage the property.

    Burst Pips

    • Turn off the water supply at the stopcock.
    • Use containers to try and catch the water.
    • If the water is close to electricity supplies or appliances immediately switch off the electricity supply at the mains.

    Loss of Water Supply

    • Check if your neighbours have the same problem
    • Check if the water authority serving your area has turned off the supply.
    • Contact the supplier if the problem persists.

    Lack of heating/ hot water

    • The majority of problems can usually be rectified with reference to the manufacturer’s instructions. Copy instruction manuals are readily available online.
    • Check that thermostats and timers haven’t inadvertently been adjusted.
    • With gas boilers try re-setting the pilot and re-pressurising the system with reference to the instruction manual.
    • If you have a hot water cylinder check to see if it has an immersion heater that you can use until the boiler is repaired.
    • If the problem persists report the problem to us where we manage the property.

Conveyancing FAQs

  • I have exchanged contracts with a future completion date, but my circumstances have changed, and I now cannot complete my house purchase or sale. What should I do? Chevron Down IconIcon set Chevron Down
    • Once you have exchanged contracts, you are contractually bound to complete your sale or purchase on the agreed completion date.  If you are unable to do so, whatever the reason, you will be in breach of contract. This has always been the case, irrespective of the COVID-19 implications. 
    • The implications of this can range from payment of interest under the contract for late completion, loss of the 10% deposit paid on a purchase or refund of the deposit paid on a sale, and other reasonable costs that flow from the breach of contract.  In a long chain, this could include significant costs being passed on to the defaulting party, or having to chain break and find temporary accommodation to enable a sale to go through to avoid a breach of contract.
    • If you believe you can no longer complete, contact your Property Lawyer.
  • I know my case is ready to exchange and complete, what should I do? Chevron Down IconIcon set Chevron Down

    We are still exchanging and completing cases, but minimising the risks by advising that the safest option is to proceed by completing on the same day as exchange of contracts, or with a shorter than usual interval between exchange and completion.

    Ordinarily, there is a period of time between exchange of contracts and legal completion. However, in these uncertain times, there are a number of additional risks which may restrict your ability to move on a predetermined and contractually bound moving date. For example, you or someone in the chain could contract COVID-19 between exchange and completion which will restrict your ability to move. This could lead to hefty financial penalties under the contract.

    Some Law Firms are suggesting additional clauses to be inserted into contracts to potentially mitigate these risks.  Prior to exchange of contracts, your Lawyer will be able to provide you with advice on the options available to you, allowing you to make a decision that’s right for you.

    Our best advice is for you to exchange and complete on the same day or with a short interval between the two dates. Whilst not ideal as you will not have 100% guarantee that you are moving until shortly before, we think this is, on balance, the right approach during these extraordinary times.

    If you think your case is nearly ready to exchange and complete, please keep in regular contact with your property lawyer, as we will be working for you. Please keep your personal and removal arrangements under constant review. 

  • Are there risks exchanging and completing with a short interval/on the same day? Chevron Down IconIcon set Chevron Down

    We are quite used to dealing with simultaneous or short notice exchanges and completions, but they do require the co-operation of all parties involved in the transaction and there are risks.

    • It will be necessary for you to make all the practical arrangements in advance of the proposed completion date, some of which could incur costs in advance even though until contracts have been exchanged, you cannot be certain that the transaction will actually take place. 
    • All parties involved, particularly in a chain of transactions, will have to make the same preparations and if anyone of them cannot make those arrangements in time, or their own circumstances change, the arrangement may collapse at the last minute.
    • If a proposed simultaneous exchange of contracts and completion is not successfully achieved, then all the preparations would have to be repeated in time for an alternative date and you would inevitably incur additional costs (e.g. removals cancellation fee, interest payable on your new mortgage funds ordered in advance, ).

    Whilst we have highlighted the main risks, we believe that in the current climate, this is the right approach which will limit some risks which are more prevalent during this lockdown period, such as;

    • Mortgage lender delays - we know that the majority of mortgage institutions are affected by this crisis, as such there could be difficulties in getting mortgage funds for the day of completion
    • Law firms with limited capacity to operate or closed – during the lockdown period we could see office closures or Law firms who are unable to operate which could affect the ability of a chain to complete
    • Removal firms – Many removal firms are simply not operating during this time, especially in Wales, this may affect the ability of the chain to complete, it is recommended that you continually review your removal arrangements
    • Banks open for business – whilst we have not experienced any issues to date, this could be an issue during the lockdown period. We will continually review this with our bank and liaise with other firms prior to exchanging and completing.
  • I know my case is not ready to exchange, will you still be progressing the legal work and working on it? Chevron Down IconIcon set Chevron Down

    In common with other Law firms, we are operating remotely and at a reduced capacity. You can contact us by e-mail, and the auto response will direct you to respond to a mailbox which will be monitored. We do ask for your patience as we try to manage the unique challenges posed by COVID-19 in the best interests of everyone. We continue to work hard to keep our customers moving and are also focussed on progressing legal work for clients who are expecting to move in the future.  We are also aware that mortgage lenders are reducing their ability to service requests, and an increasing number of Law firms have told us of temporary closure or reduced staffing levels, all of which will have an impact on how much we are able to do.

    During these are uncertain times, we wanted to reassure you that the health and wellbeing of our customers, colleagues and communities remain the utmost importance to us. Please be assured that we are working through all queries and we will deal with your case, although we may not be able to respond as quickly as we would like.

  • Can you help me decide whether to continue with my purchase or sale? Chevron Down IconIcon set Chevron Down

    Although we cannot make decisions for you, we will let you know the possible options and the risks of those options. Then you can consider what would be best for you and the chain of transactions in which you may be involved.  These are extraordinary times, but we are here to support you in your move in any way we can. 

Mortgage and Protection FAQs

  • Can I still get a mortgage to buy a property? Chevron Down IconIcon set Chevron Down

    Yes you can. Countrywide Mortgages Services can still help provide an “Advice and Recommendation service” to help review your mortgage and protection requirements, all from the comfort of your own home.

    Using the technology that Countrywide already has in place, we can progress the whole mortgage and protection application process over the phone and email. This includes digitally signing all the necessary forms and paperwork*. To get started please email admin@mortgagescountrywide.co.uk and include your contact details and we will arrange for a member of our team to call you back as soon as we can. *A fee will be payable for arranging your mortgage. Your Consultant will confirm the amount before you choose to proceed.

    Updated government advice can be found here https://www.gov.uk/guidance/government-advice-on-home-moving-during-the-coronavirus-covid-19-outbreak

  • Is a mortgage payment holiday right for me? Chevron Down IconIcon set Chevron Down

    The mortgage payment holiday is designed to protect the most vulnerable by alleviating immediate financial pressure and any stress or worries they may have in meeting all their financial commitments and day to day needs.

    If you feel that you may struggle financially, taking the payment holiday (either in full or in part) may be the right thing for you to do and in the first instance you should contact your mortgage lender.

    If, however, you feel you can meet your monthly mortgage payments during this crisis, without it impacting on your everyday needs, then you should strongly consider continuing to pay them. 

    If you have taken or are considering taking a mortgage payment holiday, you must be aware, like any holiday, it must be paid for. For example, at the end of the holiday period your repayments to the end of your mortgage term might be recalculated by the lender to consider repayment of the portion of the outstanding loan payable, plus the interest not repaid during the deferred period.

    This may mean your new repayments are greater than you may have budgeted for and cause you further financial difficulty.

    Taking these practical steps may help you determine if a mortgage payment holiday is right for you.

    • Work out your finances.
      • Write down what money you currently have coming in from all sources, then consider any loss of income you may experience as a result of either being furloughed from your place of work or even losing your job due to the impact the crisis has had on your employer or self- employment opportunities.
    • Work out your outgoings.
      • Write down all your outgoings, prioritising these in order of most need, i.e. food, utilities (water, gas, electric) etc. This may be a good time to review whether payment for some of your non-essential commitments can be suspended or cancelled, for example gym memberships etc.
    • Work out what can you afford.
      • If your outgoings including your mortgage payments are likely to place financial stress on you and your family then you should contact your mortgage lender immediately to discuss your payment holiday options.

    It is important that you do not simply cancel your Direct Debit mandate as this may be counted as a missed payment and you will likely be charged by your bank. Your lender will suspend taking payments from your account once they have confirmed you are eligible for and the terms of your holiday have been agreed.

    You have until the 31st October to apply for a payment holiday however this date may be extended further should the crisis continue beyond this.

    Remember; If you can afford to pay any amount toward your monthly mortgage payments without affecting your ability to meet your priority needs, then we recommend you try to do so.

  • Contact details for your mortgage lender. Chevron Down IconIcon set Chevron Down

     

    Lender

    Contact details

    Barclays

    https://www.barclays.co.uk/mortgages/

    BM Solutions

    0345 850 5000

     https://secure.lloydsbank.com/

    Coventry Building Society

    0800 121 8899

    https://www.coventrybuildingsociety.co.uk/

    Halifax

    https://www.halifax.co.uk/mortgages/existing-customers/payment-holidays/?WT.ac=PaymentHoliday

    HSBC

    https://www.hsbc.co.uk/help/coronavirus/

    Leeds

    https://www.leedsbuildingsociety.co.uk/coronavirus-information/

    Nationwide

    https://www.nationwide.co.uk/support/coronavirus/mortgage-payment-holiday

    NatWest

    https://personal.natwest.com/

    Platform

    https://www.co-operativebank.co.uk/news/2020/coronavirus-support-personal-customers

    Precise

    https://www.precisemortgages.co.uk/

    Santander

    https://www.santander.co.uk/personal/coronavirus?icid=php-Hero-Coronavirus-0320

    Scottish Widows Bank

    0345 845 0829

    The Mortgage Works

    https://www.themortgageworks.co.uk/payment-holidays

    Virgin Money

    https://uk.virginmoney.com/contact/support-hub/coronavirus/

     

  • I have taken an initial 3-month payment holiday, but I know that I won’t be able to start paying my mortgage payments again when this period ends, what should I do? Chevron Down IconIcon set Chevron Down

    The government and the FCA have said lenders should continue to support any customer who has already had a payment holiday but need further help.

    As your current payment holiday nears its end, your mortgage lender should contact you to discuss your options. This may be that they offer an extension to the holiday period or work out with you a way for you to begin repaying some of your monthly payment amount to offset the interest accruing and lessen the impact of increased payments at the end of the extended term or when you can afford to begin repaying your monthly payments in full.

    Your mortgage lender may also suggest transferring your current arrangements to an alternative fixed or reduced rate deal.  If this is their suggestion, it may be advisable to seek further advice from a Countrywide Mortgage and Protection Consultant.  Here at Countrywide we are able to consider a wide range of mortgage products from across the market place and may be able to find a better rate or product with an alternative lender, which may be more suitable for your current and future needs.

    We do however agree that where you can meet some or all of your mortgage payments, you should begin to do so as soon as you can. This is providing of course that you can meet your day to day needs for you and your family and not overstretch yourself and missing a mortgage payment, as this may count as a payment default, again leading to you possibly being charged. Where possible, avoid using an overdraft facility to meet your payments as this could lead to future financial problems.

  • Can my lender repossess my home if I am unable to make any or all of my payments when the payment holiday ends?’ Chevron Down IconIcon set Chevron Down

    The government has placed a ban on mortgage lenders repossessing homes during the period of the pandemic, and this will continue to 31st October 2020. This is being reviewed constantly as the full impact of the crisis unfolds.

    If you are worried about money, relying on credit cards and overdrafts to pay your bills, or you are regularly missing payments due, please seek advice from a specialist debt agency.

    Talking  through financial issues with a debt adviser can help. 

    Please find below some suggested sources of debt management advice:

  • Will my ability to access credit, obtain a mortgage/re-mortgage be affected if I take or extend a payment holiday? Chevron Down IconIcon set Chevron Down

    The government and the FCA have instructed financial institutions that any payment holiday, either full or in part should not impact an individual’s credit file however as lenders can use other sources to assess your creditworthiness it cannot be guaranteed that your access to credit will be unaffected.  This is why it may be in your interest to only take out or extend a payment holiday if there is no other alternative for you.

  • Can I still remortgage as my current interest rate is coming to an end? Chevron Down IconIcon set Chevron Down

    Following the recent Bank of England base rate cuts many lenders are still offering low remortgage rates for customers looking to reduce their monthly mortgage payments.

    Countrywide Mortgages Services can still help provide an “Advice and Recommendation service” and using the technology that is already in place, we can progress the whole remortgage application process over the phone and email. This includes digitally signing all the necessary forms and paperwork*.

    To get started please email admin@mortgagescountrywide.co.uk and include your contact details and we will arrange for a member of our team to call you back as soon as we can.

    *A fee will be payable for arranging your mortgage. Your Consultant will confirm the amount before you choose to proceed.

  • How do I get in touch with my Mortgage and Protection Consultant if the branch is closed? Chevron Down IconIcon set Chevron Down

    If you have been liaising directly with your Mortgage Consultant then please continue to do so using the email or telephone number that they have supplied to you.

    We have set up a central email address for all new enquires and this is monitored regularly. Please email admin@mortgagescountrywide.co.uk and include your contact details and we will arrange for a member of our team to call you back as soon as we can.

  • How do I make a claim on my AXA or AVIVA policy that I arranged through Countrywide? Chevron Down IconIcon set Chevron Down

    If you have to make a claim or have a query on either your household or personal protection policies, in the first instance please refer to your policy document which will highlight all the main helpline numbers.

    We have however listed all of the main contact numbers for both AXA and AVIVA below.

    Please do not cancel a policy without first speaking to us, as your valuable protection will no longer apply. If you wish to change or adjust any of your policies, or you wish to take additional cover then please contact us at admin@mortgagescountrywide.co.uk and include your contact details and we will arrange for a member of our team to call you back as soon as we can.

    AXA:

    AXA Claim - Homeowner

    Contact

    Buildings, Contents, Personal Possessions and Pedal Cycles

    0345 521 3905

    Domestic Helpline and Home Emergency

    0330 058 1638

    Legal Helpline and Legal Expenses

    0330 058 1641

     

    AXA Claim - Landlord

    Contact

    Buildings, Landlord’s Contents and Carpets, Curtains and White Goods

    0345 521 3905

    Domestic Helpline and Home Emergency

    0330 058 1639

    Legal Helpline and Legal Expenses

    0330 058 1643

     

    AXA Claim - Tenant

    Contact

    Contents, Personal Possessions and Pedal Cycles

    0345 521 3905

    Legal Helpline and Legal Expenses

    0330 058 1642


    AVIVA:

    Personal Protection

    Contact

    Changing details, making a claim or ask a question

    Aviva Contact Us

    Manage your existing policy

    Aviva My Account

     

  • Can I defer my insurance/protection payments? Chevron Down IconIcon set Chevron Down

    Yes customers who are struggling financially due to Coronavirus (COVID-19) can now defer premiums for up to 3 months whilst retaining their important benefits and levels of cover.*

    If you would like to apply to defer your payments then in the first instance please use the contact details below;

    AVIVA  Protection policies

    Apply using either their website or contact  AVIVA direct on 0800 2851 098

    AXA insurance policies

    Apply by contacting Countrywide Insurance Services on 01908 961399

    * Please note that Terms and conditions apply and the scheme is currently available until 18 August 2020.