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Latest Information for Branch Customers

To protect the health and wellbeing of our staff and customers our branches remain open Monday – Friday (with reduced opening hours) for essential transactions only, these being withdrawing cash and/or paying in cash or cheques.

Please Do Not visit a branch to update passbooks until normal service resumes, as this is not an essential transaction.

All branches will remain closed on Saturdays until further notice, so please check here for updates on opening times as this may vary at short notice.

Due to the impact of coronavirus, we’re asking customers to only contact us by phone if their enquiry is urgent, as this allows us to prioritise those who are considered more vulnerable.

For further information, please read our list of frequently asked questions below or on our account-specific queries page.


Latest Information for Mortgage Customers

Kent Reliance is offering support to customers that are experiencing issues with their finances as a result of COVID-19, with a payment holiday of up to three months. If you need to request a payment holiday, the quickest and easiest way to do this is to complete our online form. We will aim to get back to you within 5-7 days.

For those customers who have April mortgage payments due, we can confirm that as long as a mortgage holiday has been agreed with us in advance either on the phone or via email, that this payment will not be taken. Further updates for mortgage customers can be found here.

Please be aware that due to the challenging times we’re all experiencing, we’re dealing with a much higher number of calls than normal. We’re still doing our best to help customers as quickly as possible and we appreciate your understanding.

We’ve put together some information below to let you know what steps we’re taking and will update it as and when we receive new information.


What measures are you taking in respect to coronavirus (COVID-19)?

We’re following the government’s official guidelines to reduce the risk to our customers and our team so that we can continue to serve you, whether you bank with us online or if absolutely essential, at a branch.

This is an evolving situation and we will continue to take all necessary precautions in accordance with the latest government guidelines.

How can you reassure me that my money is safe?

Kent Reliance is a trading brand of OneSavings Bank plc, and is regulated by the FCA and the PRA. The Bank conducts regular stress testing designed to test the Bank’s resilience.

We consider our balance sheet to be robust in the face of a severe stress scenario and we maintain actions to preserve our capital during such times as these.

In addition to this, eligible deposits with One Savings Bank plc trading as Kent Reliance are protected up to a total of £85,000 by the Financial Services Compensation Scheme, the UK's deposit protection scheme.

My fixed-rate bond or ISA is due to mature and I have only just received my maturity instructions?

Many of our customers are choosing to call us instead of sending their maturity instruction forms by post. As a result, we’re currently experiencing extremely high call volumes.

In light of the current situation, we’ve extended the cooling-off period (where you can close your new account without penalty if you change your mind) to 30 days from the maturity date. This means that if we don’t receive your instruction in time and automatically transfer your funds into the default product, you’ll still have 30 days from the maturity date to make your decision without penalty.

Where possible, please continue to send your paper maturity instruction form to us and we’ll action your request, penalty free (providing we receive it within the 30 days after your maturity date).

What happens if there’s a confirmed case of COVID-19 within a Kent Reliance branch?

The health and safety of our teams and our customers is of paramount importance and we have detailed plans in place to manage any risk to people and to minimise any potential disruption to managing your accounts.

Am I still able to visit my local branch?

To protect the health of our branch customers and teams at this time, we’re asking customers not to visit our branches unless absolutely necessary. We encourage all customers to register for online services as branch customers will be able to view their balances and statements.

Our branches are currently operating reduced opening times for essential transactions only, in line with government guidelines.

Please note that from 4 April, all branches are closed on Saturdays until further notice. All Kent-based branches and Hythe will be open from 9am to 2pm, Monday to Friday.

Chichester and Littlehampton’s reduced hours are now 10am – 2pm, Monday to Friday.

Our branch opening times may need to change at short notice, therefore we recommend that you check the latest branch information here before starting your journey.

How do I do my banking without visiting my branch?

There are a number of ways you can manage your savings without visiting a branch.

If you'd like to make a withdrawal, you can transfer money to your nominated account by phone or by logging into your online account and sending a request via secure message. If you don’t have a nominated account already set up, you can do this by calling 03451 221122. Due to the challenging times, we’re experiencing a much higher number of calls than normal. We’re doing our best to help customers as quickly as possible and appreciate your understanding.

If you would like to pay into your account, you can do so by electronic transfer, CHAPs or by sending in a cheque. Further information on managing your accounts can be found here or on our account-specific queries page.

How can I make deposits into my regular savings account or branch-only account?

If you hold a regular savings account or branch-only account with us, please set up a standing order with your main bank, which will enable you to make your monthly deposits without having to visit a branch. Alternatively, you can make payments by electronic transfer, CHAPs.

Further information on managing your accounts can be found here. This is where instructions on how to do this by post or telephone can also be found.

Can I still open an account in branch?

We’ve taken steps to help safeguard you and our teams by introducing some changes that will reduce the time you need to spend in the branch. If you’d like to visit a branch, please request an account opening pack, which you can then take home to complete. The pack contains a business reply envelope to enable you to post the completed application back to us. We're not currently opening any accounts in branch.

If you prefer not to visit a branch, you can also print off an application form from the Kent Reliance website. You can then post it to us to Kent Reliance, PO Box 601, Chatham, ME4 9DX. We're aware of significant delays to the postal service across the UK meaning it’s taking a little longer for us to receive your postal requests. Please allow an additional five days before contacting us for an update.

For all new customers, we’ll run an electronic identification check but if this isn't possible for any reason, we’ll contact you by post to request further documents.

You’ll receive a written confirmation that your account has been opened and issued with a passbook during your next branch visit once normal service resumes.

How do I get my passbook updated with my annual interest?

Please don't visit a branch to update passbooks until normal service resumes, as this isn't an essential transaction. If you'd like to view your annual interest, it'll be available to view online from 6 April. Please click here if you would like to register for online services.

Further details on how to manage your accounts can be found here.

Can I take a payment holiday?

Kent Reliance is offering support to customers that are experiencing issues with their finances as a result of COVID-19, with a payment holiday of up to three months.

Here’s what you need to know before applying:
If you're a buy to let customer, you're able to request a mortgage payment holiday but only if your tenants are unable to pay their rent due to COVID-19.

If you've not already taken a mortgage payment holiday of up to three months, and want to apply for one now, please complete our online mortgage payment holiday form. We'll then contact you within 5-7 working days to confirm whether you've been accepted. If you've already submitted an email, you don't need to submit a form as well. We'll process your request for a mortgage payment holiday in the same way.

If you take a mortgage payment holiday, this means that you won't make mortgage payments for up to three months; we'll add these payments onto your mortgage balance unless you contact us before your payments recommence to discuss alternative options for repaying the unpaid mortgage payments.

As a result, your mortgage balance will increase and your monthly payment will be recalculated over your remaining mortgage term. Your monthly payment and the amount of interest you pay will increase for the remaining term of your mortgage.

We'll let you know your new monthly amount at the end of your payment holiday.

Unfortunately we're unable to make any changes in time for payments due in the next 7 days. If your payment is due in the next 7 days and you're unable to make your normal monthly payment, please call our Collections Team on 01634 835044. You can also email recoveries@krbs.co.uk to discuss your situation.

In line with government guidance, your credit rating won't be affected by this arrangement whilst the payment holiday is in place.

Please note that if you’ve already emailed us, we’ll respond as soon as we can. We'll continue to follow government advice and will be regularly reviewing our policies to ensure we’re offering the best support for our customers, so please continue to visit this page for further updates.

What is a payment holiday?

A payment holiday enables mortgage customers to stop paying their monthly mortgage payments for a set period of time, in this case for up to three months. However, it’s important to remember that the money is still owed and the interest on the mortgage still accrues during a payment holiday.

Unless you tell us otherwise, the interest that has accrued during your mortgage payment holiday period will be capitalised. We’ll write to you in advance of your payment holiday ending to confirm the amount of your new increased payment and the date due. We’ll recalculate your monthly payments to ensure that the capitalised amount is repaid within the remaining term of your mortgage. To be clear, this will increase the payment that you make, and there will be additional interest charged over the remaining term of the mortgage as a result.

What do capitalised and capitalisation mean?

When you take a mortgage payment holiday it’s important to understand that interest will continue to accrue while you’re not making your normal monthly payments. At the end of the payment holiday period the interest that has built up will be added to your outstanding mortgage balance. This process is called capitalisation.

By capitalising the accrued interest, your outstanding mortgage balance will increase. We’ll have to recalculate your monthly mortgage payment so that your mortgage will be repaid in full at the end of your mortgage term and as a result, you’ll pay more interest over the remaining term of your mortgage.

If you'd rather make alternative arrangements to repay the capitalised amount, please call us on 01634 835044 or email recoveries@krbs.co.uk so we can discuss the best options with you.

How much will my mortgage balance increase if I capitalise the accrued interest?

If you have a standard capital and interest repayment mortgage, your mortgage balance will increase by the amount of interest charged during the payment holiday period.

With a capital and interest mortgage, part of your monthly payment amount is used to repay some of your outstanding mortgage (the capital) and some is used to pay the interest charged (the interest).

For example, you have a capital and interest mortgage with a monthly payment of £500. £300 of this will be used to repay capital and the remaining £200 is used to pay the interest charged. If you take a three month payment holiday you would underpay £1,500 (£500 x 3), however as £900 of this would have been used to repay capital, your mortgage balance would only increase by £600.

What do I need to pay to return to the position I would have been in if I hadn't taken a payment holiday?

If you have a capital and interest repayment mortgage you’ll need to pay the monthly payments you’ve missed during the payment holiday period.

If you have an interest only mortgage, you’ll need to repay the interest that’s accrued whilst you’ve not been making payments.

You can contact us on 01634 835044 to find out exactly how much you’d need to pay.

What options do I have if I am already in arrears?

We’ll make every effort to support customers who are already in financial difficulty, so please contact us through our online mortgage payment holiday form and we’ll get in touch to discuss the best options available.

How long will it take to process an application for a mortgage holiday?

Our teams are doing their very best to support customers during these unprecedented times and we’re dealing with applications as quickly as possible. We’re aware that you may be experiencing delays, but please bear with us and we’ll get to you as soon as we can.

Please don’t be concerned if you receive an automated arrears letter, as we’ll deal with any arrears at the end of the payment holiday and ensure you’re not negatively impacted as a result.

Does the three months mortgage payment holiday have to be taken consecutively?

We would expect the monthly payments covered by the payment holiday to be taken together, but we will review individual cases where circumstances require a different approach to be taken.

It’s important to remember, only a payment holiday of up to three months can be agreed under the current Government scheme, and any further period of time required will be subject to our standard forbearance processes and may affect your credit rating.

What should I do if I can't make my next direct debit payment?

If you don't have the funds to meet your next direct debit and the payment is imminent, then you should cancel the direct debit to avoid unnecessary bank charges. Your credit rating won't be impacted by taking this action.

However, if you haven't contacted us already, you should apply for a mortgage payment holiday here so that we can contact you to discuss your payment options.

Can I cancel a mortgage payment holiday after it's been arranged?

If you’ve arranged a payment holiday but no longer need it that’s no problem. Please send us an email at recoveries@krbs.co.uk. to confirm that you no longer require the payment holiday. We will then confirm that we have received your request and explain how much your next monthly payment will be and when it is due.

Can I extend my mortgage payment holiday?

If you’re concerned about your ability to make future mortgage payments we may be able to consider further forbearance which may include an extension to payment holiday periods.

As the guidance in place from the Government is changing daily, requesting an extension to a current payment holiday too soon may not be the right thing for you to do. If you believe you’re going to experience ongoing financial difficulties, please don’t contact us until the last month of your current payment holiday. This will help us to prioritise dealing with customers who have imminent need of further assistance.

Please call us on 01634 835044 or email recoveries@krbs.co.uk so we can discuss the best options with you.

What if I can't afford the new payment after the holiday period has ended?

If you're concerned that your ability to make future mortgage payments will be affected please get in touch with us as soon as possible.

What will happen to my credit score if I arrange a payment holiday?

In line with Government guidance, your credit rating won’t be affected by this arrangement whilst the payment holiday is in place, however, at present this only applies to the initial three month period we have granted.

If you need to apply for a payment holiday extension, and it is agreed, then your credit rating will be affected. New guidance from the FCA is expected but until this is received this is the position.

Our website is being updated as any new guidance is made available.

I’m concerned about fraudsters, what can you do to reassure me?

Unfortunately, criminals will use every opportunity to trick you into revealing personal or financial information and regrettably, the current COVID-19 situation is no different. Remember: we’ll never ask you to give out your PIN, password or any other security details, or to ask you to transfer money to a ‘safe’ account.

Always take a moment to think before passing on information that you should keep safe.


Beware of Fraud

Unfortunately, criminals are using the coronavirus outbreak as an opportunity to trick people into revealing personal information, or offering medical products, guidance or a safe haven for money.

Please be vigilant of cold callers; there have been reports of people trying to obtain access to homes on the pretence of testing for the virus. Don’t answer the door to anyone you don’t know.

Kent Reliance will never ask you to share any personal, security (e.g., password/memorable information) or account details, or to move your savings to a safe account. Please remain vigilant and stay up to date with the latest information on fraud and security on the support page of our website.