For those customers who have mortgage payments due, we can confirm that as long as a payment deferral 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.
We understand that you may have concerns about how your finances will be affected at this time. We’re committed to trying to support our customers if we can.
We have a number of options available to you, which may include short-term assistance by way of a payment deferral which may help provide you with some flexibility. If you can afford to repay your mortgage, it’s in your best interests to do so. Any assistance we provide will be recorded as an arrangement and will be reported to Credit Reference Agencies and lenders may take this information into account when making lending decisions, and therefore it could affect your ability to borrow money in the future.
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 are working 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.
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.
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.com to discuss your situation.
We can offer tailored support for a short period of time, to reflect the uncertainties and challenges expected as the government payment holiday period comes to an end. This could include:
- A further payment deferral – this may be possible but will be subject to a full review of your circumstances and long-term view of your ability to resume contractual payments
- Concession – reduced payments for a short period of time
- Interest-only – where your account is temporarily amended so you only pay the interest
- Extension of term – for mortgages nearing the end of the term and if you’ve had a payment deferral we may be able to consider this option to support you repaying the amount in full.
Our teams are doing their very best to assist customers and we’re dealing with requests for support as quickly as possible. We aim to respond within 5 working days, however if there is a delay, please bear with us and we’ll get to you as soon as we can.
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.com to discuss your situation.
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.