Support and downloads

Information for Kent Reliance 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 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.

Information for Kent Reliance Mortgage Customers

  • Can I take a payment holiday?

  • What is a payment holiday?

  • What do capitalised and capitalisation mean?

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

  • What’s the difference in costs between capitalising and making an arrangement to pay back the missed payments?

  • What are my options to repay the Payment Holiday?

  • What if I can’t repay the Capital on my Interest Only Mortgage because of COVID-19?

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

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

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

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

  • What should I do if I've taken a payment holiday and continue to experience financial difficulties?

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

  • Can I extend my mortgage payment holiday?

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

  • I’m unable to access the system to complete the online income and expenditure form?

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

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

  • Organisations that offer help and advice


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.