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 deferral of up to three months. If you need to request a payment deferral, 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 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.

Information for Kent Reliance Mortgage Customers

  • Can I take a mortgage payment deferral?

  • What forbearance can you offer during a period of payment difficulty?

  • How long will it take to process an application for a payment deferral or other forbearance?

  • What is a payment deferral?

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

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

  • What will happen to my credit file if I require ongoing tailored support?

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

  • I’ve already had a payment deferral under the government guidelines, can my deferral period be extended?

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

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

  • What can I do if you’re unable to provide assistance?

  • I’m concerned that I can’t complete the forms required or that I may need additional support offline, what assistance can you provide?

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


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.