Covid-19 (Coronavirus)

Coronavirus could affect you and your customers in many different ways and, at The Cambridge, we’re aware your customers could be concerned about paying their Mortgage or their Mortgage Application.

First things first, we’re working hard to make sure that regardless of what’s going on, we’ll be here to help you. Our priority is ensuring the ongoing availability of services, whilst taking appropriate action to protect both our customers and our team members.

Your Business Development Team

If you’d like to discuss a product or talk through a case your dedicated Business Development Team is available over the phone on 0345 601 2744 and via Live Chat to support you with your cases.

As you would expect given the Government’s announcement of further travel restrictions, there are some changes to the way we’re operating our locations, to reduce the opportunity for the Coronavirus to spread and to manage our resources as effectively as we can.

We’ve adjusted our opening hours to 8.45am – 5pm Monday – Friday. The team are also available on Saturdays from 9am – 12pm.

Your customers' Mortgage with The Cambridge

We understand that some customers may be experiencing some financial difficulty as a direct result of Coronavirus. Where this is the case we will agree a short term measure for a period of up to 3 months where, during this time, their credit file will not be impacted.

Unpaid amounts of customers’ monthly payments will be absorbed into the mortgage balance at the end of each month. If this includes any unpaid accrued interest, their balance will be increased by that amount.

At the end of this agreed time, the customer’s payments will be recalculated to take into account their short term payment agreement, this will ensure their payments cover the amount due during the rest of the mortgage term.

If your customer is concerned about whether they’re able to make their mortgage payments please advise them to contact us as soon as possible. We have a supportive team who can help and they can contact them on 0345 601 3344 or they can take a look at our payment difficulties guide.


Your cases with The Cambridge

All applications which require a physical valuation are currently on hold until we can offer an alternative valuation solution, we’ll keep you updated on this as soon as we’ve got some more news. We will be extending mortgage offers for 3 months to allow time for a valuation to be carried out and are working as quickly as possible to support as many customers as we can during this time.


What we’re doing and will continue to do
• we are monitoring Government advice and will be doing everything we can to help minimise the risk of Coronavirus for our customers and team members

• we’ll be doing everything we can to keep our services available and making sure we’ll be here when you need us

we’ll continue to review and revise our plans as appropriate, balancing both the needs of our customers, intermediaries and the health and wellbeing of our team members. It is possible that some of our locations will need to close temporarily if the Coronavirus threat worsens, so keep up to date with what's happening here.

For general Coronavirus information and the latest updates we’d encourage you and your customers to take a look at the Government site.

Check back for further updates - last updated Tuesday 31st March