Notices
  • Savings products - In preparation of the launch of our new and improved Online Service we have temporarily withdrawn online applications for all our savings products. You can still apply for these products by post or in branch. All savings products will be available to apply online from 12 May. We apologise for any inconvenience this may cause.

  • Savings customers: Your 2024 / 2025 Annual Interest Savings Summary are currently being processed and are due to be delivered by 30 April 2025.
  • We’ll shortly be making some changes to our Online Service to make it simpler and easier for you to use.  

    Our new Online Service will have a modern design, improved navigation and many added benefits.  

    Find out more about the changes

  • Mortgage products - On Wednesday 23 April, we made changes to our mortgage product range. These include rate adjustments across our fixed rate products, and an increase to our Owner Occupier Joint Borrower Sole Proprietor maximum LTV to up to 90% (with no additional security required) for loans up to £500,000.
  • Online Service update. Due to planned essential maintenance our Online Service will be unavailable from 6pm until 12am on Wednesday 7 May. Our Online Service will also be unavailable between 5.30pm on Friday 9 May until 9am on Monday 12 May. We apologise for any inconvenience this may cause.

Helping landlords help their tenants

Supporting your tenants can help them, and can help you deal with your financial commitments too.

Understanding your tenants' unique circumstances and engaging and supporting them effectively can help them through difficult times and can help you deal with your financial commitments too.

With our own involvement as a landlord, we are pleased to share our experiences, helpful information and a range of other sources for you and your tenant(s) in our leaflet for landlords.

National residential landlords association

Many of you will already be members of the National Residential Landlords Association. If you haven’t yet taken advantage of their wide range of resources, it’s a great place to start. Members have full access to a wealth of information and support not only on managing and letting your property, but how to deal with arrears. You can also learn what financial support may be available to your tenants.

Visit nrla.org.uk for more information.

Other support

You may be able to direct your tenants to a number of organisations that can provide financial and emotional support. A full list of organisations can be found below or you download a copy of our leaflet for landlords.

Engaging with tenants - dos and don'ts

Communicating with your tenants in a calm, kind and flexible way could make all the difference in maintaining a healthy relationship. Here are our top tips on how to engage with tenants:

DOS

 

DON'TS

- Do call your tenant and ask how they are getting on

- Do ask after their health

- Do try and understand their situation

- Do ensure they have access to all sources of information

- Be flexible. If one tenant can pay then accept this until the second tenant is working, then arrange a flexible, affordable payment plan

- If a tenant needs to move, allow them to do this. It is easier to re-let your property than to get money from a tenant that just can't afford it. Agree a deduction from their deposit and start marketing your property asap

- Don't make them feel under pressure

- Don't be unrealistic when discussing paying arrears

- Don't stretch them so much that they will default in the future

Case study

As landlords ourselves, we have some real world experience in dealing with tenants who are facing a stressful time and who may be seeking help with their rental payments. Through our initiative with Family & Arden Homes LLP, we own a number of refurbished properties in the south east.

We have been actively engaging with our tenants to ensure they are benefiting from the range of help available to them whether they are furloughed, on reduced hours, been made redundant or self employed.

Michelle Goldstein, Senior Property Manager at Family & Arden Homes LLP, explains our approach in our leaflet for landlords.

General government guidance and support

Helping your tenants brochure

Our useful guide has some helpful information and a range of other sources to help landlords help their tenants.