As the world confronts the coronavirus, our thoughts are with everyone affected. 

We would like to reassure you that our business is operating as normal and as always, our priority is to support you, our intermediaries, and our members. Here are some of the ways we're responding to the virus currently:

• Our BDMs are available by phone or email to answer any queries you may have. If you don't have a BDM in your area, our dedicated Mortgage Desk are available to answer your queries. Find all our contact details here. 
• Our Loans Underwriting and Legal Services teams are all working normally.
• We’re in regular contact with our valuers, and continue to work with them to ensure they can maintain an acceptable level of service.
• Our valuers have resumed physical valuations. Further information, along with a full set of guidelines on what your client should expect when arranging a valuation is available here.

In short we are doing everything we can to ensure that there is no disruption to our levels of service to you. We will continue to look after you, and your clients, in our normal safe and secure way.

Payment difficulties 
If any of your clients are concerned about their ability to pay their mortgage with us, please contact us to discuss the options available to them. We promise to respond as soon as we are able to. We are here to help.

Alternatively, ask your clients to use our online form to request a call back so we can understand their situation and talk in more detail about the help that may be available. You can find our online form at: familybuildingsociety.co.uk/holiday

Revised telephone answering times
In order to dedicate the time necessary to deal with those customers who are experiencing mortgage payment difficulties, we are only able to accept telephone calls to our head office between 9am and 5.30pm between Monday and Friday.

You can continue to email us between 8am – 530pm, or contact your BDM at any time.