Our commitment to help our customers

Financial difficulty and coronavirus 

We appreciate that the coronavirus pandemic is not just a serious health concern but through circumstance it is also impacting some customers’ personal finances.

We offer a range of options to help any of our customers who find themselves in financial difficulty, or are in need of short term support.


Some of our savings products have financial penalties if they are closed ahead of the agreed term end. Our commitment is that customers who need to access their funds due to health issues, or difficulties caused by coronavirus, can do so quickly and without penalty.

This commitment applies across all our savings products, with the exception of the Lifetime ISA which has a separately applied government penalty.

If you need to withdraw your savings, you can pop in to any of our branches or speak to one of our friendly customer advisers over the phone.  Please call us on 0345 734 4345. Lines are open from 8am to 6pm, Monday to Friday*

Please note, we are working hard to maintain our levels of customer service, however we are experiencing extremely high call volumes at present, and it may take longer to reach us than usual.

To help us support our customers in the most vulnerable, or complex circumstances, please see our FAQ’s for general enquiries, before calling.

Alternatively, if you hold an online account, it’s quick and easy to access and administer your savings accounts here, or you can send us a secure message. 

If you don’t hold an online account, you can contact us via our online form, and we will reply as soon as possible.

Thank you for your patience during this challenging time.


In line with the package of financial support announced by the Chancellor of the Exchequer, we are committed to support customers and landlords who experience difficulty with mortgage payments as a result of coronavirus. This includes a mortgage payment deferral.

The current mortgage payment deferral scheme has now been extended until the 31st March 2021. If you have had a mortgage payment deferral(s) which total less than 6 months, you can request to extend this to total a maximum of 6 months.

If you have already had mortgage payment deferrals totalling 6 months, you are no longer eligible for the scheme. This does not mean we are unable to support you in other ways, please contact us if you continue to face financial difficulties. Please see our FAQs for more information.

If you are concerned about your financial situation please get in touch with us at the earliest opportunity; we have a range of options that we can consider in order to provide the support you need.

You can email: mortgage.support@newcastle.co.uk or call our helpline number on: 0345 702 3083. This number is charged at local rates and lines are open from 9am to 6pm, Monday to Thursday, and 9am to 5pm on Fridays.

How to apply for a mortgage payment deferral

Impact of the mortgage payment deferral

Interest will continue to be charged on your mortgage, and we will apply it to your mortgage balance monthly meaning your mortgage balance will increase during the mortgage payment deferral. At the end of the mortgage payment deferral your monthly payments will increase if you do not have a different method of repayment, such as a lump-sum repayment.

This is optional and should you wish to consider other options, please contact us.

Partial payments

If you wish to make manual payments of what you can afford during the mortgage payment deferral to reduce the impact the payment, details are below –

Account Name – Newcastle Building Society

Sort code - 23-59-54

Account number – 00000008

Reference – Your mortgage Account number

You must quote your full mortgage account number in the reference field, otherwise the funds may be returned.

We can accept card payments over the telephone, but we are anticipating a high number of calls over the coming months.

Please call us on 0345 702 3083* if you are experiencing any concern about mortgage payments and talk to a friendly customer adviser.

Alternative Options

Below are some alternative options that can be considered if you are no longer eligible, subject to individual circumstances:

  • Arranging a payment plan, taking your individual circumstances into consideration
  • Arranging a new short term solution as you face a period of uncertainty
  • Changing the way you make payments or the date on which you make them
  • Changing the term of the mortgage
  • A transfer to an alternative product if eligible (subject to any early repayment charges)
  • Access to free, independent debt advice via PayPlan

Your credit file may be impacted depending on the most appropriate option for your circumstances. We will discuss this with you to allow you to make an informed decision.

Please call us on 0345 702 3083* or (0191) 244 2257 if you are experiencing any concern about mortgage payments and talk to a friendly customer adviser.

*Calls to 03 numbers, cost the same as a call to a standard ‘01’ or ‘02’ landline number, even when calling from a mobile. Calls from landlines and mobiles are included in any bundled minutes or free call packages.  The actual cost you are charged will depend on your landline or mobile provider. Please contact them to get information about the cost of the call. We may monitor and record telephone calls for training and security purposes.