Help & Support

Problems paying your mortgage?

If you've already had 6 months of mortgage payment support, you cannot apply for another holiday under the current Government scheme. However, help is still available if you are experiencing problems with mortgage payments as a result of coronavirus or any other financial difficulties. This applies to both residential and commercial customers.


The quickest way to get in touch. View your options and complete the relevant form online. We will then contact you to discuss your individual circumstances.


If you need to speak to someone urgently, you can call us. Please bear in mind that during this busy period, you may have to wait longer than usual.

Call 01228 403283 for residential, buy-to-let and holiday let mortgages or 01228 403255 for commercial mortgages.

Monday to Friday, 9am-5pm


You can also email or

What you need to know

  • You should contact the Department of Work & Pensions to find out if there is benefit income or other government support that you can claim.
  • If you have unsecured loans, credit cards or other commitments, you should contact the provider, Citizens Advice Bureau or a free debt advice service to see if reduced payment arrangements can be made.
  • You should contact us immediately to advise us of any changes in your financial circumstances that would enable you to make increased or full mortgage payments.
  • For customers who need assistance on visiting a Branch, due to the current social distancing restrictions we cannot at present support face to face meetings. We would therefore ask that you use the online pages on the Cumberland Website to complete the necessary information we need or alternatively call the Arrears Management Team directly.
  • Where you need additional support, we suggest a suitable 3rd party e.g Citizens Advice Bureau or a relative or trusted friend may be able to assist you by contacting us on your behalf, subject to our existing verification processes.
  • It is in your interest to make payments to your account to avoid your mortgage balance increasing further.
  • Interest is payable on the outstanding balance of your mortgage, and if the full mortgage payment is not being made your mortgage balance will increase each month.
  • Where your full mortgage payment is not being made for an agreed period, the payment shortfall will accrue as arrears.
  • Reduced monthly payments or a payment holiday will increase the total amount you repay over the life of the mortgage and cost you more interest as a result.
  • When any agreed payment concession ends, we will contact you to agree how the arrears which have accrued will be repaid. This could include increased monthly payments or extending the term of your mortgage. If a concession extends your mortgage term past normal retirement age, you should consider the financial implications of this and we recommend that you obtain legal and financial advice.


Further Help & Support

If you are in financial difficulty or feel that you would benefit from some help to manage your money during this difficult time, you can find lots of useful information on our financial & mental wellbeing support page, including links to the Money Helper and other independent guidance.