COVID-19 latest Service update

COVID-19 latest

Service update

Latest update 6 July 2020

Safety is still our top priority whilst COVID-19 remains a risk to all of us. We are continuing to take measures to protect customers and team members whilst providing the best service we can. This includes making some changes to our branch opening times, the transactions we can complete in branch and the ways you can get in touch with us. You'll find more detail below.
Please check back regularly for further updates.

Please help us to protect other customers and team members. Government guidance asks us all to stay at home where possible to help save lives during this period. Please only visit branches where your transaction is absolutely essential, ideally once a week at the most. You should also read the ‘savings support’ and ‘visiting our branches’ sections below where you’ll find a list of essential transactions.

If you or someone you’ve been in contact with has experienced symptoms, or has recently been to a high risk area, please help us by not visiting our branches during the isolation period.

Now is a good time to check that we have your most up to date contact details. You can do this by logging in to your online account or by emailing customersfirst@mhbs.co.uk.

If you haven’t already done so, you can also register for our Online Service to access your account(s) without having to visit a branch.

To see the latest updates and guidance around COVID-19, visit nhs.uk/coronavirus.

Thank you for your patience and understanding during this time.

You can contact the Intermediary Team by emailing brokers@mhbs.co.uk or get in touch with your local Specialist Lending Manager below who will be happy to help with any new enquiries or existing case queries.

South East and London – Chris Thompson, 07885 933595, cthompson@mhbs.co.uk.

North East and Scotland – Claire Kotzé, 07701 387716, ckotze@mhbs.co.uk.

North West – Daniel Hopper, 07719 524487, dhopper@mhbs.co.uk.

South West – Rohan Hardeman, 07719 524493, rhardeman@mhbs.co.uk.

East Midlands – Thomas Dolby, 07710 083380, tdolby@mhbs.co.uk.

West Midlands and Wales – Vicki Jones, 07966 503276, vjones@mhbs.co.uk.

Alternatively, please visit our intermediary page for further details.

 

We know that this is a challenging time and arranging to make your forthcoming mortgage payments may be just one of the things on your mind. Our experienced Mortgage Specialists are ready to offer assistance during this period. It’s important to contact us as soon as possible to let us know about the difficulties you’re facing.

If you’re anticipating having trouble making your mortgage payments or if you would like to make a change to a mortgage payment deferment you already have in place, the best way to get in touch is by email paymentholiday@mhbs.co.uk providing your name and contact telephone number. Please don’t send sensitive information such as your account number by email. We will arrange a telephone appointment for you with one of our Mortgage Specialists, you should allow up to 48 hours for a response.

Alternatively, you can call directly on:

01858 412514 Mon – Fri 9.00am – 5.00pm

01858 412363  Mon – Fri 9.00am – 5.00pm

01858 412598 Thurs – Fri 9.00am – 5.00pm

We are experiencing a high number of enquiries at the moment so please bear with us.

You might also find our frequently asked questions useful. You’ll find a range of questions to help whether you’re facing payment difficulties or already have a mortgage payment deferment in place.

The following websites also provide help and support:

Money Advice Service
www.moneyadviceservice.org.uk 

Step Change
www.stepchange.org

National Debtline
www.nationaldebtline.org

Citizens Advice
 www.citizensadvice.org.uk  

FCA
www.fca.org.uk/coronavirus-support     

  • If you are an applicant, solicitor or intermediary enquiring about a mortgage application please contact us on 01858 412607 or 01858 412603
  • If you are calling to make a payment by card for fees such as valuation or application, ring 01858 412603 or email processing@mhbs.co.uk. To make your normal monthly payment please see the ‘mortgage support- making a monthly payment’ section below
  • If you are an applicant, solicitor or intermediary enquiring about a mortgage offer or outstanding information ahead of completion, please contact us on 01858 412606 or 01858 412405
  • These numbers are available Monday to Friday.

Calls may be recorded for training & monitoring purposes.

To find out how your personal information is used and how we maintain the security of your personal information, please refer to our Privacy Policy.

For more information about contacting us at the current time, visit our COVID-19 update page.

If you would like to make your normal monthly mortgage payment please email mortgagesupport@mhbs.co.uk with your telephone number so we can return your call.  We’ll do our best to contact you within 48 hours to take a card payment. Alternatively you can make a bank transfer using the following details:

Sort Code: 20-49-16
Account Number: 70608386
Reference: Your Market Harborough Building Society 11 digit mortgage account number.

When transferring money from a bank or another building society account to your Market Harborough Building Society account please ensure that you quote all of the numbers otherwise the payment may not successfully reach your account.

Some banks don’t automatically provide a reference number field if you bank with them online. You may have to telephone them so that they can set up this information for you.

We remain focused on the safety and security of our customers and team members. We are keen to make sure you still have access to do the things you need to do.

You may have already noticed some changes to the way we’re working and some alterations to our branch opening hours to protect everyone. To help you, we’ve summarised some of the main changes below:

Electronic payments

Requests received after 3pm, or on a non-working day, will be processed on the next working day until further notice.

Paying in

To pay into your account please make an electronic transfer from your bank account. Unfortunately we are unable to accept cash/cheque deposits  or payments made by debit card in branch. We are also  currently unable to update passbooks in branch.

If you wish to send a cheque payment please post it to the following address or email customersfirst@mhbs.co.uk and we will send you a freepost envelope:

Market Harborough Building Society, Welland House, The Square, Market Harborough, LE16 7PD

 

New savings accounts

We have made the difficult decision to suspend new savings account openings until further notice. This is whilst we focus on maintaining our first class service for your existing accounts during this difficult period.

Thank you for your patience during these changing times. We are sure you will understand us taking some steps to look after you and our team members, which include changing our opening hours and only completing essential transactions. You can find a list of these below.

Our current branch opening hours are:

Market Harborough, Desborough and Kettering branches:
Mon, Wed & Fri – 9.30am to 12.30pm
Tue, Thu & Sat – Closed

 

Corby, Kibworth and Rothwell branches:
Tue & Thu – 9.30am to 12.30pm
Mon, Wed, Fri & Sat – Closed

 

These opening hours are subject to change.

 

Essential transactions

We are currently only completing essential transactions in branch and are unable to accept cash, cheque* or debit card deposits.

The following are considered essential:

  • Electronic Payments to a nominated bank account
  • Withdrawing cash
  • Withdrawing a cheque to pay a bill (if you don’t have a current account)
  • Providing documentation when someone has passed away or to register a power of attorney

We may not be able to process your transaction in branch if we do not consider it essential.

Social distancing

Please respect the social distancing guidelines by queueing outside our branch and patiently waiting for the member ahead of you to complete their transaction and exit the premises safely. Remember to keep a distance of at least two metres (six feet) between you and others at all times.

 

Paying in

To pay into your account please make an electronic transfer from your bank account. Unfortunately we are unable to accept cash/cheque deposits  or payments made by debit card in branch.

If you wish to send a cheque payment please post it to the following address or email customersfirst@mhbs.co.uk and we will send you a freepost envelope:

Market Harborough Building Society, Welland House, The Square, Market Harborough, LE16 7PD

 

Welcome desk and interview rooms

To ensure social distancing, we have temporarily withdrawn our welcome desk and savings/mortgage interview services. Our team members will be happy to help you at the branch counter.

Branch address details can be found on our contact us page.

Please refer back to this section regularly for the most up to date information.

 

New savings accounts

We have made the difficult decision to suspend new savings account openings until further notice. This is whilst we focus on maintaining our first class service for your existing accounts during this difficult period.

We are experiencing a high volume of calls, please bear with us. You can arrange a call back by emailing your name and telephone number to customersfirst@mhbs.co.uk with a brief description of your enquiry. Please don’t send sensitive information such as your account number by email.

For all queries call a phone number from below. If the line is busy, please try an alternative number or call back later.

01858 412251 (9.00am – 5.00pm Mon – Fri)

01858 412502 (9.00am – 5.00pm Mon – Wed)

01858 412501 (9.00am – 5.00pm Mon – Fri)

01858 412508 (9.00am – 5.00pm Mon – Fri)

Calls may be recorded for training and monitoring purposes.

To find out how your personal information is used and how we maintain the security of your personal information, please refer to our Privacy Policy.

Intermediary partners – visit our ‘Intermediaries’ section further up this page to see contact details for our Specialist Lending Managers.

 

For Online Service queries please log on and send us a secure message or you can call:

 

01858 412502 (9.00am – 5.00pm Mon – Wed)

01858 412516 (9.00am – 3.00pm Mon – Fri)

Alternatively please try one of our other support numbers:

01858 412251 (9.00am – 5.00pm Mon – Fri)

01858 412501 (9.00am – 5.00pm Mon – Fri)

01858 412508 (9.00am – 5.00pm Mon – Fri)

Calls may be recorded for training and monitoring purposes.

To find out how your personal information is used and how we maintain the security of your personal information, please refer to our Privacy Policy.