COVID-19 Service update

COVID-19

Service update

Latest update 27 March 2020

We'd like to reassure you that we are carefully monitoring the developments of COVID-19, also known as Coronavirus, and are taking steps to protect customers and team members from the health impact. This includes making some changes to our branch opening times 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. The latest Government guidance asks us all to stay at home to help save lives. Please only visit branches where it is really necessary.

If you’ve experienced symptoms, have recently been to a high risk area or if you have been in contact with someone who may have the virus, 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).

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

Thank you for your patience and understanding during this time.

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 is important to contact us as soon as possible to let us know about the difficulties you are facing.

We are experiencing a high number of enquiries at the moment. To help us get back to you as quickly as we can please email us at mortgagesupport@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. Please allow up to 48 hours for a response.

For general information about facing difficulty paying your mortgage, please visit our Payment difficulties page.

To get in touch by phone for all enquiry types, including savings, please call one of the numbers below. If the line is busy, please try an alternative number.

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

01858 412513 (9.00am – 5.00pm Wed and 2.00pm – 5.00pm Mon, Tues, Thurs, Fri)

01858 412505 (9.00am – 5.00pm Tues – 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.

  • 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 fee payment by card, ring 01858 412603
  • 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.

During these challenging times we are focussed on the safety and security of our customers and our colleagues. 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:

Paying in

You can still pay in to your savings account(s) by cheque or transfer from your bank account but unfortunately we are unable to accept cash deposits at this time.

Electronic payments

To ensure we can set the right expectations for you, we have changed the cut-off time for electronic payments. This means we will be able to ensure we can continue to provide a consistent level of service. Requests received after 3pm, or on a non-working day, will be processed on the next working day until further notice.

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.

Our opening hours

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 making some changes to our opening hours.

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.

 

Social distancing

As you will be aware from recent media coverage, social distancing is paramount for everyone’s safety. That’s why we are asking you to please queue outside our branch and patiently wait for the member ahead of you to complete their transaction safely. Please remember to keep a distance of at least two metres (six feet) between you and others at all times.

 

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.

To get in touch with a member of our Intermediary Team please visit our intermediary page for further details.

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

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

01858 412513 (9.00am – 5.00pm Wed and 2.00pm – 5.00pm Mon, Tues, Thurs, Fri)

01858 412505 (9.00am – 5.00pm Tues – 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.

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 412513 (9.00am – 5.00pm Wed and 2.00pm – 5.00pm Mon, Tues, Thurs, Fri)

01858 412505 (9.00am – 5.00pm Tues – 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.