How we can help you with your mortgage

If you have concerns regarding your mortgage payments, please be assured that the Society will support you during this difficult time.  This support can be in the form of the following:

  • Reduced Payments
  • Interest Only
  • Full payment holiday for 3 months – For the next three months you will not pay anything. Then when your mortgage repayments resume, the total you owe would be spread over the remaining term, therefore, you would see a very small uplift in future monthly payments.

To enable us to support you in the best way possible please find here the Existing Customer Affordability Assessment form. 

  • When you are completing the take home pay (net salary) section, please confirm what your revised salary is going to be (if any) or what sick pay you may be entitled to;
  • Full details of your current circumstances;
  • All parties on the mortgage account need to complete and sign the attached form;

May we also  remind you that under the terms of the mortgage deed both borrowers are jointly responsible for payments

Here you can find a Money Advice Service leaflet – “Problems paying your mortgage” for your information.

To return the completed form to us, please email the form to

We trust you will find this in order, and look forward to hearing from you in due course.  Should you have any queries please do not hesitate to contact Customer Services on 01782 255000, option 6.


Existing customers coming to the end of your current mortgage deal

If your mortgage deal is due to expire within the next 3 months, we will be contacting you to offer you a new deal through our normal process.  We will not require you to have your property revalued or undertake an affordability assessment to take out a new deal. If you have questions about what happens when your existing discount or fixed rate ends then please contact our Mortgage Retention’s Team on 01782 25500, option 2, option 3.


Domestic Abuse

The Society is supporting the national campaign to raise awareness of Domestic Abuse during this difficult time. For information on how seek help please visit


Money Navigator

The Money Advice Service has produced an online tool ‘Money Navigator’ to help people who have seen their finances affected by Covid-19. The aim of the tool is signpost the best organisations to contact for specialist support.

The Money Navigator tool can be reached by following this link. 


Our Branch Opening Hours 


Biddulph, Hanley, Longton, Newcastle, Stone :

Monday Closed
Tuesday 9.00am – 2.00pm
Wednesday 9.00am – 2.00pm
Thursday 9.00am – 2.00pm
Friday 9.00am – 2.00pm
Saturday 9.00am – 2.00pm

Cheadle Agency : 

Monday Closed
Tuesday 10.00am – 2.00pm
Wednesday Closed
Thursday 9.15am – 2.00pm
Friday 9.15am – 2.00pm
Saturday Closed

Festival Park : 

Monday 9.00am – 2.00pm
Tuesday 9.00am – 2.00pm
Wednesday 9.00am – 2.00pm
Thursday 9.00am – 2.00pm
Friday 9.00am – 2.00pm
Saturday 9.00am – 2.00pm