T: 01534 877833
Hours: Mon-Fri 9am-5pm


Support for customers experiencing financial difficulties

We understand the worry and concern you may face if you’re experiencing difficulties in meeting your mortgage repayments. Please remember, our customer support team are here to try and help and the sooner we’re made aware of any problem, the quicker we’ll be able to offer support, and talk through the options that are available to you.

The deadline to apply for a payment deferral under the COVID-19 Support Scheme was 31 March 2021. All payment deferrals arranged under the Scheme must have ended by 31 July 2021.

We understand you may be worried about the impact coronavirus (COVID-19) could be having on your finances. Please be assured we’re here to support you and will help you if we can.

A full list of frequently asked questions and answers is available here.
If you’re concerned that you’ll be unable to meet your mortgage repayments now, or in the near future, please call us as soon as possible on 03451 220033, we may be able to consider forbearance for a short period of time.

It’s important to remember that if we’re able to agree a temporary change to your mortgage payments, the amount unpaid is still owed, and if you pay less than the interest due, your mortgage balance will increase, as will the amount of interest you pay over the remaining term of the mortgage. We’ll also report the arrangement to the Credit Reference Agencies, which could affect your ability to borrow money in the future.

To enable us to consider what support we can give you, we’ll need a full understanding of your current household income and expenditure. We’ve worked alongside Paylink Solutions to enable our customers across the Group to complete an online income and expenditure form.
Please click here to access the system and the form. You'll be directed to an external website where you'll see reference to all brands within our Group.

Completing this form and submitting it through the portal will allow us to assess the information before we call you to discuss the matter further. We aim to deal with all requests within 5 working days. If you haven’t heard from us in this time please call our team on 03451 220033.

If you’re unable to access the online income and expenditure form, you can complete a manual income and expenditure form by clicking here.

Once completed you can email the form to us at recoveries@krbs.com

Please be aware that this is an unencrypted mailbox and any personal information sent to it will not be secure.

Alternatively, you can return the completed form to us by post at the address below. We’re aware that there may be delays to the postal service across the country and whilst we’re not currently experiencing these delays, we’ll be sure to keep you updated should this change.

Jersey Home Loans
Reliance House
Sun Pier
Chatham
Kent
ME4 4ET.

A member of our team will call you within 7 working days to discuss your request further.

Should you have any questions before completing either form please see our frequently asked questions or contact us directly.

If we’re unable to offer assistance our team will provide guidance on what steps you need to take and may suggest that you seek independent financial advice. We cannot offer advice about debts you hold with other organisations. In such instances, you should speak to the organisation involved and/or approach an independent free debt advice service. Contact details for some of these services are listed below. There are also a number of self-help tools, money guidance sites or debt advice options which are available to you at the foot of this page.
The Money and Pension Advice Service have created a Money Navigation Tool for those affected financially by COVID-19.

Below are some additional links to debt advice organisations where free advice and support is available.

Financial support charities

Citizens Advice Bureau
PayPlan
StepChange
MoneyHelper
The Money Advice Trust - National Debtline

Personal advice websites

Money Saving Expert
Gingerbread - advice for single parent families
Mumsnet
Netmums
Domestic Abuse Support

Credit reference agencies

Equifax
Experian
Callcredit