Our Home Support Hub – here to help

If you have clients with a Nationwide mortgage, and they’re experiencing financial difficulty, our online Home Support Hub on nationwide.co.uk will help them get the ongoing support they need quickly and easily.

Go to the Home Support Hub

A reminder of our Home Support Package

The package includes:

  • Either flexibility in the way the mortgage is repaid, or
  • The option to extend a mortgage payment break.
  • We will not take any action to repossess their home until 31 May 2021 if they’ve fallen into arrears because of the financial impact of coronavirus.
  • We’ll encourage landlords to pass on payment breaks to their tenants.
  • We’ll provide more housing advice and support.


What is it?

  • An underpayment enables your client to pay less than their required monthly mortgage payment. This is only possible if overpayments have been made in the past.

How can my client use their overpayment reserve to underpay?

  • Any overpayments made within a mortgage’s overpayment allowance will contribute to and build up an overpayment reserve. So, if flexibility is required with monthly payments for a few months, the overpayment reserve could allow ‘underpayment’ on future monthly mortgage payments (reducing the overpayment reserve).

Product switch

Your client can choose to switch to a new deal with no early repayment charge (ERC) if:

  • Their current deal is ending* and they’re five months or less from the end of their Nationwide deal


  • They’re on our Base Mortgage Rate (BMR) or Standard Mortgage Rate (SMR)


  • They’re on a tracker mortgage.

*the earliest start date will be three months before the current product expires.

Mortgage payment break extension

As of 1 April 2021, we are no longer accepting new applications for mortgage payment breaks.

However, if your client is already on a payment break and needs more support, they can apply for an extension up to 31 July 2021.

Please visit the payment breaks page on nationwide.co.uk to see how your client can apply for an extension.

Changing the mortgage term

Your client can apply to extend or reduce their mortgage term at any time, provided they meet eligibility criteria. Your client needs to request a change online - we may carry out affordability assessments as part of the application, depending on whether they’re applying to reduce or extend the term, and their proposed retirement age.

They can’t change the mortgage term if:

  • The property is currently being let
  • Any part of the mortgage is interest-only
  • There are more than one month of arrears on the mortgage
  • Anyone on the mortgage has been declared bankrupt and has not been discharged
  • There's a guarantor on the mortgage
  • The mortgage account you'd like to change was taken out before 31 October 2004, as it may be regulated by the Consumer Credit Act
  • It is one of our Later Life mortgages.

Your client needs to know:

  • Extending the mortgage term means smaller payments each month, but the overall amount of interest repaid will be more.
  • Reducing the mortgage term means higher payments each month, but the overall amount of interest repaid will be less.

Use our mortgage payment calculator to estimate how a change could affect the amount paid each month.

What information will they need to hand?

Your client will need their mortgage account number, and details about their income and outgoings. Please see the below table for more information:

Income What your client can include
Household income Their salary or wages, including self-employed earnings
Their partner’s salary or wages, including self-employed earnings
Other income State benefits (e.g. universal credit, jobseeker’s allowance, income support, working tax credit, child tax credit, child benefit, employment allowance, statuary sick pay, disability benefits, carer’s allowance, housing benefit and council tax support)
Pensions (e.g. state or private pensions, pension credit and other pension income)
Maintenance or child support 
Boarder or lodgers
Student loans and grants
Priority outgoings What your client can include
Their Nationwide mortgage Their Nationwide mortgage
Other priority debt
Overdue mortgage and rent payments
Ground rent / service charges
Mortgage endowment
Overdue council tax payments
Overdue gas / electricity payments
Secured loans (e.g. home loans and secured vehicle loans)
TV licence
Furniture and appliance rentals
Essential spending Utility bills (e.g. gas, electricity and water)
Food (e.g. groceries, school meals and alcohol)
Child maintenance
Prescriptions and medicine
Health costs (e.g. dentists and opticians)
School costs (e.g. uniform and after-school clubs)
Pension and insurance payments
Work-related costs (e.g. uniform or professional fees)
Magistrates’ court or sheriff court fines
Money towards annual tax bill (self-employed only)
Non- essential spending Phone and internet
TV subscriptions (e.g. Netflix)
Leisure and sport (e.g. socialising, eating out, trips, clubs and leisure courses)
Clothing and footwear
Personal costs (e.g. hairdressers and toiletries)
Gifts (e.g. birthdays, pocket money and charity donations)
Newspaper and magazines
Stationery and postage costs
Vet bills and pet insurance
House repairs and maintenance
Non-priority outgoings What your client can include
Non-priority debt Bank overdraft fees / charges
Personal loans
Credit cards
Other unsecured debts

Visit our Home Support Hub

Whatever happens, don’t forget…

If you have a client who has fallen into arrears because of the financial impact of coronavirus, and so long as they stay in touch and keep working with us to help get their mortgage back on track, we'll not take any action to repossess their home until 31 May 2021. By which time we sincerely hope their circumstances will have changed.