Supporting you and your clients affected by coronavirus

Last updated 1 April 2021

Get help with your client's mortgage

We’re committed to supporting our mortgage members who’ve been financially affected by coronavirus. There’s a number of ways we can help.

See our Home Support Package

How you can help us

Our contact centres are experiencing a high volume of calls. You can help us by trying to find the answer to your question in the following ways:

• Check our A-Z criteria for our detailed lending criteria.
• Use Broker Chat from 9am to 5pm for pre-application queries.
• If you have a case in progress, check our dedicated Pipeline applications page for all the latest information
• Get a update on your case on NFI Online, see our Case tracking page or watch a short video to see how to do this
• Check our current service levels
• Check when a Switcher will/has completed on NFI Online. Open the case and at the top of the Case Home screen it will confirm the date the switcher will go/went live.

Pipeline applications

If you have a case in progress, check our dedicated page for all the latest updates.

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Changes to income criteria

You can see our current income criteria including detail about furloughed salaries, zero hour contracts and bonus, overtime and commission.

Read our income criteria      Read our employment criteria

Mortgage offers

We have now returned to our pre Covid position for extending offers.

Extending offers

DIP refer cases

We need to underwrite some higher risk cases in more detail. To prevent delays for your clients, please see our key information for DIP refer cases.

Key information for DIP refer cases

Valuations

We’re continuing to assess and sign off cases using automated and desktop valuations where possible.

Where we’re unable to make contact with the applicant/vendor to arrange a booking date for a physical valuation, we’ll either leave a message or send a text to the applicant or vendor/estate agent.

We have also updated our guidance following the recent government announcements.

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90% LTV for first time buyers and new borrowers moving home

To provide additional support to your clients looking to get their first step on the property ladder or wanting to move home, we offer a range of 90% LTV mortgages.

We’re also able to accept fully gifted deposits on applications up to 90%.

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LTV limit for existing Nationwide borrowers moving home

The maximum LTV is 90% for all purchase applications, except for existing Nationwide borrowers. In these circumstances, applications above 90% LTV will only be available to Existing Mortgage Customers on a like for like basis (based on LTV).

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