Supporting you and your clients through the Coronavirus outbreak

Last updated 20 October 2020

Getting 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

Changes to our services

Our opening times and the support we offer has changed slightly, please check our contact us page for how to get in touch.

Contact us

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:

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

To reflect the latest government announcements, we’ve updated our 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

Where your client is one month from offer expiry and needs an extension, we’ll allow you to apply for a 90 day extension on offers expiring up to and including 31 October 2020 – subject to eligibility criteria and confirmation that your clients circumstances haven’t materially changed.

For New Build cases, a 90 day extension can be considered on offers expiring up to and including 31 December 2020.

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DIP refer cases

We need to underwrite some cases in more detail, for example, first time buyer applications at 85% LTV or above and self-employed applications. To prevent delays for your clients, please see our key information for DIP refer cases.

Key information for DIP refer cases


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

To provide additional support to your clients looking to get their first step on the property ladder, we’ve returned to 90% LTV for first time buyers.

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LTV limit for existing Nationwide borrowers

The maximum LTV is 85%, except for existing Nationwide borrowers. In these circumstances, applications above 85% LTV will only be available on a like for like (based on LTV) basis.

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A-Z criteria

Search our A-Z criteria to find what you’re looking for.

A-Z criteria

Case tracking

Track the progress of your application using NFI Online, select case tracking for an instant update.

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Need to talk to us?

If you need further support, please contact one of our experienced advisers on Broker Chat.

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