Please note: Reliance Property Loans administers existing mortgages and second charge loans, but doesn’t provide new mortgages.
Support for customers experiencing financial difficulties
We know it can be hard to talk about your finances, but if you’ve missed a mortgage payment, or think you might miss one, we’re here to help you. We have a fully trained and experienced team who will work with you to understand your circumstances and find a manageable solution.
Your mortgage is a priority debt, so if you’re worried you could miss a payment, then contact us as soon as possible so we can provide early assistance. If you have a representative who supports you with managing your finances, we can put measures in place so that we can talk to them on your behalf.
We may be able to consider making some changes to your mortgage account for a short period of time to help you manage your payments.
However, if we are able to agree a temporary change to your mortgage payments, the amount unpaid will still be owed when the change comes to an end. 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 need to report the arrangement to the credit reference agencies, which could affect your ability to borrow money in the future.
Contacting us in the first instance will not impact your credit file and the sooner you do this, the sooner we can help you (this may also help to avoid fees). We can also signpost you to free impartial advice if you need further support.
If you want to talk to someone, please call our Financial Support team as soon as possible on 01634 838976. They’re available between 9am and 5pm Monday to Friday.
You may also find it useful to visit the MoneyHelper or UK Finance websites for out-of-hours assistance. In addition, we’ve compiled a list of free third-party resources in a downloadable guide at the foot of the page, under “Further support and advice”.
Ways we may be able to support:
Interest rate reduction
Having a temporary reduction in your interest rate may be an appropriate way to make your payments lower in the interim. Following a review of your circumstances and an affordability check we could lower your rate for up to six months.
This will show as an arrangement on your credit file which could affect your ability to borrow money in the future. We’ll write to you before the rate ends and could look at further support if required.
To speak to someone about a temporary interest rate reduction, please call our Financial Support team on 01634 838976.
Concessional payment
Following a review of your circumstances and an affordability check we could accept an amount lower than your full monthly payment. However, this means it may take longer to repay your mortgage balance or result in your future mortgage payments increasing.
This would show as forbearance on your credit file and would increase your arrears balance. This may also be reportable as an arrangement on your credit file which could affect your ability to borrow money in the future.
To speak to someone about a concessional payment, please call our Financial Support team on 01634 838976.
Payment deferral
If your affordability check shows that you can’t make a payment but your circumstances mean that you’ll be able to recommence payments in the future, we could suspend your payments for a period. Interest would still be charged on your mortgage. After the payment deferral period, the suspended payments will be added to your mortgage and your balance will increase. This means that your contractual monthly payments will increase so that the suspended payments are cleared by the end of your mortgage term.
This will show as an arrangement on your credit file which could affect your ability to borrow money in the future.
Temporary interest-only arrangement
You can take out an interest-only agreement for up to six months. This would show as arrangement on your credit file which could affect your ability to borrow money in the future. This will temporarily reduce your monthly payments by only paying the interest instead of making payments towards the current balance of your mortgage, also known as the capital balance. We’ll write to you before it’s due to finish to explain what options you have to pay back the capital balance that’s not paid during the interest-only arrangement.
Things to consider:
- Higher monthly mortgage payments after the temporary interest-only period. As you’re only paying off the interest on your mortgage, your capital balance won’t be reducing.
- Capital balance will continue to have interest charged on it. This means you’ll end up paying more interest over the remaining term of your mortgage.
To speak with someone about an interest-only arrangement, please call our Financial Support team on 01634 838976.
Extending your mortgage term
Extending the length of your mortgage term means you’ll benefit from lower payments as you’ll be paying your mortgage balance over a longer period.
You’ll be able to reduce the term up to six months after the extension takes effect without an affordability assessment, which can take you back to the original term or a term in between the original term and your new term.
If you want to reduce the term after the six months term extension, an affordability assessment will be required.
Please note this isn’t available for customers with an interest-only mortgage.
Things to consider:
- Your mortgage will take longer to pay off. If you decide to change back to your original term, your payments will be higher but you’ll be paying less interest so your mortgage will be paid off sooner.
- The overall cost of your mortgage will increase.
- As interest rates change, your payment may also change.
To speak with someone about extending your mortgage term, please call our Financial Support team on 01634 838976.
Information we’ll need
We’ll need a full understanding of your current income and expenditure, so we know how best to support you.
We’ve worked alongside Paylink Solutions to create an online income and expenditure form for residential borrowers or buy to let borrowers who have up to and including three rental properties.
Completing this form will allow us to assess your situation before we call you to discuss your options. We aim to deal with all requests within five working days.
If you’re a buy to let borrower with four or more rental properties call our financial support team on 01634 838976 instead.
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 can’t 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. These organisations can review all your debts and help you find solutions to manage your payments to your creditors, review access to benefits, support budgeting and help you cut your costs.
Contact details for some of these services, including not for profit organisations, are included on our support pages.
Terms & Conditions
There are some rules we need to explain so you know where you stand when you do business with us. You may also like to look at our privacy policy and cookies policy.
These rules are set out below: please make sure you read them carefully.
Reliance Property Loans
Reliance Property Loans is a trading name of OneSavings Bank plc. OneSavings Bank plc is a company registered in England and Wales (company number 7312896), whose registered office is Reliance House, Sun Pier, Chatham, Kent ME4 4ET. OneSavings Bank plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (registered no. 530504).
In these terms and conditions when we use the words "we", "us" and similar expressions we are referring to OneSavings Bank plc.
Website terms and conditions
Please read these terms and conditions carefully.
When you use this website you are agreeing to and accepting these terms and conditions and any other terms and conditions posted on this website by OneSavings Bank plc from time to time. We may change these terms and conditions at any time, simply by updating this page. You should therefore check these terms and conditions regularly, as we will consider that your use of the site after any changes means that you accept the new terms and conditions.
These terms and conditions only cover your use of the site. Our products have their own terms and conditions. If the product terms and conditions are different from the site terms it is the product ones that apply.
Use of this website
The information on this site is written for UK residents only.
Copyright and trademarks
OneSavings Bank plc does not give you any right or interest in any copyright or other intellectual property rights in any materials made available through this website. You may download or copy extracts for your personal use but not for any other purpose, nor do you have the right to alter anything.
The copyright and related rights in this website and all the underlying or related software, materials and pages relating to this website is owned by, or licensed to, OneSavings Bank plc and may not be used, copied or altered without our express consent. Copyright extends to the design and layout of the website, all text, html code, metadata and photographs on it and its related marketing materials.
Disclaimer
This website may contain information, text, data, graphics, photographs, illustrations, artwork, names, logos, trademarks and information about OneSavings Bank plc and on the products and services it provides (the "information").
The website and information is provided "as is" and on an "as available" basis only and OneSavings Bank plc does not guarantee the accuracy, timeliness, completeness, performance or fitness for a particular purpose of the website or any of the information. No responsibility is accepted by or on behalf of OneSavings Bank plc for any errors, omissions, or inaccuracies in the information on the website.
Although OneSavings Bank plc attempts to ensure that the information contained in this website is accurate and up-to-date, we accept no liability for the results of any action taken on the basis of the information it contains and all implied warranties, including but not limited to the implied warranties of satisfactory quality, fitness for a particular purpose, non-infringement, compatibility, security and accuracy are excluded from these terms and conditions to the extent that they may be excluded as a matter of law. We do not attempt to exclude any rights you may have that we cannot exclude as a matter of law.
Except in respect of death or personal injury resulting from our negligence or in respect of fraud, none of OneSavings Bank plc, its directors, employees or other representatives will be liable for any loss or damage you suffer including, without limitation, indirect or consequential loss or damage, loss of revenue or profit (whether direct or indirect) or any loss or damage arising from loss of use or data, whether in contract, tort, negligence or otherwise, arising out of or in connection with the use of this website. However, this will not limit our responsibility for complying with any duty or liability which we have towards our customers under the regulatory system.
Availability
We try to make sure that the site is available all the time. However, we do not undertake that the performance of the website will be uninterrupted or error free or that any defects will be corrected. We are not liable for the site being unavailable, however long it might be out of action. Consequently, we will not be liable for any loss or damage arising in contract, tort, negligence or otherwise if the website becomes unavailable or is suspended for any reason.
Viruses
Although we endeavour to ensure that the website is virus-free, we cannot warrant to you that the website will remain free from viruses and, therefore, we will not be responsible for any technical problems arising from the use of this website.
Offer and advice
The services provided on this website do not constitute an offer to sell any of our products; neither does the information constitute financial, investment, tax or other professional advice.
Linking
Websites to which this website is linked have not been reviewed by OneSavings Bank plc. We accept no responsibility for the content of such websites. You may not frame, link or deep-link this website to any other website without our prior written consent.
Data protection
When you use this website we will obtain some of your personal information, please refer to our privacy policy to understand how we will process, use and store your personal information.
Cookies
Please see our cookies policy for details of how we use cookies on this site.
Applicable law and jurisdiction
Use of this website and these terms and conditions are subject to the laws of England and Wales and the jurisdiction of the English Courts. By using this website you irrevocably submit to the jurisdiction of the English Courts.
About us
OneSavings Bank plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority and is included on the FCA's register of authorised firms registered number 530504.
The FCA's register of authorised firms can be found at www.fca.org.uk/register.
The address of the FCA is 12 Endeavour Square, London, E20 1JN.
OneSavings Bank plc participates in the Financial Ombudsman Service (FOS). If you have a complaint about any aspect of our services, please see our leaflet How we'll put things right.
If you are not satisfied with our final response you may be able to refer your complaint to the FOS. If you would like more information about the FOS, please contact us.
Alternatively, visit their website: www.financial-ombudsman.org.uk or telephone them on 0800 023 4567.
*For customer service and training purposes, calls with OneSavings Bank plc may be monitored and/or recorded.
Cookie notice
February 2024
What are cookies and similar technologies?
Our website uses cookies and other similar technologies to distinguish between you and other users.
Cookies are small text files that are stored on your browser or the hard drive of your computer, smartphone or other tablet devices when you visit a website. Websites use cookies in a variety of ways to improve your experience and help us make improvements. Some examples of why we use cookies are to:
- Show you products that are relevant to you.
- Work with advertising partners to deliver relevant advertising to you.
- Remember your log in details to keep you signed in.
We use tracking pixels (a similar technology to cookies) in our emails in order to track user activity and continuously improve our content. These allow us to find out if our emails have been read and if the recipient found them useful.
Session and persistent cookies
A cookie can be either a:
Session cookie – this type of cookie is deleted when you close your web browser (Google Chrome, Safari, Microsoft Edge etc.). These are typically used when you log in to a website to make an online purchase;
or
Persistent cookie – this type of cookie remains on your computer until they expire. This can be for a fixed time after you have visited the website (e.g, one year) or a particular date (e.g., 31 December 2022). These cookies are used to remember information between visits to a website.
Except for strictly necessary cookies, all cookies on our website will expire after 6 months.
What are the types of cookies?
Strictly necessary cookies
These are always on when you visit our website, and you can’t turn them off unless you change your browser settings. These cookies are vital to us providing key features of our website, such as the ability to use online tools, log on and register securely, and maintain your cookie preferences.
| Cookie source | Cookie name | Cookies used | Duration |
|---|---|---|---|
| reliancepropertyloans.co.uk | TS01fc1e48 | First Party | Session |
| reliancepropertyloans.co.uk | OptanonConsent | First Party | A few seconds, 364 Days |
| reliancepropertyloans.co.uk | OptanonAlertBoxClosed | First Party | A few seconds, 364 Days |
You’ll be asked to provide your consent to the following cookies when you first visit our website and your consent will be refreshed every 6 months. You can switch these on or off at any time.
Performance cookies
These let us monitor how our website is performing so we can make regular improvements to the user experience and enable us to run tests on our website using different layouts. We also use these cookies for enhanced web chat services.
| Cookie source | Cookie name | Cookies used | Duration |
|---|---|---|---|
| reliancepropertyloans.co.uk | _gat | First Party | A few seconds, 0 Days |
| reliancepropertyloans.co.uk | _ga | First Party | A few seconds, 730 Days |
| reliancepropertyloans.co.uk | _gid | First Party | A few seconds, 1 Day |
Functional cookies
These are used to recognise you when you return to our website. This enables us to personalise our content for you, greet you by name and remember your preferences.
Targeting cookies
These are used to collect information about your visit to our site, the content you have viewed, the links you have followed and information about your browser, device and your IP address. We’ll use this information to make our website and the advertising displayed on it more relevant to your interests.
We may also share this information with trusted third parties, including data controllers within the OSB Group for this purpose.
First and third-party cookies
First-party cookies are set by us. They are only read when you come back to our website again.
Third parties may also use cookies, we have no control of these as they are not set by us. These third parties may include, for example, advertising networks and providers of web traffic analysis services. Third-party cookies are likely to be analytical cookies, performance cookies or targeting cookies.
To deactivate the use of third-party advertising cookies, you may visit the website page to manage their use.
How we work with our trusted third parties
Website analytics
We use third-party website analytics providers to monitor visitor traffic to our site to supply website reporting and general analytics. This gives us information about the pages on our site that visitors view, where our visitors come from (for example, whether they were directed to our site by a search engine), how long they choose to stay on the site, the types of browsers they use and so on.
We use this information to enhance our website offering so that we give our users the best possible experience on the site and to monitor the effectiveness of our marketing activities. However, this information is provided in anonymised, aggregate form only. It doesn’t enable you or your activity on our site to be individually identified.
Data Controllers within the OSB Group
Where you have consented to our use of targeting cookies, we will share these cookies with data controllers within the OSB Group to provide you with online advertisements we believe may be useful to you. Please see our privacy notice, ‘About Us’ section for the full list of OSB Group’s data controllers.
Google Analytics
We use Google Analytics, a web analytics service provided by Google, which sets a cookie in order to evaluate your use of our website. The information collected helps us to understand how people use our website, what technologies they use, whether they have followed a link or carried out a search to find the site and which pages are most popular. It doesn’t give us individually identifiable information about your interaction with the site.
Google stores the information collected by the cookie on servers in the United States. Google may also transfer this information to third parties where required to do so by law or where such third parties process the information on Google's behalf. Google won’t associate your Internet Provider (IP) address with any other data held by Google.
To find out more about the Google Analytics cookie and to reject or delete this cookie, you can visit the Google Privacy site at http://www.google.com/intl/en/privacypolicy.html
How can you manage cookies?
Strictly necessary cookies are always on when you visit us. When you first visit our website you can choose which cookies we can use.
If you wish to restrict or block the cookies which are set by us, or indeed any other website, you can do this through your browser settings. Stopping all cookies might mean you can’t access some of our services or our website may not work properly for you.
Where can I get more information?
For more information on how we may use your personal data, please see our privacy notice. You can find out more information about cookies and your rights on the ICO’s website https://ico.org.uk/your-data-matters/online/cookies/
Homes for Ukraine
We support the government ‘Homes for Ukraine’ scheme and are working to help our customers participate in the scheme.
If you wish to participate and your application to be a sponsor is accepted then you must notify us. You should also inform your household insurance provider.
We also suggest you consider the financial implications of participating in the scheme and if you need further information or advice, we’d recommend you contact the Money Helper service:
Website: https://www.moneyhelper.org.uk
Telephone: 0800 138 7777 (Monday to Friday 8am to 6pm)
For more information on the ‘Homes for Ukraine’ scheme, visit https://homesforukraine.campaign.gov.uk where you’ll find a list of FAQs and details on how to register to be a sponsor.