Andrew Jones, CEO for Computershare Loan Services in the UK, said: “We’ve changed our working practices to keep our contact centres operational whilst taking steps to take care of our people’s health, including through the use of homeworking.
“However, over the last week we’ve experienced an increase of around 500% in call and email volumes as many borrowers understandably want to speak to us about how coronavirus is affecting their mortgage payments.
“Everyone will get their request dealt with – but to enable us to get more of our people working from home, we’d ask borrowers to delay any non-urgent enquiries and use their lenders’ website to access information and manage their accounts online wherever possible.
“In line with the recent government announcements, we are of course working to implement a payment holiday of up to three months for any customer who contacts us and requests support and can tell us how they are experiencing a direct or indirect financial impact as a result of coronavirus.
“We’ve taken thousands of calls since the announcement on 18 March and will make sure everyone is taken care of.”