FAQs - Your questions about coronavirus

What is a payment holiday?

Sam Wooller, Customer Experience Communications Manager
Tuesday, 10 November 2020

A payment holiday is a deferral of your normal monthly payment(s) which we may be able to offer you if you’ve been financially impacted by the ongoing pandemic. In line with regulatory guidance, you can apply for an initial payment holiday of up to 3 months. You may then be able to extend the holiday for up to a further 3 months if you need additional support. A payment holiday will only ever be a maximum of 6 months.

A payment holiday does not mean the payments are cancelled, it just means they will be collected at the end of your agreement instead. We therefore ask you to seriously consider the length of time you request a payment holiday for.

Payment holidays will be given to customers who find themselves in exceptional circumstances caused by coronavirus, as a payment holiday is a temporary measure to help those who need it most.

Because a payment holiday is only a ‘temporary concession’ to your original agreement, the deferred payments will technically be considered as arrears.

Although the payments will be classed as arrears, don’t worry as we won’t expect you to pay the deferred payment holiday amount until you reach the end of your agreement. However, due to existing legislation, we may need to issue a Notice of Sums in Arrears.

When you receive a Notice of Sums in Arrears because of a payment holiday, you will see we’ve added a note to this letter explaining that you do not need to pay these specific arrears immediately.

If you would like to request a payment holiday for the first time, or require an extension on a previous payment holiday then please fill out the form on the bottom of this page