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Dudley Building Society > Business > Supporting you through Coronavirus (Covid-19)

Supporting you through Coronavirus (Covid-19)

With Coronavirus continuing to rule the headlines, we want to reassure you that we are here for you during this difficult time. Whether you are concerned about the accounts you hold with us, your monthly mortgage payments or visiting a branch, we are on hand to support you.  

We will ensure we provide you with the most up to date information, including any changes to our opening hours, on this page. Please continue to check back here for further updates.

We are paying close attention to Government and NHS guidance as it becomes available. The focus will always be on the personal safety and welfare of both our employees and our members, whilst ensuring we have relevant plans in place to minimise any disruption to our services.

For a range of useful links and guidance, please visit our Coronavirus Information page

Visiting your local branch

Our branches are open Monday - Friday, between 9am and 1pm and on Saturdays between 9am and 12pm. We kindly ask that you wear a face covering in our branches at this time.

We are currently offering private appointments in our branches Monday to Friday between 1.30pm until 4pm. We understand that not everyone will feel comfortable visiting our branches at the moment and therefore we are offering our members the opportunity to make a private appointment with us once the branch has closed to the general public at 1pm. This will enable us to provide a dedicated service to vulnerable customers or any customers that wish to discuss financial matters such as applying for one of our savings products or registering a bereavement. Please contact your local branch to arrange an appointment.

We are also running a drop and go service where you can drop off any application forms or paperwork along with your passbook and we will process this for you. You can then come back in to collect your passbook or we can post it back to you.

To protect our employees and members at this time, we politely ask that you do not visit our branches unless it is absolutely necessary, and we will only be offering the following essential services:

  • Withdrawing cash
  • Paying in cash
  • Withdrawing a cheque
  • Paying in a cheque
  • Arranging a faster payment

Even if you are well, please think twice before visiting a branch and respect the Government's social distancing guidelines. We also ask that you follow social distancing guidelines whilst visiting our branches to help reduce the transmission of Coronavirus. This includes leaving at least a 1 metre space whilst queuing and at our counters.

If you are currently experiencing any symptoms of Coronavirus,  we kindly ask you not to visit our branches and to follow NHS guidelines. This is important for the welfare of our other members and our employees.

Support for our borrowers

To any mortgage members concerned about meeting their mortgage repayments at this time, please scroll down to read our list of FAQs. If you require urgent assistance, please contact our Mortgage Servicing Team on 01384 231414 or email mortgages@dudleybuildingsociety.co.uk and a member of the team will be happy to discuss your options.

Contacting us

We are currently experiencing a high volume of calls, so we ask that you only call if it is necessary at this time. To ensure we can help those with the most immediate financial need, please only get in touch if it’s absolutely essential. If you do need to speak to our Customer Servicing Teams urgently, please contact our Customer Services Team on 01384 231414. You can also follow our social media pages for the latest news

Be aware of fraud

Sadly there has already been an increase in fraudsters using Coronavirus as a front in their use of scam telephone calls, texts and emails. Please be vigilant about any messages you receive that claim to be from financial services organisations, especially if they are asking you to transfer any funds out of your accounts. They may also tell you not to inform your bank or building society for security reasons; please be aware that this is a typical trait of these kinds of scams. If you are concerned about anything, please speak to us before making any transactions

Please visit our new Fraud Awareness page for details on how to protect yourself from fraud and scams.

Bereavement during coronavirus

We are committed to helping our customers through this difficult time. We are making changes to our Bereavement process in order to do this. If you have been affected by the loss of a loved one, we realise that the current circumstances have placed barriers in the way we would ordinarily support you. If you need to inform us that someone has passed away, you can do this online or by phone in the first instance. We will then call you to discuss the process.

Please do not visit our Branch network as we will be unable to provide the service face to face in line with the Government advice.

Please visit our new Coronavirus Bereavement page for details on how best to notify us of your loss. 

FAQs - Mortgages

What is a 'payment deferral'?

A payment deferral is a temporary postponement of an outstanding debt. This is more commonly referred to as a payment holiday.

How do ‘payment deferrals’ work?

The mortgage repayment is deferred for a period. The monthly payment is either reduced or changes to zero, and interest accrues for the period. This may be particularly appropriate where there is a temporary shortfall of income.

Where payments are deferred for a time, the borrower will need to make up these repayments in the future, which could be over the remaining term.

We will help borrowers to find the best solution for their individual circumstances, as a payment deferral may not always be the most suitable approach and may not be required by all borrowers.

Will all customers receive an automatic three-month payment deferral?

No it is not automatically applied, you will need to contact the Mortgage Servicing Team to discuss this in more detail. We will help borrowers to find the best solution for their individual circumstances, but an automatic payment deferral may not always be the most suitable approach and may not be required by all borrowers.

How do I apply for a payment deferral?

We recognise that these are unprecedented and difficult times for our borrowers. Please contact our Mortgage Servicing Team at the earliest possible opportunity to discuss if a payment deferral is a suitable option for you.

Are all customers eligible for a payment deferral?

Payment deferrals are not in the interests of everyone with a mortgage. The offer of a payment deferral can be made available to borrowers who are not already in arrears and up to date with their payments.

For borrowers who are already in arrears or in financial difficulty, lenders will consider the full range of options that are ordinarily available to customers under existing rules. We will look at borrowers’ individual circumstances and offer support on a case-by-case basis. We would encourage borrowers to speak with our Mortgage Servicing Team at the earliest possible opportunity to discuss the options available to them.

What happens when my payment deferral ends?

While the payment deferral is in effect, the capital sum of the loan remains as is, while the interest that would have been paid in the period accrues.

At the end of the payment deferral period, your normal monthly payment will re-apply. We will get in touch with you to assess your circumstances, including income and expenditure, and come to an arrangement to enable recovery through the full repayment of the arrears.

If you are looking for additional information on how we can help and support you in the long-term, please visit our new mortgage support page.

How will this affect my credit score?

We will speak to credit reference agencies to ensure customers who take a repayment deferral are treated consistently and we will make efforts to ensure that forbearance offered under these circumstances will not result in an adverse impact on your credit score subject to you maintaining any agreement you make with us.

What if I’m already in arrears?

You should continue to speak to our Mortgage Servicing Team. We will review existing arrangements if there is a change in circumstances.

Can I pay my mortgage without visiting a branch?.

There are a number of ways to pay your monthly mortgage repayments;

• Pay your monthly mortgage by Faster Payment or bank transfer from another bank or building society. To pay your mortgage from another bank/building society, please quote the following bank details:

Sort code is 60-83-18

Account number is 10001008

Please ensure you always include your Society roll reference number when making a transaction. The 'roll reference number' is your mortgage account number.

• You can set up a direct debit to pay your monthly mortgage repayment by calling our Mortgage Servicing Team or by downloading and completing a direct debit mandate form

• You can pay your mortgage by cheque. Please make the cheque payable to yourself and write your name, address and roll reference number on the back of each cheque and post it to our Principal Office or one of our branches.

• You can make debit card payments by calling our Mortgage Servicing Team on 01384 231414 and select option 2. Please note that we do not accept credit card payments.

Please contact a member of our team if you would like to discuss these services in more detail.

FAQs - Savings & Branches

Do I need to visit a branch to make a payment in to my account?

There are other ways you can pay money in to your savings account;

• A Faster Payment or bank transfer can be sent from an account you hold with another bank or building society.

• You can set up a standing order to pay a set amount at regular intervals in to your savings account.

To make a payment in to your savings account from another bank/building society or by standing order, please quote the following bank details:

Sort code is 60-83-18

Account number is 10001008

Please ensure you always include your Society roll reference number when making a transaction. The 'roll reference number' is your savings account number.

• You can pay in a cheque to your account by post instead of coming into branch. Please make the cheque payable to yourself and write your name, address and roll reference number on the back of each cheque and post it to our Principal Office or one of our branches, along with your passbook.

Please contact a member of our Customer Services Team if you would like to discuss these services in more detail.

What if I’m unable to visit a branch for a cash withdrawal?

There are other ways you can access the funds in your account;

• A Faster Payment can be sent to another bank or utilities provider. Please complete a Faster Payment Form (available to download from www.dudleybuildingsociety.co.uk/savings). Send this into us along with your passbook. We will ensure the withdrawal is completed as soon as possible.

• Cheques can be withdrawn made payable to yourself, providing the relevant information is provided. This will enable you, to pay funds held with us into your current account to enable easier access to your funds in the coming weeks

Please contact a member of our Customer Services Team if you would like to discuss these services in more detail.

What is an essential transaction?

Only the following essential transactions will be allowed in branch;

  • Withdrawing cash
  • Paying in cash
  • Withdrawing a cheque
  • Paying in a cheque
  • Arranging a faster payment

The updating of a passbook or any other service which is not on the specified list, is not an essential transaction and will not be permitted in branch during this time. If you have any questions regarding any other services we offer, please contact our Customer Servicing Team on 01384 231414.

Can I still open an account in a branch?

No. To protect our employees and members at this time, we politely ask that you do not visit our branches unless it is absolutely necessary, and we will only be offering essential services. You will be able to open a new account by post. If you have any questions regarding this service, please contact our Customer Servicing Team on 01384 231414.

How much cash can I withdraw from a branch?

The maximum cash withdrawal is £500 per day.

Are my savings safe?

Yes. The Financial Services Compensation Scheme (FSCS) is in place to make sure your balances stay safe. You’ll still be protected for up to £85,000 per person. This covers all eligible deposits in both sole or joint current or savings accounts. For more information please refer to the FSCS Information Sheet.