The COVID-19 situation continues to change and evolve. Loans at Home appreciate the impact and uncertainty that it is having on our customers. We are here to offer our support whilst maintaining the safety of our customers, agents and employees and will continue to provide great customer service.

To ensure your safety you may find that we are unable to visit your home to collect your payment or to issue a new loan.

To make it easier to manage your Loans at Home account, we have recently launched our customer app on the Apple and Google Play Store – please find the links below.

Download on the App StoreGet it on Google Play

The app will allow you to see all the key information about your loan, including your balance, recent payments and allow you to make a payment. If you have not used the app or portal before you can register here – myloansathome.co.uk


We fully appreciate the impact COVID-19 may be having on your wellbeing, this might be because:

• you or someone you care for is sick
• you need to self-isolate
• you work in a sector that has been or is likely to be hit by the economic disruption caused by the virus

If you are concerned about your account please contact your agent or call our Customer Relationship Centre on our freephone number (0800) 011 4490. We will work with you to support any potential vulnerabilities and offer forbearance solutions if needed, we are here to understand the changes you may have to your circumstances and look at the options available to you. Where appropriate we can draw up an affordable repayment plan designed to help you repay your loan in a manageable way.


PAYMENT FREEZE INFORMATION (UPDATE)

If you are worried about being able to make payments now that we are going back into lockdown, we are working with the government and the Financial Conduct Authority (FCA) on the extension of emergency payment freezes (EPFs).

Please don’t contact us just yet to find out if you are eligible for a new or extended EPF as we are still working through the detail.  We will post more updates on our website as soon as we are able to do so.


IMPORTANT INFORMATION

To remain compliant with the Consumer Credit Act, we are required to treat the accounts of customers with whom we have agreed an emergency payment freeze as being in arrears.

During any emergency payment freeze you have had, we have not reported any missed payments as arrears to Credit Reference Agencies.

If your account was already in arrears at the point the payment freeze was agreed, the same level of arrears continued to be reported on your Credit File throughout that period. When the payment freeze ends the reporting will recommence from the status reported at the start of the payment freeze.


HOW CAN I PAY MY ACCOUNT BALANCE?

You can sign up to our customer portal, MyLoansatHome, here you can manage your account remotely. It is easy to use and allows you to stay up to date on all of your account information. You can pay Loans at Home in a number of ways including debit card, continuous payment authority, standing order or cash.

Please note cash collections may be restricted or prohibited due to COVID-19 guidelines, please check with your local agent.


HOW LOANS AT HOME ARE DEALING WITH INCOMING AND OUTGOING MAIL DURING THE COVID-19 PANDEMIC:

Here at Loans at Home, we are collecting inbound post we receive into our Customer Relationship Centre in Hanley, Staffordshire, on a regular basis and where possible daily.

If you have sent us a payment by cheque, these are currently being banked once a week to minimise the need for travel.

We are, where possible emailing any correspondence back to our customers. Where we are unable to email, we are posting responses back to our customers on a weekly basis.

If you would like to view your account balance(s) or get in touch with us, you can do this via our customer portal, by contacting us at customerservice@loansathome.co.uk, by calling us on 0800 011 4490, or by contacting your agent.


FORBEARANCE AND VULNERABILITY

If you are experiencing any form of vulnerability, please also speak to us so we can offer you the correct forbearance options suitable for your needs.

There are also a number of free, independent organisations which can help you if you find yourself in financial difficulties, worried about debt or simply need advice on ways to manage your money more effectively.

  • StepChange Debt Charity — 0800 138 1111
  • National Debtline — 0808 808 4000

COVID-19 RISK ASSESSMENT AND LOANS AT HOME STAYING COVID-19 SAFE

Here at Loans at Home we have completed an internal risk assessment looking at all levels of our business and have implemented controls in order to operate as safely as possible. This can be seen in our Loans at Home COVID-19 return to work risk assessment document.

In addition to this, we can also confirm our compliance with the Government’s guidance on managing the risk of COVID-19. This can be found in our Staying COVID-19 secure in 2020 certificate.

The Loans at Home team