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Coronavirus (COVID-19) – Frequently Asked Questions

Written by Ipswich Building Society

30 Mar 2020



8 min read

Last updated: 09 April 2021 09:37

If you’re concerned about the impact of the COVID-19 pandemic on your finances, we’ve put together a list of frequently asked questions together with essential information you may find useful at this challenging time. This page will be updated regularly as the situation develops.


The wellbeing of our members and colleagues is our priority, therefore please consider whether you need to visit one of our branches at this time.

There are lots of other ways we can help as most other activity including opening new accounts can be undertaken by telephone, post or email.

Ways to contact us

Are your branches still open?

Our branches remain open for:

  • Withdrawing cash
  • Paying money in, if for essential payments such as Bills, living expenses etc.

However, the wellbeing of our members and colleagues is our priority, therefore please consider whether you need to visit one of our branches at this time.

We are encouraging a drop and go service where you can drop off any application forms/cheques with deposit slips and we will process this for you and post you a receipt

Members also have the option to set up a mandate which, once established, will allow electronic transfer of funds to their bank account.

Please don’t visit us for passbook updates at this time and try to keep any essential payments/withdrawals to a maximum of once a week if possible.

Call us on 0330 123 0723 with your queries so we can guide you.

Vulnerable customers please call us to see if your requirements can be met remotely or if a short private appointment might be necessary.

What are your branch opening hours?

To view details of branch opening hours please check for the latest information:

Many of our branches can be contacted on their direct telephone line weekdays between 9am and 5pm. Click here for contact details

Can I open an account?

We will be delighted to open an account for you and this can be done simply without the need to visit your local branch. Application forms are located on our website or you can call us and we will post or email one to you. We’d be delighted to guide you through the account opening process by phone. Branch contact details are located here

Do I have to wear a face mask when visiting a branch?

As of 24 July 2020, you must wear a face mask when entering one of our Ipswich Building Society branches unless you are exempt as per government guidelines.

Please be aware you may be asked to remove your mask by our staff for a short time during your transaction for identification purposes. We reserve the right to refuse entry or conduct your transaction if you do not comply. Abuse towards our staff or other customers will not be tolerated.

What do I do if my local branch is closed?

In the event your local branch is closed, either as part of our reduced branch service or unexpectedly, full details can be found here. In the event of an unexpected closure unfortunately we cannot always advise when a branch might re-open in advance. We will clearly signpost members to their nearest branch that remains open.

For those members who usually make their mortgage payments in branch, payments can also be made using a UK debit card by calling 01473 278510, or alternatively, if you would like to pay by bank transfer you can use the following details:

Sort code: 23-44-48
Account number: 00004000

How can I access my savings if I am unable to get to a branch?

If you are unwell, avoiding social contact or otherwise unable to come into a branch, you may be able to operate your account by telephone or post, or you can ask a third party to act on your behalf. Guidance on how to arrange third-party withdrawals can be found by contacting us on 0330 123 0723.


I’m struggling to pay my mortgage – how can you help me?

If you’re experiencing mortgage payment difficulties, we ask that you contact us in the first instance on 0330 123 0773 to discuss your problem and see how we can help. We can try to arrange a new payment plan for you, taking your financial circumstances and our interests into account.

Can I get a mortgage payment deferral?

The Society’s Guide to Mortgage Payment Deferrals, including representative examples, is available here. You must read this Guide before completing the Self Certification Form to set up a payment deferral.

The deadline to request a mortgage payment deferral is 31 March 2021, and all mortgage payment deferrals must end by 31 July 2021.  For further details please refer to the Society’s Guide to Mortgage Payment Deferrals including representative examples, available here.

Affected borrowers who are up to date with their mortgage payments and seeking a mortgage payment deferral are asked to complete and return our self-certification request form by post or by email to [email protected] (we suggest using secure email where possible). Completed self-certification request forms must be received by the Society no later than the deadline of 31 March 2021.

Agreed arrangements will not be reported to credit reference agencies. However, please remember that lenders may use information obtained from other sources, such as bank account information, in their lending decisions.

Borrowers who are already in a payment shortfall or arrears will need to contact us in the first instance to discuss the options available.

Should I cancel my Direct Debit?

No – under no circumstances should borrowers cancel their Direct Debit without speaking to us as this may affect your credit score. Please contact us in the first instance to discuss the options available

I’m in the process of buying or selling. What should I do?

The latest government issued guidance can be found here.

Are you still offering mortgages?

Yes, we have a range of mortgage products and those which are currently available can be found on our mortgage finder.

Please call our mortgage team on 0330 123 0773 if you have any queries or would like to discuss a new mortgage with us.


I have a question about my home insurance cover. Where can I find more information?

A list of FAQs and helpful information relating to home insurance can be found here.


How can I protect myself from fraud?

Unfortunately, some criminals are using the COVID-19 pandemic to trick people into sharing personal or financial details. We remind all members to be extra vigilant and exercise caution, and to look out for those who may be in a vulnerable situation. Click here for more information on how to avoid scams.

Did you have your AGM this year?

Given the current situation, and being mindful of our legal obligation to hold our AGM, we took the decision to hold our AGM behind closed doors on Wednesday 25 March with members unable to attend. An audio recording of proceedings and full voting results can be found here.

How to stay in touch with us

By telephone

General enquiries – 0330 123 0723

Mortgages – 0330 123 0773

By email

General enquiries – [email protected]

Mortgages (new customers) – [email protected]

Mortgages (existing customers) – [email protected]


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We are closely monitoring government advice and will be doing what we can to support our members during this challenging time. Our priority remains the safety of our employees, members and suppliers.

This article was published under our previous name of Ipswich Building Society. We changed our name in 2021 – find out more.

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