We understand that Coronavirus (Covid-19) has impacted people differently and your circumstances may have changed.

If you have missed a payment or have found yourself in financial difficulty due to the coronavirus and need to discuss your circumstances we are here to support.

If you can afford to make repayments, you should continue to do so. If this is not possible, we have provided details below of the options that we can offer to support you.

Payment Arrangement

This is an arrangement where you continue to pay your loan, but we reduce your monthly payments to help make the loan more affordable. This can be for a short period until your circumstances improve, or for a longer term if needed whilst you are adjusting to a revised financial position.

This maybe suitable if your circumstances have changed and you are unlikely to be able to catch up on any arrears.

This may have an impact on your credit file, as any arrears and the arrangement would be reported to the Credit Reference Agencies.

Breathing Space

If you can’t make your next payment or are already in arrears and need some time to get debt advice, we can put your agreement on hold for 30 days whilst you do so.

This would be suitable if your circumstances have changed and you need time to work out your new financial circumstances.

You can also get advice from a number of charities and not-for-profit organisations, such as the ones listed below:

  • StepChange Debt Charity
  • National Debtline
  • Citizens Advice Bureau
  • Money Advice Service
  • Payment Holiday Extension

This would also be suitable if you expect your circumstances to improve within the next month.

This may have an impact to your credit file, as any arrears would be reported to the Credit Reference Agencies.

Payment Holiday

Payment holidays were introduced to support people impacted by Covid19 as short-term support and can cost more in the long term. This is because interest is incurred during your payment holiday.

  • We may be able to offer you a 3 month payment holiday if you’re currently up to date with your monthly payments and haven’t had more than 1 payment holiday before.
  • You’ll need to resume normal payments at the end of the payment holiday
  • You may have to pay additional interest, which means the total amount you pay will increase
  • The term of your agreement and the number of repayments will increase
  • We’ll confirm the amount of additional interest and the number of additional payments to you in writing before the payment holiday starts so you will have a chance to change your mind.
  • There’s no impact to your credit file, however there may be an impact if you decide not to take a payment holiday and you fall behind, or are already behind with your repayments
  • Please note that lenders take other information into consideration, which means taking a payment holiday may affect your ability to obtain credit in the future even if this is not shown on your credit file.

Please note that lenders take other information into consideration, which means taking a payment holiday may affect your ability to obtain credit in the future even if this is not shown on your credit file.

If you can afford to make payments you should do so, as this could mean you may pay less interest over the life of your loan.

How do I get in touch?

The simplest way is to complete our loan repayment form online. You can also send a secure message through our secure portal here or through our app. You can find this in your app store by searching MyHPF. If you prefer to speak to us, you can contact us on 0344 375 5488 but please consider our lines are busier than usual and wait times may be higher.

Further help if you’re worried about your money

This is an unprecedented time and we know that this virus is impacting people's lives in all kinds of ways. Here are some of the places you can go for further support on getting through this difficult and uncertain time.

The Money Advice Service

For free impartial information and tools on how to deal with your money, the Money Advice Service has set up a hub dedicated to managing the impact of the virus.


HMRC has a set up a phone helpline to support businesses and self-employed people concerned about not being able to pay their tax due to coronavirus.  The helpline allows any business or self-employed individual who is concerned about paying their tax due to coronavirus to get practical help and advice.

For those who are unable to pay due to coronavirus, HMRC will discuss your specific circumstances to review your options. The helpline number is 0800 0159 559 or visit their website here.

Step Change

You can also contact a specialist free debt advice charity, particularly if you have other creditors. Step Change offer confidential advice and practical help and you can contact them on 0800 138 1111 or visit their website at

Financial help for freelance and contract workers

The government website is the best place for information on universal credit and statutory sick pay.

NHS Live Well

For advice and support on dealing with illness and staying healthy, visit the NHS Live Well website.

What effect will delays in the postal system have on my Agreement?

Covid -19 has caused delays in Postal deliveries across the UK, which may mean information takes longer than expected to reach you. It may also cause a delay in us being able to process items we expect to receive in the post, such as cheques which relate to payments, or changes in your Agreement.

Please be assured that, if a cheque was received on time, but not processed in a timely manner, we will ensure that you will not incur any additional charges and that your credit file will not be affected.

To avoid potential concerns, if you can, please use CHAPS or Faster Payments through your bank to make payments instead of sending cheques in the post. You can also make payments and manage your account online through our MyHPF portal or the MyHPF App, which is the recommended option as this adds the payment direct to your agreement.

What happens at the end of my Payment Holiday?

At the end of your payment holiday, your payments will resume as normal, with both the same amount and date of collection. We will send you a reminder 2 weeks before your payments are due to start again with full details of the next steps. If you have cancelled your direct debit during this payment holiday period, we will request your bank set this back up. If you're coming to the end of your initial Payment Holiday and you do not believe that you will be able to resume your normal contractual repayments, then we have a range of options to support you.

Can I make additional payments to catch up the 3 month Payment Holiday?

Yes, additional payments may be made at any time via the secure customer portal. You can also increase your payments to pay back your loan within the original term or a shorter term if you wish.  This could mean you may pay less interest over the life of your loan.

If you can afford to make partial payments during the holiday, you should do so.

Can I extend my Payment Holiday for longer than 3 months?

We may be able to extend your payment holiday by a further 3 months, but only where this is in your best interests, and where you expect to be able to resume payments in full at the end of the extended period. You can only request this once for a total of 6 months deferred payments.

Please remember that a Payment Holiday will have an impact on your loan, so please read the full Payment holiday section within the FAQ page

Loan Repayment Form

If you are requesting a payment holiday or some support to help you at this time please use our loan repayment form.

You don’t need to call us - we’ll be in touch once your request has been reviewed by one of the team. Please read the section on Payment holidays first to check your eligibility here. This could save you time in the long run and ensure it’s the best solution for you.

Loan Repayment Form

Contact us

For general enquiries telephone our Customer Experience Team on 0344 375 5500.

Opening Hours for our Customer Experience Team

Mon-Fri:  8:15am to 7:15pm
Saturday and Sunday: Closed

To process a personal loan, telephone our Loans Team on 0343 351 9112.

Opening hours for the Loans Team

Mon-Fri: 8:45am to 7.30pm
Saturday and Sunday: Closed

If you are in financial difficulty and need to discuss your circumstances, call 0344 375 5488.

Opening Hours

Mon-Fri:  8:15am to 7:15pm
Saturday and Sunday: Closed


If you would prefer to message us you can do securely through MyHPF either through the app or by clicking here and select my messages from the options, or email us at


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