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.
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 www.stepchange.org.
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