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About
Established in Newport in 1869 to help local people build homes, we now help people across Wales and England buy properties and save for their future.
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27 Mar 2020

Coronavirus (COVID-19)

Keep checking this page for our latest updates regarding COVID-19.

Key Information

Phone Lines:

Our customer service phone lines are very busy, please only call us if it is urgent - we want to make sure our members in the most urgent need can get through to us.

Our mortgage advice line is operating at the reduced hours of 9am-6pm Monday - Thursday, and 9am-5pm on Friday.

Our contact numbers can be found here.

Mortgage Payment Support:

If you need support with your mortgage payments, you can find out more and apply for support here.

Savings Support:

If you need to access your savings due to financial impacts of COVID-19, please fill in the Call Me Back form on our contact us page and someone will be in touch soon.

Please check the savings section of our website for our latest rates.

Branches and Agencies:

To keep everyone safe, we kindly ask that you only visit us for essential activities such as urgent withdrawals that cannot be made using other methods. 

Please do not come to branch to update your passbooks at this time. Members can expect to receive savings statements outlining interest payments in May. We would appreciate your support in waiting for your statement to arrive instead of visiting us in branch – this will help ensure everyone’s safety.

We have reduced the opening hours across our Branch network to 9am-1.30pm Monday to Friday. Our Agencies are also providing a reduced service.

There may be additional disruption across our Branch and Agency network so we recommend all members check the updates below and call ahead of visiting to ensure we will be open. Again, please ensure that you only consider using our branch or agencies for essential activities only such as urgent withdrawals or deposits.  

Contact details for all our locations, along with planned opening hours, can be found on our contact us page by clicking 'find us in branch'.

Due to social distancing measures, only 1 member will be allowed in at a time. Please make sure you are prepared to wait outside, and remain 2 metres apart from any other members waiting. 

Thank you to all of our members for your patience, we are doing everything we can to continue to support you throughout this difficult time. 

Latest Updates 

UPDATE 27/03/20: Branch Closures

Please note, the following branches will be closed today:

Newport - Handpost

Risca

All other branches are open and details of where they are can be found in Contact Us. Alternatively, please call our Customer Services team on 01633 844 340.

We apologise for any inconvenience this may cause.

UPDATE 26/03/20: Branch Closures

Please note, the following branches will be closed today:

Newport - Head Office

Newport - Handpost

Risca

All other branches are open and details of where they are can be found in Contact Us. Alternatively, please call our Customer Services team on 01633 844 340.

We apologise for any inconvenience this may cause.

UPDATE 24/03/20: We are currently operating at a reduced service

The Society is currently operating at a reduced service due to the effects of the Coronavirus pandemic.

In light of the latest HM Government’s announcement and public health advice, we have taken the precaution of advising our Head Office colleagues to work from home with immediate effect.

Due to the disruption, our branches and agencies are operating with reduced capacity, therefore with effect from Tuesday 24th March we will be operating slightly reduced branch opening times. Most branches will be open from 9.00am to 4.00pm and will close for an hour for lunch between 12.30pm – 1.30pm. 

We will continue to monitor the situation closely and where we need to make further changes we will try to ensure any disruption is kept to a minimum. Some of our agencies have taken the decision to close or operate at reduced hours, please check our contact page for the latest opening hours or give your local branch or agency a call before travelling.

If you are trying to contact us via phone, please note, we are experiencing high call volumes during this time. Please be assured that we are all working hard to continue serving our members to the best of our ability. If the reason for your call is not urgent, and does not require support in the next 24 hours, please try calling at another time.

UPDATE 23/03/20: We're experiencing a high volume of calls & Griffithstown agency closed 

Our Customer Service team is currently experiencing a high volume of calls due to the COVID-19 situation. Therefore call waiting times may be longer than usual as we try to provide help and support to as many members as possible during this unprecedented time.

If the reason for your call is not urgent, and does not require support in the next 24 hours, please try calling at another time.

If your call is regarding a mortgage repayment holiday, please complete our online form and a colleague will call you back:

Mortgage Enquiry Form

Due to the impacts of COVID-19, our Griffithstown agency has closed until further notice. All other branches and agencies are open for the time being, if this changes we will provide an update on this page. 

UPDATE 20/03/20: New enquiry form for mortgages

As we are receiving a high volume of enquiries around mortgage repayment support, we have created a dedicated enquiry form for mortgage customers who may be experiencing financial difficulties due to the impacts of COVID-19. 

If you require more information about the support available to you, we encourage you to use the form to submit your enquiry. This will help avoid extended waiting times to connect with a colleague on the phone. 

However, if your next mortgage payment is due within 24 hours, we would still advise calling us on 01633 844 370 or 01633 844 351 to ensure that we can take swift action if required. 

More information about the options available to you can be found on the UK Finance website.

Mortgage Enquiry Form

UPDATE 19/03/20: Support for members around the impact of Coronavirus

As a mutual Building Society, our members are our priority and we understand that some may find themselves in financial difficulty because of the impacts of Coronavirus. We have specialist teams on hand to help and support you through this uncertain and challenging time.

Our colleagues are working hard to ensure that we can continue to provide you our regular service from our branches, agencies and customer contact teams.  We’re monitoring the situation closely and if the circumstance arises where we have to reduce branch services, we’ll keep you updated on our website, social media, and through branch or agency notice.

In light of the recent Government advice and along with other Banks and Building Societies, we will look to offer flexible support to our members through a number of approaches.  We will listen and understand each customer's situation on an individual basis offering support to help manage your finances, some options of which may include:

  • Up to 3 months payment holiday – this means you will not repay any capital or interest on your mortgage balance for this period. At the end of the three months we will agree how you repay the capital and interest accrued during this period.
  • Temporary conversion to ‘interest only’ for those customers on a repayment mortgage – this means you will only pay the interest due on your mortgage during this period. At the end of the period we will agree how you repay the capital element that was due during this period.
  • Emergency access to savings in fixed term or notice accounts without penalty – we will allow withdrawals, up to a maximum limit, if you need emergency access during this period.

How to contact us:

For mortgage enquiries:

Call 01633 844 370 or 01633 844 351, or submit an enquiry here.

For savings enquiries:

Please give our colleagues a call to discuss. This will ensure that we can deal with your withdrawal quickly and efficiently. A full list of our branches and agencies, along with contact details can be found at www.monbs.com/contact-us

Alternatively, please call our Customer Contact Team on 01633 844 340. Please note, our telephone lines may be busier than usual as we try to support our members during this time.

My Accounts

Simply log in to My Accounts and submit your instructions.

UPDATE 17/03/20:

In light of the Coronavirus pandemic, we wanted to share an update with you about our approach to the current situation.

Our priority is safeguarding the health of our colleagues and members. We are all working hard to ensure we can operate as normal via our branches and agencies, over the telephone and online.

Given that the situation is changing daily, we will continue to provide updates via our website and social media channels. We will also post updates in our branches and agencies.

If you experience any financial difficulties because of Coronavirus, please contact us. We'll take a look into your individual circumstances to see how we can best support you.

To keep up with our latest news and service updates, please check here each day.

UPDATE 12/03/20:

As a Building Society, our members are our priority and we understand that some of our members may find themselves in financial difficulty as a result of the impacts of coronavirus. 

Our approach continues to be member led and in relation to the coronavirus impact, we will look to understand each customer's situation on an individual basis offering support to help them manage their finances.

UPDATE 11/03/20:

Following advice from the UK Government, the Foreign and Commonwealth Office and Public Health Wales, we kindly ask that you do not visit any of our branches if you have been in contact with someone who has tested positive for Coronavirus or you have travelled to any of these countries within the last 14 days:

  • China
  • Thailand
  • Japan
  • South Korea
  • Hong Kong
  • Taiwan
  • Singapore
  • Malaysia
  • Macau
  • Vietnam
  • Cambodia
  • Laos
  • Myanmar
  • Northern Italy
  • Iran

We also advise that you follow the precautionary advice available from Public Health Wales at https://phw.nhs.wales

The welfare of our members and colleagues is very important to us and we appreciate your support.

Instead of transacting in a branch, you can:

  • Call our Customer Services team on 01633 844 340