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Coronavirus - we're here to help

Coronavirus - we're here to help

We recognise this is a challenging time for everyone and we want to reassure you that we’re doing everything we can to maintain service and to support you, our Members, through this difficult time.

Getting help with your mortgage

If you have been financially impacted by coronavirus and are worried about your mortgage repayments, please contact your local branch and we will do what we can to help you. Find the contact details for your local branch here.

For further information on how we can support you, visit our Financial Difficulties page which outlines the options available to you.

If you have already taken a temporary arrangement due to coronavirus and have had this extended for a second period and you are coming to the end of your extended period, you will receive a letter from us advising you of what will happen next.

If you think you will continue to experience payment difficulties, please contact our mortgage support team via email (mortgagesupport@theprogressive.com) where we will do what we can to help.

In your email, please include:

  • The phrase, End of Extension so that we can deal with your query promptly
  • Your mortgage number (you can find this on your mortgage statement)

Please do not include any other personal details in the email.

Our branches

As an essential service, we have put measures in place so that our branches can safely remain open for people who need to come in and see us.


We are currently operating reduced opening hours in our branches. Current Opening hours:

Monday – Friday: 9am – 3pm

Saturday: 9:30am - 12pm 


We also ask that you do not visit our branches if you or someone you live is showing symptoms of Covid-19 (coronavirus).

To keep our staff and Members safe, we have taken further precautionary measures in branches, including social distancing (staying 2 metres away from other people) and more frequent and enhanced cleaning. If you do need to visit our branch, please be aware that social distancing means you may encounter a longer wait-time when entering the branch. We thank you for your cooperation during this time.

Some of our agents’ offices are closed temporarily. We recommend that you contact your agent before travelling. Contact details for our agents can be found here.

We continue to keep the situation under review and will regularly update this webpage with any changes.

How to contact us

We have introduced necessary measures to protect our Members and staff. Unfortunately, this could result in a delay in us responding to your queries.

If you have a query about your mortgage or savings account, the best way to contact us is to use our Contact Us Form or Request a Callback Form. Please provide your name and contact details and we will get back to you within 5 working days of receipt of your email.

To ensure that your query is dealt with promptly, please make sure you select the branch you arranged your mortgage with, or the branch you manage your savings account with.

We continue to receive high call volumes during this difficult time, so we ask that you only call us if your matter is urgent.  

Staying safe from coronavirus fraud

We urge you to be aware of suspicious phone calls, texts, or emails from anyone claiming to be from Progressive Building Society with a message about coronavirus. We may ask some specific security questions to help us confirm your identity.


What fraud tactics to look out for:

  • HMRC-related scams - HMRC is urging people to be extremely cautious if contacted unexpectedly by someone claiming to be from the tax authority. HMRC has stressed it will never email, text or message individual taxpayers on social media to offer a tax rebate or refund. Taxpayers should forward any suspicious emails claiming to be from HMRC to phishing@hmrc.gov.uk and send any suspicious texts to 60599.
  • Lock-down scam fines - Scammers may send you a text message claiming to be sent from the Government, threatening to fine you for leaving your house and demanding payment.
  • Fraud around short-term financial concerns - Scammers may ask you to hand over an upfront fee, usually between £25 and £450, when applying for a loan or credit that you never get. This is known as loan fee fraud or advance fee fraud.
  • ‘Good cause’ scams -  Be wary of scammers who may try to get you to hand over money for services such as the production of sanitiser, manufacture of personal protection equipment (PPE) or new drugs to treat coronavirus – with the promise of high returns to entice consumers. Reputable companies would not behave in this way.
  • Using the uncertainty around stock markets - Scammers may advise you to invest or transfer existing investments into non-standard investments.
  • Clone firms - Firms must be authorised by the Financial Conduct Authority to sell, promote, or advise on the sale of insurance products. Some scammers will claim to represent authorised firms to appear genuine. In particular, be aware of life insurance firms that may be cloned.
  • Scammers contacting you claiming to be from a different company - Be mindful of anyone who contacts you claiming to be from a Claims Management Company (CMC), insurance company or your credit card provider. They may say they can help you recover losses by submitting a claim, for the cost of a holiday or event such as a wedding cancelled due to coronavirus. They will ask you to send them some money or your bank details. Never follow instructions if you are unsure.
  • Contact from your Bank or Building Society - Cold calls, emails, texts or WhatsApp messages stating that your bank is in trouble due to the coronavirus crisis, and pushing you to transfer your money to a new bank with alternative banking details.

How to protect yourself

  • Use the Financial Services Register and Warning List to check who you are dealing with
  • Reject offers that come out of the blue, or that seem to good to be true
  • Beware of adverts on social media channels and paid for/sponsored adverts online
  • Do not click suspicious links or open emails from senders you don't know
  • Don’t let yourself be rushed or pressured into making a decision
  • If a firm calls you unexpectedly, use the contact details on the Register to check that you’re dealing with the genuine firm.

Speak to our team today

We’d love to talk you through the mortgage process and help you find a suitable product. For more information or to apply for an account, you can call us, email us, pop into one of our 11 branches. We look forward to hearing from you.

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We have 11 branches across Northern Ireland.

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