WE ARE HERE FOR YOU

We recognize that COVID-19 is creating unprecedented challenges for everybody.
Our call centre is experiencing exceptionally high call volumes.
If you have experienced an income disruption and require assistance, please use this contact form for faster service.

FAQs

We have created the following list of frequently asked questions to help address your concerns.
As we are experiencing high call volumes, we ask that you please review this page to see if it answers your question before contacting the Call Centre.

How can Home Trust help if I have experienced an income disruption due to COVID-19?

We want to assure you that Home Trust is here to help those experiencing income disruption (layoff, loss of income due to self-isolation, etc.) caused by COVID-19. We are offering eligible clients a range of relief measures. Please [click here] to begin.

How does a mortgage deferral work?

A deferral means that eligible clients do not have to make regular payments during the deferral period. A deferral affects the repayment schedule only; interest will continue to accrue on the deferred payments, the unpaid interest, and on the principal balance. If you can’t subsequently make the deferred payments, they will be added to your principal balance at maturity.

What will happen to my mortgage at the end of the deferral period?

Your regular mortgage payments will resume as scheduled. If the conditions that led to the income disruption are resolved during the deferral period, please contact us as soon as possible to resume your regular payments. If not, you may contact us to discuss a solution based on your circumstances at that time.

How will a deferral affect my mortgage in the future?

A mortgage deferral is an option to suspend payments on the mortgage until a future date. It will affect the total cost of borrowing for your mortgage based on the principal amount, the interest rate, and the amortization. The example below is based on deferring one monthly payment on a mortgage of $200,000 with an interest of 3.00%, on a one-year term with a 20-year amortization.
example mortgage deferral over a 1-year term
Note: this example is provided for illustrative purposes only and may not reflect your particular circumstances. If requesting a deferral, please speak with a specialist to determine how a deferral will affect your total cost of borrowing.

Will a deferral affect my credit score?

An approved mortgage deferral related to COVID-19 should not, on its own, affect your credit score.

What additional resources are available to help those financially affected by COVID-19?

We are here to help those affected by COVID-19 with information on programs introduced at the provincial and federal level. The following list was last updated on April 3, 2020:

Government of Canada
COVID-19 Economic Response Plan

Provincial and Territorial Government programs

I am still employed but anticipate a layoff or reduction in income if the recommended period of social distancing is extended. Should I contact you now?

You should contact us as soon as you know the actual details of your personal circumstances. We will be here to help when you need us.

Why can’t I get through to an agent?

Our Call Centre is currently experiencing exceptionally high call volumes helping customers in this challenging time. The fastest way to receive a response is to contact us electronically using the form above or by email at homehelps@hometrust.ca.

Are there other ways to contact Home Trust?

Home Trust has taken measures to ensure our employees can serve the needs of our customers during this disruption. Please read our statement on COVID-19 below for more information.

If we have not answered your questions here, you may send us an email at homehelps@hometrust.ca. A Customer Care representative will reply to your inquiry within five to ten business days. For general questions that do not relate to your mortgage account or other accounts, you may also reach out to us on Facebook, Twitter, Instagram or LinkedIn.

We thank you for your patience and understanding as we work through this trying time together. We assure you that we will work toward a satisfactory resolution.


At Home Trust, we recognize that the COVID-19 virus is creating unprecedented challenging circumstances for everybody. We want you to know that our first priority is the health and safety of our customers, partners and employees. 

We also understand that as a community, we must work together to do everything possible to minimize the spread of the COVID-19 virus. As a result, we have taken measures to ensure that the majority of our employees are able to work remotely and maintain normal business functions. Our teams are fully operational and prepared to support you and your needs. Our commitment to providing solutions that work for your particular circumstances has not changed.

All customers are advised that in addition to our retail stores and satellite offices being temporarily closed, access to our head office in Toronto has been restricted. At this time, we request that all customers requiring assistance contact us using the information listed below.

We want to reassure you, our customers, partners and communities we serve, that we are here to help during this challenging time. We are committed to work with our customers on an individual basis to support you as you manage through these extraordinary times. If you have been directly impacted by COVID-19 and need to better understand your options with Home, please reach out to us at homehelps@hometrust.ca or call us at 1-855-270-3630 or 416-777-5820. We will answer every call, and we appreciate your patience while our Call Centre experiences high volumes. We are here to help.

The most important thing is for us all to stay safe, healthy, and connected. Thank you for your continued trust in Home.

Can’t find an answer?

Call us

For assistance on our various solutions, please call one of the following numbers Monday to Friday from 8:00AM to 8:00PM:

Mortgages
1-855-270-3630

Credit Cards
1-888-281-7793

Oaken Financial
1-855-OAKEN-22
(1-855-625-3622)

Retail Credit
1-877-903-2133