It is imperative that you contact your bank or mortgage provider and tell them about your position so they can inform you if they are going to agree to help you over the period of the coronavirus crisis.
There is not a particular rule or guideline that they all must follow, and therefore may deal with it diffidently to what you may have heard on the news or from a friend. Your future position will be a lot more secure if the payments were missed by agreement.
Make sure you record the date, time and name of the person you spoke to. You may need them to be able to trace the call at a later stage if a complaint becomes necessary.