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Online Service 

Did you know you can now register to view your mortgage account on our Online Service? By registering, you will be able to check your balance, monitor your transactions and contact us online.

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Additional Borrowing through a Further Advance

Need to borrow a bit more? We know that as time moves on, plans and dreams change. So whether it's a kitchen revamp, buying something extra or you want to make your home more energy efficient, find out how we can help. 

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Coming to the end of your product deal?

Approximately 2-3 months before your existing product deal is due to expire, we will write to eligible borrowers, providing details on the latest products available. 

We will invite you to secure a new deal to coincide with the end of your current deal. This helps avoid any unnecessary early repayment charges or going on to a standard variable rate (SVR) product, which may be at a higher interest rate.

If you are an existing borrower on SVR, advice is available on request to support you through this process and give you the latest product information. 

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Mortgage Support

For additional help and support, we've provided some extra guidance.

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Help & Support

FAQs
How do I tell you I have changed my address?

1. If you are a savings customer, you can update your details via the Online Service. If you haven't already registered, click here to find out how. To change your contact details, click 'Services' on the top navigation bar and then select 'Personal details'.  From here, you will be able to amend your details. You won't be able to change your name or date of birth online
2. If you are a mortgage customer, please call our Mortgage Servicing Team on 01384 231414 or find our full contact details here
3. Visit your local branch

What is the interest rate on my account?

There are several way you can find out what your current interest rate is:

1. You can find your mortgage or savings interest rate via the Online Service. If you haven't already registered, click here
2. Call our Customer Services Team on 01384 231414
3. Visit your local branch

If you want to see interest rates for savings products that are no longer available, please see our Closed Interest Rates table.

 

How do I inform you of a bereavement?

You can register the death by calling our Customer Services Team on 01384 231414, visit or call your local branch or email [email protected] 

Please visit our Bereavement Support page for all information about registering a death. Please note, if you require us to register the deceased account(s), we will need to see the death certifcate to accommodate your requests.

Are there any fees or charges to redeem my account?

Redemption fees or charges will depend on what type of mortgage product you have.

Most products do have an Early Repayment Charge during the initial incentive period (e.g. fixed or discounted rate). A smaller number have additional Early Repayment Charges after the incentive period.

We also charge administration fees.

Details and all our current charges can be found in our tariff of charges. A copy of this is sent to you each year with your annual statement.
 

Can I borrow more money?

For information on whether you are able to borrow more money on your mortgage with us, please contact Homebuyers Helpline by using our Enquiry Form.

Can I get a mid-year statement of my transactions?

We issue mortgage transaction statements annually, normally in April, however you can view your transactions via our Online Service by registering here.

Have you received my recent payment?

You can check this on our Online Service. If you haven't registered for this yet, please click here.

How do I change my repayment method or extend the term of my mortgage?

To ensure that we can respond to your individual requirements, please contact our Customer Services Team to discuss this in more detail.

How do I change the address that post is sent to for my mortgage account?

Please complete the online form or contact us and we can send you a form.  

How do I close my mortgage account?

In order to close your mortgage account, you will first need a redemption statement. Please contact us to request one.

How do I make an overpayment to my mortgage account?

You may be able to afford to make additional payments on top of your existing monthly payments. This will help reduce the amount you owe, as well as reduce the amount of interest you repay over the mortgage term.

These can be made through regular overpayments or lump sump payments (note: overpayment limits or early repayment charges may apply, please refer to your most recent illustration for details).

You can send your payment by bank transfer. Our Bank Details are:
Sort Code : 60.83.18 
A/C No : 10001008
Account Number : Your Mortgage Account Number

You can also contact us to pay by debit card.

How do I pay this month's mortgage payment?

The best way is to set up a direct debit.

If you are not able to do this then you can send your payment by standing order or bank transfer.

Our Bank Details are:
Sort Code : 60-83-18 
A/C No : 10001008
Account Number : Your Mortgage Account Number (this starts with '1' and is nine digits long)

You can also contact us to pay by debit card.  

How do I switch my mortgage product?

To ensure we can best support your individual requirements, please contact us to see if you are eligible to switch your product and what products are available.

How do I view my mortgage online?

Visit our Online Service page and select 'Register'. You will then need to enter your surname, date of birth, postcode, and mortgage account number. Follow the steps to create your username, password and memorable word. We will then send a one time passcode to your mobile to confirm your identity.

Following this registration, you will be able to view details of your mortgage via the Online Service. Please note that this is read only and mortgage payments cannot be made online. You can amend some personal details online but not your name or address.

Please note the following:

  • You will only be able to register if we already have your mobile number registered to your account. If we don’t have your mobile number and you would like to register, please contact our Customer Services Team.
  • You can only register if you have a UK address and UK phone number
  • If you hold a Power of Attorney or are a Deputy for someone under the Court of Protection, you will be able to view the accounts you are registered to
  • The Online Service is only compatible with certain browsers
I am looking for a new mortgage deal, what should I do?

Switching your mortgage with us is easy and you do not have to complete a new mortgage application. It will also mean there are no application, valuation or legal fees  

Whether your mortgage product is coming to an end or has already ended, we’re here to help make the switching process as simple as possible. Please send us a secure message using the Online Service or contact us here.

I can’t afford to pay my mortgage. What should I do?

We understand that sometimes you may have concerns or difficulties over your ability to pay your mortgage. It's important you contact us, so we can discuss your individual circumstances and see how we can help you.

I have an Interest Only account and my repayment plan is not on track.

We understand that plans change. If your Interest Only repayment plans have altered or are no longer viable, it is important that you act straight away and either seek independent financial advice or contact us now.

What happens if I fall behind with my mortgage payments?

If you are having difficulty making your mortgage payments, we are here to help and support you. Early contact is essential and enables us to work with you to resolve your payment difficulties  as soon as possible, so please contact us.

If we cannot agree a way forward, we will begin legal proceedings to recover the arrears, which will incur additional cost. It may mean a court hearing will take place but not necessarily that your home will be repossessed.

Repossession is our last resort. You should remain in contact with us at all times.

What happens if I have made a mortgage payment after my mortgage redeems?

Any additional payments to a mortgage account that has been redeemed will be refunded.

If the overpayment was in the form of a direct debit payment, this will be refunded back to your bank account. For any other refunds, please contact us and we will discuss the best way to process your refund.

What happens to the Title Deeds to my house after redemption?

Once your mortgage is redeemed, if we hold any Title Deeds, they will be returned to you.

What is my current mortgage balance?

The easiest way to check your mortgage balance is via our Online Service. If you have not registered for this yet, please click here

What term do I have left on my mortgage?

The easiest way to check your mortgage term is via our Online Service. If you haven't registered for this yet, please click here.

When do I receive my annual mortgage statement?

We send out mortgage statements annually, normally in April. This will cover transactions from April to March of the previous year.