• Flexible features of your mortgage and helpful service information

    You’re in the right place if you want more information about your mortgage. Whether you would like to overpay, request a payment holiday, find out about charges, or request things like your redemption statement or mortgage balance.

    Coronavirus (COVID-19) - If you have been impacted directly or indirectly by Coronavirus you may benefit from taking a repayment holiday. Click Mortgage Payment Holiday to find out more.


  • Overpaying/underpaying

  • While rates are so low at the moment, it's a great time to pay off that little bit extra if you can.

    You could make one-off or regular extra payments to reduce your mortgage balance. Whichever way you decide you'll usually end up paying less interest overall. It is important to remember that any extra payments cannot normally be refunded at a later date. Plus, you may have to pay a early repayment charges if you repay more than a certain amount, usually 10% of your mortgage balance, each year. Remember to talk to us first so we can explain exactly what will happen and, where possible, give you the result you want.

    What happens when you make extra mortgage payments?

    If you make one-off, lump sum payments, you can either:

    • Reduce the term of your mortgage and your monthly payments will stay the same (repayment loans only), or,
    • Reduce your future monthly payments and leave your mortgage term unchanged (repayment and interest-only loans).

    Note: depending on the terms and conditions of your mortgage early repayment charges may apply.

    If you want to pay a bit more each month (make a regular overpayment), you can either:

    • Talk to us first and we'll shorten your mortgage term which will make your monthly payments higher so you repay your mortgage sooner than originally planned (repayment mortgages only); or
    • Decide on a fixed amount extra to pay every month, leaving the term as it is, which will result in your future monthly payments being reduced after you've made your overpayments.

    One-off lump sums

    You can pay part of your mortgage whenever you want. They are known as lump-sum overpayments. When you make a payment, your mortgage balance will be reduced on the day we receive the money, and you'll start to be charged less interest. Then, because your balance is lower, you can either:

    • Keep paying your current monthly payment so that you repay your mortgage sooner. However, when we next re-calculate your monthly payment, for example at an interest rate change, we will set the new monthly payment to a level that will repay your mortgage over the current mortgage term. Or
    • Ask us to re-calculate your monthly payment immediately, so that you get to reduce your monthly payments but still repay your loan by the end of the current mortgage term. Or
    • If your mortgage is set up on a repayment basis, you can apply to change the remaining term. If you do this, you will need to speak to one of our Mortgage Advisors who will check that you can afford the monthly payments over the new term and advise you if this is right for you.

    If you make a lump-sum overpayment, it can't normally be refunded at a later date.


    An early repayment charges applies on some mortgages. You may have to pay an early repayment charge if, during your early repayment charge period, you repay more than a certain amount of your mortgage or switch to a new mortgage deal. As a current concession you can make, each year, extra payments of up to 10% of the mortgage balance (as at 1st January) before a charge applies. We may reduce or withdraw this concession but will give you three months notice before we do.

    The limit on any extra payments you can make each year before the charge applies is 10% of the mortgage balance outstanding on 1st January each year. This means you can pay up to 10% of your mortgage balance before incurring the charge, unless you go on to repay or change the rest of the loan within the next six months. The charge varies, depending on how long you have left on your mortgage deal.

    As you can see, there can be different results if you make a lump-sum overpayment - so it's always best to contact us to let us know what you want to happen.

    Find out more about early repayment charges
    Regular extra payment request (PDF)

    If you've been making regular overpayments so that you are ahead with your mortgage, you can make reduced payments for a while or even miss a payment up to the amount of those overpayments. However, if the term or monthly payments of your mortgage have changed and the change has taken previous overpayments into account, then those overpayments will no longer be available for making underpayments.

    Request a payment holiday

    You can also apply to suspend your payments if you have not been overpaying your mortgage. Any application for a payment holiday will be subject to the criteria in force at that time. If you'd like to request a payment holiday, please call us on 0345 835 3380.

    Repayment Holidays– Coronavirus (COVID-19) impacted customers

    If you are able to maintain your mortgage payments, you should continue to do so. However, if you have been financially impacted by COVID19 and this is impacting your ability to meet your monthly mortgage payment, then you are able to request a payment holiday up to a maximum of 3 months. This is available to all customers including those in arrears.

    Whilst a payment holiday does not require you to make any payments during this period, we would encourage you if you are able to do so to make some payment towards your mortgage, but this will not impact your payment holiday request.

    If you have been financially impacted by COVID19 and would like to take a payment holiday up to a maximum of 3 months please complete the online application form. If you are currently in arrears and would prefer to speak to someone please call our financial difficulty team on 0345 835 3374 (open 8am - 7.30pm weekdays and 8am - 12.30pm Saturday), who will be able to support you directly.

    Important: If you choose to take a payment holiday you will need to be aware that the amount you owe will increase as you’ll still be charged interest. If any part of your mortgage is on a repayment basis, at the end of your payment holiday, your monthly payment will increase to include an extra amount, so you can pay off the payments currently stopped, and interest accrued, over the remaining term of your mortgage, unless you contact us to agree an alternative arrangement. Your term will not be extended. Information on interest only elements of your mortgage is below.

    It is important to note that if you are in arrears, the amount of arrears on your account will not increase during this payment holiday period and we will contact you before your payment holiday ends to discuss the best method of repaying your arrears.

    We’ll write to you at the end of your payment holiday approximately 2 weeks before your payments are due to restart to confirm your new monthly payment. If you’re still worried about your financial situation when you receive this letter, please contact us on 0345 835 3374.

    Taking a payment holiday will not impact your credit file. However, if you are in arrears, whilst your credit file will not reflect any deterioration as a result of taking a payment holiday, the existing arrears will continue to be reported.

    Illustrative Example: The amount your monthly payment will increase by after the payment holiday, is driven by your balance, the interest rate on your mortgage, remaining term, whether your mortgage is on a repayment basis, interest-only basis or a combination of both, and how long you choose to take a payment holiday for.

     Based on a 3 month payment holiday for a capital and interest repayment mortgage March-June 2020
     Balance at start of payment holiday £100,000 £100,000 
     Interest Rate 2.50% 2.50%
     Term Remaining at start of payment holiday (years) 10 20 
     Current monthly payment £952 £535
     New Monthly Payment £980 £543
     Monthly Increase £27.67 £8.64


    If any part of your mortgage account is on an interest only basis then, whether you are up to date with payments or in arrears, you need to be aware that these capital balances will increase by the amount of interest accrued due to the missed payments.

    For the interest only elements of your mortgage the recalculated monthly payments will continue to only pay off the interest and will not reduce your increased outstanding balance. It is important, therefore, to check regularly that your savings plan and other investment plan that you may have in place is on track to repay this mortgage at the end of its term.

    By requesting a payment holiday, you are confirming:

    • You have been financially impacted by COVID19
    • You want to proceed with the payment holiday
    • If you are up to date with mortgage payment, you will be able to start to repay your mortgage once the payment holiday ends.
    • You are happy for the accrued interest to be capitalised over the remaining term of your mortgage. Unless you contact us to agree an alternative arrangement.

    Your payment holiday will be agreed in writing subject to approval. If you still require assistance with your mortgage once the payment holiday ends, please contact us on 0345 835 3374 (open 8am - 7.30pm weekdays and 8am - 12.30pm Saturday).

    Although Payment Holidays can help in the short term, if you have a repayment mortgage at the time of the payment holiday the interest will continue to be added to your mortgage and the missed payments will need to be made up over the remainder of the mortgage term, meaning that your contractual monthly payment will increase.

    Find out more information on the FCA (Financial Conduct Authority's) website: Payment Holidays for customers impacted by COVID19.

    Remember, if you don't keep your mortgage up to date, you could fall in to arrears and ultimately lose your home.

    How to Apply

    If you would like to apply for a Payment Holiday, complete the:

    Mortgage Repayment Holiday Request form

    IMPORTANT – Your Direct Debit Payment Date

    Due to a high demand for payment holidays, we are processing requests within 5 working days. If your next direct debit is due to be taken within 10 working days, we will process your payment holiday request from the following month – for example, if your direct debit is due on 8th April, you would need to submit your request by 25th March, otherwise your normal monthly payment will be collected on 8th April and your payment holiday will commence from 8th May.

    Read our privacy policy for information on how your data is used.

    Repayment Holidays – Non-Coronavirus impacted customers

    A Payment Holiday is where you can apply to take a break from paying your usual monthly mortgage payments. If you are impacted by COVID19, please see above section titled Repayment Holidays - (COVID-19) impacted customers.

    For some customers, Payment Holidays may have previously been referred to as Instalment breaks.

    Subject to an application meeting the criteria, Payment Holidays are available for a period of between one or two months and you can make an application for a payment holiday once every three years. The maximum number of months permitted for a payment holiday is six months over the life of the mortgage.

    Payment Holidays are available for a variety of reasons, usually to assist with a temporary change to your circumstances, like a change in employment or unexpected or unforeseen vehicle or household expenditure.

    You may be eligible to apply for a Payment Holiday if:

    • It's been at least twelve months since you took out your mortgage and six months since you took any additional borrowing with us
    • Your loan-to-valuation is less than 75%
    • Your mortgage payments are up to date

    Although we try to help as many customers as possible, there will be some cases where a payment holiday may not be available to you. These include the following:

    • If you have had previous payment holidays totalling six monthso If your loan-to-valuation exceeds 75%
    • If your mortgage is conducted on a Shared Ownership, Consent to Lease or Buy-to-Let basis
    • Your mortgage is in arrears

    We'll help you to move with the times. After six months of having a mortgage with us, and up until your mortgage comes to an end, you could apply to borrow more. So you can make plans to improve your home or look forward to a special event.

    More about additional borrowing
  • Servicing your mortgage

  • If you're thinking of paying off your mortgage and would like to know how much you owe, we can provide you with a redemption statement. This will also show any early repayment charge and Closing Administration Charge that may be payable.

    Depending on your status, you'll need to provide slightly different information. Are you:

    • The homeowner?
    • The solicitor?
    • Acting as a third party on behalf of the customer homeowner?

    Once you have this information, you can request a redemption statement.

    You should receive your redemption statement within 7 working days.

    Order a certificate of interest by calling us on 0345 835 3380.

    If you've had a change to your telephone number or email address, please call us on 0345 835 3380.

    For other changes to your mortgage account, such as changing the length of your mortgage term or renting out your property please call us on 0800 056 1088 to discuss these changes. A charge may be payable for some services.

    To change your direct debit, please call us on 0345 835 3380.

  • How to apply

    Apply at a branch

    Find out what to take along

    Subject to status and lending criteria

    Call us

    8am-8pm Monday to Friday
    9am-2pm Saturday

    Ask us to call you



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