Mortgages FAQs

Existing mortgage customers

Can I make overpayments on my mortgage?

If you want to overpay you can transfer your money to us using sort code 60-80-09 and account number 96875364. You must add your mortgage account number in your reference so we can attribute payments to your account.

Please note you may have to pay an early repayment charge if you exceed your overpayment allowance, so it's important that you check what your allowance is before proceeding. You can find this in your mortgage offer.

Can I rent out my property?

We can sometimes agree to this, please contact us on 0344 481 4444 to discuss this further.

My current mortgage product has come to an end, do you have other products available for existing mortgage customers?

Yes, we have a wide range of products available for existing mortgage customers. Please call us on 0344 481 1224, Monday - Friday 9.00am - 5.00pm, to discuss these.

Can I change how I repay my Interest Only mortgage or Capital and Interest mortgage (also known as Repayment)?

Please contact us on 0344 481 4444 to discuss this.

Can I change my monthly mortgage payment date?

Yes, please call us on 0344 481 0030 and we will arrange this for you.

Can I change the bank account I pay my mortgage from?

Yes, you can download the Direct Debit form by clicking here.

Can I change the term on my mortgage?

Please contact us on 0344 481 4444 to discuss this.

Can I have details of interest paid on my mortgage from the last financial year for the Inland Revenue?

Yes, please call us on 0344 481 4444 and we will arrange for a certificate of interest to be sent to you.

How can I pay my monthly mortgage amount?

Our preferred method is Direct Debit. Click here to print off a form. If you do not wish to pay by Direct Debit, you can make payment at any of our branches.

Alternatively, you can pay via internet or telephone banking, if your bank account is set up for this.

Our bank details are:
NatWest Bank Sort code: 60-80-09
Account number: 96875364

Please ensure that you quote your mortgage account number as the 'reference' – your payment will not reach your mortgage account if you don’t.

Please allow three working days for your payment to reach your mortgage account.

What should I do if I’m worried about paying my mortgage?

We’re here to help. Please call us on 0344 481 0030 Monday to Friday 9.00am to 5.00pm or email

Can I take a break in my mortgage payments?

We no longer offer payment deferrals (sometimes called payment holidays). If you’re worried about paying your mortgage please call us on 0344 481 0030 Monday to Friday 9.00am to 5.00pm or email or for more information about what options may be available take a look at our dedicated support page.  

Can I ask someone else to contact you about my mortgage on my behalf?

You can authorise another person act on your behalf by completing and returning a Third Party Authority Form to us.

What is the minimum capital payment I can make?

The minimum payment is £500. Please ensure you state this is a capital payment to ensure it is recorded on your account.

When I make a capital payment when is the interest re-calculated from?

The interest is re-calculated from the day following the capital payment.

When is the best time to make a capital payment?

You can make a capital payment at any time during the year. There is no need to delay making a capital payment until the last day in the year, as interest is calculated from the following day after the capital payment is received.

Redeeming your mortgage

If a Direct Debit has been taken after I redeemed my mortgage, when will this be returned to my bank?

It will normally take six working days from the date that the Direct Debit was credited to the mortgage. An overpayment usually takes three working days to reach a bank account, once the payment has left us.

If I have an annual interest account, why do I have to pay interest to the end of the month?

Please refer to the leaflet ‘Mortgages – general conditions’ which explains how annual interest is calculated, or call us on 0344 481 4444.

When will the last mortgage payment be collected prior to redemption?

Please call us on 0344 481 4444 to discuss this.

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