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Existing mortgage customers

Existing mortgage customers

Everything you need for your mortgage – all in one place

We’re selling our mortgage book to The Co-Operative Bank 

In September 2019 we took the decision to stop selling mortgages. After a thorough process, we’ve agreed to transfer ownership of our mortgages to The Co-Operative Bank. We chose them as they are a well-known UK finance provider and are committed to excellent customer service, which is what we want for our customers.  Nothing immediate will change for customers and we’ll contact our customers directly in due course with more information. Customers do not need to take any action directly as a result of this transaction. 

Mortgages will transfer within 12 months. 

Additional information is available via our mortgage sale FAQ’s. If customers have any questions about their account, they can contact us on 0345 111 8020. We’re open 8am to 8pm, Monday to Friday, 9am to 1pm on a Saturday.

Mortgage Charter

On 26 June 2023 the government published a Mortgage Charter which lenders can sign up to, to give their customers more help and support with their mortgage. The Charter only applies to customers of lenders who have signed up.

Though we have not signed up to the Charter we are offering measures to support customers.

If you’re worried about your mortgage payments, please get in touch with our payment difficulties team for free on 0345 111 8020. Our lines are open: Monday to Friday 8:30am to 5:30pm (closed weekends & bank holidays). Contacting us to discuss your options will not impact your credit file.

Our phone lines are busy right now so call wait times may be longer than usual and we’re sorry if there is any delay in answering your call. 

You can also visit our Financial Difficulties page as this may help with any questions. Our Cost of Living page may also have some information which will help you.

Could you be saving money on your mortgage?

If you’re currently on standard variable rate, you’re not tied into a product. This means you have the freedom to consider what other options may be available. It might be cost effective for you, in the short term, to consider switching to our fixed rate product if you’re eligible and it meets your needs. Also, depending on your circumstances, you could find a cheaper mortgage with a new lender so you may want to shop around or seek independent financial advice.

To find out more about how to switch to a product with us, take a look at our ‘How to switch’ guide below.

If you do not have a financial adviser, the Financial Conduct Authority have provided some tips to help you get started

Do more with your mortgage

Although we’re no longer accepting new mortgage applications, we’re still here for you. Whether you want to switch to another product, try our mortgage calculators or manage your existing mortgage, you’re in the right place. We’ve got everything you need to make your mortgage work for you.

What would you like to do?

Existing rate ending

Existing rate ending

See if you can switch your existing mortgage to a new product.

Financial difficulties

Financial difficulties

Money worries? Please get in touch, we want to help.

Manage your mortgage

Manage your mortgage

From changing your payment details to paying off your mortgage.

Mortgage Features

Mortgage features

Find out more about overpayments and underpayments.

Any questions?

Any questions?

Answers to the most common questions from our customers.

Contact Us

Contact us

Would you like to speak to us? Find out how here.

The mortgage is secured on your home. Your home may be repossessed if you do not keep up repayments on your mortgage. Lending subject to status.

Supporting the people of Ukraine

Find out how we are supporting our customers

Following the launch of the Homes for Ukraine scheme, we want to support our customers who open their homes and rental properties to help those displaced by the conflict.

Customers who wish to be considered should first visit the official government website and register their interest.

Be aware that we do not carry out any suitability checks. Your local authority will carry out a standard DBS check and carry out a home visit to make sure everything is in place for you and your guest(s).  We encourage you to do your own research before taking part in the scheme.

Homes for Ukraine: guidance for sponsors [HTML] | GOV.WALES

Think about the financial impact of hosting non-paying guests in your own home or unoccupied, self-contained accommodation. The £350 ‘thank you’ monthly payment from the government may not be enough to cover the additional costs you might pay, such as higher energy bills.

For free and impartial financial guidance you can visit | MoneyHelper

Any customer who is successfully accepted as a sponsor under the scheme should contact us immediately upon acceptance so that we can consider their request.

We’d encourage you to put a Tenancy agreement in place between you and your guest(s) before entering into the sponsorship. Please refer to the official government website for some guidance on this. We also recommend you seek advice from a letting agent or legal advisor.

Although we will look favourably on all requests received, we need to consider the long-term sustainability of a customer’s mortgage when participating in the scheme and may reject some requests in certain circumstances (such as customers who are in significant arrears or already undergoing repossession).

For further questions

 Call 0345 111 8020**  |   Helpful phone numbers

Our general enquiry line is open Monday to Friday, 8am–8pm, Saturday, 9am–1pm and closed Sunday.
**Telephone calls will be recorded for security purposes under our quality control procedures. Calls are charged at local rates from landlines and mobiles.