Signing in or registering for Self-Serve
We’re planning to make some changes to how customers register for and sign in to Self-Serve.
Before these changes take effect, we’ll need to have a valid email address recorded for you. If we don’t have your email address on file, you won’t be able to sign in without first calling us to provide it.
Although these changes won’t happen for a while we recommend signing in to Self-Serve now to check your contact details and make sure your email address is up to date.
If you have a joint account, you won’t be able to use the same email address for Self-Serve. Each customer registered for Self-Serve will need to provide their own unique email address.
Why use Self-Serve?
Self-Serve is available 24/7 and allows you to manage your mortgage whenever it suits you, without needing to call or write to us. If you haven’t registered yet, now is a great time to do so. You can find more information on our Using Self-Serve page.
Once you’ve registered and signed in, please remember to add or update your email address in your contact details.
While you’ll need your email address to access your online account in the future, we don’t correspond with customers via e-mail. Instead, you can log in and contact us through Self-Serve secure messaging at any time. It’s simple to use, and we’ll always acknowledge any secure message you send.
How to add or update your e-mail address in Self-Serve
Adding or changing your email address in Self-Serve is quick and easy. Simply sign in, click on your username at the top of the page, and select ‘Change Contact Details’.
Enter your new email address, click ‘Next’, and confirm the change by entering your password. Once you click ‘Submit’, your details will be updated.
Making your July monthly payment in time
If you’re paying by a method other than Direct Debit, however you send your payment, it must reach us before the end of July.
Please check the deadlines for sending your payment below. If you don’t send your payment before the relevant deadline, it won’t be applied to your account until August. That means your account could fall into arrears and your credit file may be affected.
When you’ll need to pay
Online bank transfer
Payments by bank transfer are only applied to your account from Monday to Friday, and payments received after 3.45pm won’t be added to your account until the next working day. Bank transfer payments aren’t applied to your account at the weekend.
Please ensure that you complete your transfer before 1.45pm on Friday, July 31. This should allow sufficient time for your payment to reach us by 3.45pm. If we don’t receive the payment by 3:45pm, it won’t be applied to your account until Monday August 3, and your account could fall into arrears.
Using Self-Serve
If you use Self-Serve to pay by debit card, you’ll need to make your payment before 9pm on Friday, July 31, or it won’t be applied to your account until the following day, and your account could fall into arrears. Payments made after 9pm on weekdays, after 5pm on Saturday or 7pm on Sunday will be applied to your account the following day. There are more details on how to use Self-Serve below.
Calling us
If you call us to pay by debit card, our automated payment service is now available 24 hours a day, 7 days a week.
However, you must make your June monthly payment before 9pm on Friday, July 31. If you use our automated service after 9pm your payment won’t be applied to your account until the following day, and your account could fall into arrears.
If you need to speak to an agent to make your payment, you must call at a time when colleagues are available to speak to you. So, you’ll need to phone us during our. So, you’ll need to call during our opening hours for general enquiries.
You can find out more about all our payment methods here.
Making your July monthly payment in time
If you’re paying by a method other than Direct Debit, however you send your payment, it must reach us before the end of July.
Please check the deadlines for sending your payment below. If you don’t send your payment before the relevant deadline, it won’t be applied to your account until August. That means your account could fall into arrears and your credit file may be affected.
When you’ll need to pay
Online bank transfer
Payments by bank transfer are only applied to your account from Monday to Friday, and payments received after 3.45pm won’t be added to your account until the next working day. Bank transfer payments aren’t applied to your account at the weekend.
Please ensure that you complete your transfer before 1.45pm on Friday, July 31. This should allow sufficient time for your payment to reach us by 3.45pm. If we don’t receive the payment by 3:45pm, it won’t be applied to your account until Monday August 3, and your account could fall into arrears.
Using Self-Serve
If you use Self-Serve to pay by debit card, you’ll need to make your payment before 9pm on Friday, July 31, or it won’t be applied to your account until the following day, and your account could fall into arrears. Payments made after 9pm on weekdays, after 5pm on Saturday or 7pm on Sunday will be applied to your account the following day. There are more details on how to use Self-Serve below.
Calling us
If you call us to pay by debit card, our automated payment service is now available 24 hours a day, 7 days a week.
However, you must make your June monthly payment before 9pm on Friday, July 31. If you use our automated service after 9pm your payment won’t be applied to your account until the following day, and your account could fall into arrears.
If you need to speak to an agent to make your payment, you must call at a time when colleagues are available to speak to you. So, you’ll need to phone us during our. So, you’ll need to call during our opening hours for general enquiries.
You can find out more about all our payment methods here.
Planned system maintenance over the weekend of Saturday 4 and Sunday 5 July
We’ll be carrying out essential system maintenance from the evening of Friday 3 July and throughout Saturday 4 July and Sunday 5 July.
During this time, all our phone lines (including our automated payment service) will be closed, and our online Self-Serve system will also be unavailable.
If you need to call us, make a debit card payment or use Self-Serve for any other purpose, please arrange to do so before or after this weekend closure.
We apologise for any inconvenience and appreciate your patience while we complete this important work.
Making your May monthly payment in time
If you’re paying by a method other than Direct Debit, however you send your payment, it must reach us before the end of May.
Please check the deadlines for sending your payment below. If you don’t send your payment before the relevant deadline, it won’t be applied to your account until June. That means your account could fall into arrears and your credit file may be affected.
When you’ll need to pay
Online bank transfer
Payments by bank transfer are only applied to your account from Monday to Friday, and payments received after 3.45pm won’t be added to your account until the next working day. Bank transfer payments aren’t applied to your account at the weekend.
Please ensure that you complete your transfer before 1.45pm on Friday, May 29. This should allow sufficient time for your payment to reach us by 3.45pm. If we don’t receive the payment by 3:45pm, it won’t be applied to your account until Monday June 1, and your account could fall into arrears.
Using Self-Serve
If you use Self-Serve to pay by debit card, you’ll need to make your payment before 7pm on Sunday, May 31, or it won’t be applied to your account until the following day, and your account could fall into arrears. Payments made after 9pm on weekdays, after 5pm on Saturday or 7pm on Sunday will be applied to your account the following day. There are more details on how to use Self-Serve below.
Calling us
If you call us to pay by debit card, our automated payment service is now available 24 hours a day, 7 days a week. However, you must make your May monthly payment before 7pm on Sunday, May 31. If you use our automated service after 7pm your payment won’t be applied to your account until the following day, and your account could fall into arrears.
If you need to speak to an agent to make your payment, you must call at a time when colleagues are available to speak to you. So, you’ll need to phone us during our opening hours for general enquiries.
You can find out more about all our payment methods here.