Using Self-Serve

Manage your mortgage online with Self-Serve. Whether you want to make a payment, send us a secure message, check your balance or look up your account details, everything you need is just a few clicks away.

You can also view an instant redemption estimate or request a redemption statement when you need one.

Self-Serve is available 24/7, so you can manage your mortgage at a time that works best for you – without needing to call or write to us. It’s a quick and convenient way to stay on top of your mortgage.

You’ll find more information below on how to register for this secure online service.

Make a payment

Use your debit card to make your monthly payment or a one-off overpayment online.

Once you’ve created your secure Self-Serve account, you can make a debit card payment quickly and easily.

Simply Sign in and click ‘Make a Payment‘ or ‘Make a Lump Sum Overpayment‘, then follow the on screen prompts.

You’ll need your card at hand each time you make a payment because we don’t store your debit card details.
You’ll see a confirmation on screen that your payment has been successful. However, sometimes it may take up to 48 hours before it shows as a recent payment in your account summary screen.
If your account is in arrears, you may be unable to make your card payment via Self-Serve. If this happens you will need to call us to make your payment.

Payment timings

Debit card payments made after 9pm on weekdays (including bank holidays) or after 5pm on Saturday or 7pm Sunday will be applied to your account the following day.

Please take these deadlines into account if you make your payment on the last day of the month. If you don’t send your payment before these deadlines, it won’t be applied to your account until the next day. That would mean your account could fall into arrears, which may have a negative impact on your credit file.

Get a redemption estimate or a redemption statement

View an instant redemption estimate or ask us to send you a redemption statement in the post.

Redemption estimate

You won’t need to call us or wait for us to post anything to you – you can get a redemption estimate immediately. Simply Sign in and click ‘View Redemption Estimate‘.

The estimate will include your outstanding balance, interest to be charged up to the date you select and any Mortgage exit fee that may apply. It won’t include any future monthly payments or any other costs that may apply, such as litigation fees.

Redemption statement

When you’re ready to pay off your mortgage, you can request a redemption statement by Signing in and clicking ‘Redemption Statement‘ following the prompts. We’ll typically post your statement to you within five working days of your request.

Send us a secure message

Sending a secure message is a quick and easy way to get in touch, similar to sending an email, and it could save you a call.

You can use Self-Serve to send us a secure online message anytime. It’s quick, easy, and works a lot like email.

To send a message, just Sign in to your account and click on ‘Contact us‘, at the top of the screen. We’ll usually reply within two working days.

You’ll need to sign in again to see our reply and if you like, you can get a text message letting you know when we’ve responded.

You won’t be able to add any attachments to you your message. If you need to send us any documents you’ll need to post them to us.

Why can’t I just email you?

To keep your personal and financial details safe, we don’t discuss account information over email. Using secure messaging helps us confirm we’re talking directly to you.

Find information about your account

Self-Serve can help you find key information about your account, without needing to call or write to us.

Find our account details so you can make a payment by bank transfer.
Check your monthly payment amount and view recent payments.
Check your current mortgage balance.
See your remaining term, current interest rate and repayment type.
Check your monthly payment and new interest rate, after an interest rate change.
Check your contact details and tell us if you need to change your correspondence address or phone number.

Do you need something else?

Our helpful Self-Serve Step-by-Step guide below shows you how to quickly find lots of useful information about your account.
You can also explore other ways to get the information you need on our website. Take a look below for more tips and easy ways to search for helpful information.

Who can register for Self-Serve?

Only customers named on the mortgage account can register. Self-Serve is unavailable for:

Mortgage accounts held only in the name of a Limited Company
Individuals who have a third-party authority or power of attorney for someone else’s account
Anyone acting on behalf of a deceased customer
Accounts that have redeemed (paid off)

For joint accounts, each person will need to register individually to use the service.

Once you’ve registered for Self-Serve you can sign in to access your account at any time. It’s a good idea to bookmark/favourite the Sign in page for quick and easy access in future.

Problems signing in

If you can’t remember your username or password, click the ‘Forgotten Username’ or ‘Forgotten Password’ links on the sign-in page and follow the instructions.

If you have any other problems, you can’t register or you’re locked out of your account or don’t have access to your UK phone number – please call us for support.

Get instant answers if you have any other questions

There’s lots of helpful information available on our website, and we’re always reviewing and updating it to keep everything current.

You’ll find all the key pages in the drop‑down menus at the top of the site. You can also search for topics of interest or make use of our useful tools.

If you can’t find what you’re looking for try our virtual assistant to get an instant answer.

Find the symbol at the bottom right of each page and type in your question, such as:

How to pay off (redeem) your mortgage in full
How to make a payment or overpayment
Making changes to your mortgage

It’s best to keep things short and simple, try rephrasing your question if you don’t see the results you’re expecting. The results will not be specific to your account but can answer many of your general questions.

If Self-Serve doesn’t have the information you need, you can’t get online or you need more help and support – please call us. You’ll find our phone numbers and opening hours on our Contact us page.

Step by step guide – where to find key information

Summary information about your mortgage

The Account Summary screen shows key information about your mortgage, such as your standard monthly payment amount, your payment date (if you pay by Direct Debit) and the total amount you owe. You can also see details of the most recent payments made to your account.

Term, interest rate and repayment type

You can see the remaining term (in years and months), current interest rate and repayment type by clicking on your account number shown at the bottom of the Account Summary screen. If your mortgage is split into more than one part, any sub-accounts you have will all be listed here.

New monthly payment following a rate change

If your standard monthly payment is going to change due to an interest rate change, you’ll see details of the new payment amount and the date this will apply in a notice at the top of the Account Summary screen.

Arrears and payment arrangements

If you’re behind with your payments and your account is in arrears, you’ll see your current arrears balance and details of any agreed payment arrangement in the Account Summary screen.

Correspondence address and contact details

To see or change the correspondence address we’re using when we write to you about your mortgage, simply click on your name in the top right of the screen, then click the Change Contact Details button in the pop-up menu.
From there, you can also see or update any of the phone numbers that we’ll use if we ever need to call you directly.

Details about other accounts

If you’ve got more than one mortgage account with us, just click on Accounts in the top left of the screen. In the pop-up menu, you’ll see a list of each account that you’ve registered on Self-Serve and can click into each one to view more details of that mortgage. You can use Add Account to register other mortgage accounts within Self-Serve.

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