fbpx

Help for existing customers

Answers to the most common questions

Not right now. To make it easier to access our website or customer portal, you can bookmark this or add it to the home page of your smart phone.

Your mortgage account number can be found on the dashboard of the portal.

If you have not yet registered for the portal or can’t access the portal, you can find your account number on your welcome letter or your mortgage statements.

If you still can’t find it, please contact us.

To reset your portal password, please click the “Forgotten Password” link which you will find on the portal login page.

This can sometimes happen if you enter the incorrect login details too many times. If you need help unlocking your account, please contact us.

If you’ve forgotten your portal password, please click the “Forgotten Password” link which you will find on the portal login page and follow the instructions.

If you’ve forgotten your email address, please contact us.

Every customer has their own access to the portal for security and privacy reasons. You will both be able to view any documents or information that relate to the mortgage you hold together.

If you chose not to add any fees to the loan, we always deduct the amounts due from the amount we send to you or your conveyancer. This is explained in your mortgage illustration. We do this instead of asking you to pay these upfront by making a card payment.

Your first monthly payment is due in the month after your mortgage completes. If we send the funds on any date except the 1st of the month, your first monthly payment will repay only the interest we have charged from the day we sent the funds up to the end of that month. This means your first payment may be less than your normal monthly payments.

Your welcome letter will provide information on your payments.

You have the right to ask for a copy of any personal information we hold about you. This is known as a “Subject Access Request” (SAR)”. To find out more, please click here.

If you’re worried about money, we’re here for you. Please click here to find out how we can help you.

You can apply to let your property once you have held your mortgage with us for a minimum of 12 months. If you would like to discuss this, please contact us.

You can apply to change the parties on your account once you have held your mortgage with us for a minimum of 12 months. If you would like to discuss this, please contact us.

We’re sorry to hear you’re unhappy about something. To find out more about how to make a complaint, please click here.

If you would like to make an overpayment, please contact us. Please remember that early repayment charges may apply. You should look at your Offer Illustration to check this before making an overpayment.

A Direct Debit for your monthly mortgage payment will be set up via your broker during the application process. You can choose a day between the 1st and 25th of the month.

If you already have a Direct Debit, you can change your bank account or the day you make your payment in the portal. Just select “Payment Settings” and follow the instructions on screen.

If you don’t have a Direct Debit in place or need support with this, please contact us.

You can change your contact telephone numbers and email address in the Portal. Just select ‘’Contact Details’’ from your dashboard and follow the instructions on screen.

You can apply for additional borrowing once you have held your mortgage with us for a minimum of 12 months.

You can apply to transfer your mortgage to a different property once you have held your mortgage with us for a minimum of 12 months. If you would like to discuss this, please contact us.

If you would like to pay off your mortgage in full, please request a redemption statement. You can do this by using the ”request a service” option in the portal.

We will send you an annual statement every 12 months. If you need one sooner, please use the "request a service” option on your dashboard in the portal.

Please view our Tariff of charges . This explains all fees and charges that may be applied to your mortgage during the lifetime of the loan.