FAQs

Yes. Call us on 0330 159 7152 to request this. Phone lines are open between 8:30am and 6:00pm Monday to Friday.

Call us on 0330 159 7152 and we’ll update your details. Phone lines are open between 8:30am and 6:00pm Monday to Friday.

Or log into your account using our secure self-service facility.

We’re sorry if we haven’t got things right. You can tell us by:

If we can deal with your complaint within three working days, we’ll call you to make sure that you’re happy with our decision. If you are, we’ll send you a letter to confirm this.

We have eight weeks to resolve your complaint, but we’ll do everything we can to deal with it as quickly as possible.

If we can’t complete our investigation within eight weeks, we’ll send you a letter to let you know and tell you what steps you can take. This will include letting you know that you can go to the Financial Ombudsman Service (FOS) if you’d rather not wait for us to complete our investigation.

Your credit file (also known as credit history or credit record) is put together by credit reference agencies from information shared by lenders and other relevant public information. The credit references agencies use this information to calculate your credit score.

There is no industry standard for credit scores, so each agency uses slightly different information to calculate theirs. The higher your credit score, the better your chances of getting approved for credit.

Information about your payment history, defaults or court judgments will stay on your credit file for six years. These details are always removed from your credit file after six years, even if the debt itself is still unpaid.

No, it won’t. When you speak to us or a debt advisor, nobody needs to know. A debt advisor will only talk to your creditors if you ask them to.

If we agree a payment arrangement with you or offer other support with your mortgage, we’ll tell you how this will affect your credit file. If you go ahead with a debt solution where you stop paying or pay less to your debts, this will be recorded on your credit file.

If you’re struggling with your mortgage payments, please call us on 0330 159 7152 to talk about the ways we can help. Don’t let worrying about your credit file stop you from getting the support you need. Phone lines are open Monday to Friday 8:00am – 8:00pm. Or find details of the debt advice organisations we work closely with on our Independent Resources page.

You should make sure that your personal details with each of the agencies are correct as even small errors can affect your rating. If you find a mistake, you should ask all the agencies to correct it.

Make sure you’re not still part of any joint accounts or financial commitments from past relationships, like with an ex-partner or flatmate. For example, utility bills or joint bank accounts. If you’ve not got anything outstanding, you can ask the agency for a ‘notice of disassociation’ to remove a financial link between you and another person. You can find more information about the process on each of the agencies’ websites. You should contact all three of them.

Many of the agencies also offer a free 30-day trial, after which you’ll have to pay a monthly subscription. So, if you don’t want to be charged, make sure you remember to cancel before the 30-day trial ends.

You’ll receive a charge of £6.50

The Direct Debit will usually try to collect again after seven working days. You won’t be charged another fee if this second collection also fails.

Can I stop this collection?
Yes, you can choose to cancel your Direct Debit either with your bank (up to one working day before the collection is due) or us (up to four working days before the second collection is due), call 0330 159 7152 to cancel your Direct Debit and arrange to pay another way.

Does it matter if the second collection falls in the next month?
Yes, this may affect your credit file (and your eligibility for a payment holiday) call 0330 159 7152 to cancel your Direct Debit and arrange to pay another way. We can reinstate your Direct Debit at a later date. Please see FAQ ‘My Direct Debit was cancelled, can I reset it?’

We recommend you cancel your Direct Debit as soon as you’ve paid money into your account to redeem your mortgage.

If a Direct Debit payment is received after a mortgage has redeemed, a refund will be made directly back to the bank account it came from within 10 working days.

Yes, we’ll automatically update your payment amount each time your payment changes. We’ll write to you at least 10 working days beforehand to advise of any changes to your Direct Debit. You do not have to contact us.

We’re unable to set up a Direct Debit in a name that doesn’t appear on the mortgage. At least one mortgage holder name needs to appear on the bank account, this includes joint accounts.

No. Direct Debits can only be set up from a UK Bank or Building Society account.

All Direct Debits are covered by a guarantee. You can contact your bank or building society, complete a Direct Debit indemnity claim form and claim an immediate refund. Or, we can request a refund for you. Call us on 0330 159 7152. You should allow 10 working days for a refund.

Yes, please follow the same process for ‘How do I set up a Direct Debit?’

To set up a Direct debit you can either:

Please allow at least 10 working days for your Direct Debit to be set up. If your monthly due date has passed or there are less than 10 working days left in the month your Direct Debit will be set up for the following month and you will need to arrange to pay another way for the current month.

Yes, please follow the same process for ‘How do I set up a Direct Debit?’

Yes. Call our Customer Contact Centre on 0330 159 7152 and we will guide you through the process.

Yes, as long as the amount is your monthly payment or more.

No. We can only set up the Direct Debit with the mortgage account holder.

Yes. You can cancel your Direct Debit at any time by calling us on 0330 159 7152, please allow up to five working days for your Direct Debit to cancel. You can also cancel your Direct Debit with your bank, allow one working day for this.

If your bank rejects your Direct Debit three times in a row, we will cancel your Direct Debit. This is to help you avoid incurring any unnceccessary fees. We’ll write to you to let you know.

Yes, if your Direct Debit has been cancelled within the last two months, please allow 10 working days for your Direct Debit to be reinstated.

If it has been longer than two months since you had a Direct Debit in place, please follow the steps in ‘How do I set up a Direct Debit?‘

There are many organisations available who can offer free, impartial advice on how to deal with your debts. See the Independent resources section under our Support page for more details.

We understand and you’re not alone. We’re here to help. We know this can be a very worrying time and it’s important to get in touch with us so we can understand your circumstances and see how we can support you. You can reach our team of experienced agents by calling  0330 159 7152.  Our phone lines are open Monday to Friday 8:00am – 8:00pm, Saturday 9:00am – 1:00pm (excluding bank holidays). If you’d prefer, you can send us a message through our secure self-serve facility and we’ll aim to respond to you within 5 working days.

We’ll only instruct solicitors to take possession action as a last resort and when we’ve exhausted all other options. We won’t take possession of your property for at least 12 months from the date of your first missed payment (unless you ask us to, or we’re told that it’s empty).

If we’ve written to tell you that we’re planning to seek possession of your property, you can obtain free legal advice and representation from the Housing Loss Prevention Advice Service (HLPAS). You can find your nearest HLPAS provider by typing in your postcode at https://find-legal-advice.justice.gov.uk/ and ticking the box “Housing Loss Prevention Advice Service”. You can also visit our independent help page for details of a range of organisations who can provide you with free and independent advice and support.

If there has been a change to your circumstances and you’re unable to afford your monthly payment, we’re here to help. You can reach our team of experienced agents by calling 0330 159 7152. Our phone lines are open Monday to Friday 8:00am – 8:00pm.

If you have debts with other companies or want independent advice, we might recommend you speak to a debt adviser. You can find details of the debt advice organisations we work closely with on our support page. 

This helps us understand your financial situation and what options may be suitable for you.

Following changes brought in by the Consumer Credit Act 2006, we must tell you that your account is in arrears. We will send a subsequent notice if your account remains like this for six months. The notice does not affect temporary reduced payment arrangements.

We’ll write to you a month before the payment arrangement ends. If you’re still in financial difficulties we’ll need to review your situation and agree a new arrangement.

If your mortgage is two or more payments in arrears, we’ll add a £40.00 fee to your mortgage balance each month. This is to help cover the extra costs of managing your account whilst it’s in arrears.

We won’t charge the fee if you pay your full mortgage payment each month or agree a payment arrangement with us and keep to the agreed arrangement.

If you’re struggling with your mortgage payments, please talk to us. You can call us on on 0330 159 7152. Our phone lines are open Monday to Friday 8:00am – 8:00pm.

Here’s an example of how much extra it could cost you by having just one arrears fee added to your balance (based on an interest rate of 9.14%). The same principle will apply to other fees that might be added to your balance (such as legal fees or Direct Debit rejection fees).

We won’t charge an arrears fee if you pay your monthly mortgage payment or have an agreed payment arrangement with us. It’s important to get in touch with us if you’re struggling so we can look at ways to support you and help you avoid incurring any arrears fees.

If you’ve made overpayments, the time may come when you want to borrow your money back. We keep the money you’ve previously overpaid separate, so you can apply to borrow it back if you need to.

Check if you’re eligible

You may be able to borrow back your overpayments if:

If you’ve made overpayments, you have the option to reduce your monthly payment by underpaying. We’d agree this with you as an arrangement and whilst this is in place, we’d collect a reduced amount from you.

You should think carefully before missing your mortgage payments and always get in touch with us first. If you’re worried about your finances, there’re lots of places to go for help. You can find details of the debt advice organisations we work closely with under the Independent Resources tab of our website.

If you need a short break from making your payments, you may be able to take a payment holiday. A payment holiday allows you to stop making your monthly payments for up to three months.

Check if you’re eligible

You may be able to apply for a payment holiday if:

We’ve launched new interactive messaging services. These messages come from different telephone numbers to the ones we usually use to contact you.

So that you’ll recognise them in future, you may want to add these numbers to your address book.

The only personal information we’ll ever ask you for in an interactive message is your date of birth. We’ll never ask you for any other personal details.

We’ll also never ask you for debit card details in an interactive message.

If you’re worried that any message that you receive isn’t from us, please call us and we’ll confirm that it’s genuine.

Find out more about our Interactive Messaging Services

The monthly payments you make only cover the interest. This means you need to pay off the amount you borrowed by the end of the mortgage term.

If you don’t, you might not be able to pay off the amount you borrowed by the end of the mortgage term.

If you have a repayment plan, you need to check it regularly to make sure it’s on track. We recommend that you do this at least once a year.

If you don’t have a plan or you’re worried that it might not be enough, we can help. Call our dedicated team now on 0330 159 7153. Phone lines are open Monday to Friday 08:30am-6:00pm.

We’ll try to get in touch with you to understand your circumstances. We’ll assess your financial position and look at ways to help you pay back the remaining balance. If this isn’t possible, you may need to sell your property.

If we can’t get in touch with you, we may have no choice but to tell our solicitors to take legal action. This could result in you losing your property. Taking legal action is always a last resort and something we’ll only do when all other options have been exhausted.

If a fixed interest rate applies to your mortgage, it will not change until you get to the end of the agreed fixed rate term. You will then usually revert to one of the variable rates detailed below. We will write to you to inform you of your new interest rate and payment at least 14 days before your interest rate and payment changes.

A tracker rate will track at a set percentage above or below another rate (often the Bank of England base rate) for a specified term. Your Terms and Conditions will state details of which rate your mortgage is tracking against.

A discounted rate offers a set discount off either a Product Variable Rate (PVR) or a Standard Variable Rate (SVR) for a specific, initial term. Once the discounted rate period ends, you will then usually revert to one of the variable rates detailed below. The minimum interest rate that can be charged is 0.001%.

Our SVR is an interest rate set by us in accordance with the Terms & Conditions of your loan. It’s not linked to the Bank of England base rate. You can check if your loan is linked to our SVR by calling us or checking your Offer of Loan or credit agreement.

Whenever we change our SVR we will write to you to confirm both the date when the new interest rate will apply and the specific impact on your monthly payment.

The Landmark Mortgages Loyalty Rate is a discount of 0.25% from our Standard Variable Rate and applies if you meet all of the following criteria:

Please contact your insurance provider directly.

You can do this by calling us on 0330 159 7152. Phone lines are open between 8:30am and 6:00pm Monday to Friday.

Or by writing to us at: Landmark Mortgages, PO Box 115, Skipton, BD23 9FE.

Find out more about the process in our Bereavement section.

Your lifetime mortgage is a type of equity release that allowed you to borrow money against the value of your home. You either borrowed a lump sum or opted to receive a monthly income (or both). You don’t need to make any monthly payments and don’t have to pay back the outstanding balance until the last borrower named on the mortgage moves into long-term care or passes away.

Your lifetime mortgage doesn’t have a specific end date. You only need to pay back the loan when the last borrower named on the mortgage moves into long-term care or passes away.

Yes, you can. You can pay by debit card over the phone or using our self-serve facility, by bank transfer or cheque.

If you send us a cheque, please remember to write your account number on the back.

Making payments towards your lifetime mortgage means you can save money on the interest you pay by reducing the amount you owe. You should only make payments if you can afford to do so. If you’re unsure whether making payments is right for you, you may wish to seek independent financial advice to help you with your decision.

Yes, you can. You’ll need to write to us to give us the new bank details that you want us to send the payments to. Your letter must be signed by all people named on the mortgage.  If you’re unable to provide your signature, please call us on 0330 159 7152 so we can look at other ways for you to make your request. Phone lines are open Monday to Friday 08:30am – 6:00pm.

Yes, you can pay off your lifetime mortgage at any time. To find out how much you owe and how to make the payment, you will need a redemption statement. You can request one by:

Yes, but first you’ll need to give us your authority. Visit the Update your details section on our Manage Account page and select ‘Giving someone third-party authority’ for information on how you can do this.

Your mortgage is an ‘interest roll-up’ mortgage. This means the interest is added to your outstanding balance each month and you don’t need to make any monthly payments to pay it back. You can find out what the interest rate is on your lifetime mortgage by checking your original mortgage offer or by calling us on 0330 159 7152. Phone lines are open between 8:30am and 6:00pm Monday to Friday.

You can stop the income payments at any time, but once we’ve stopped them they can’t be restarted. So, it’s important to be sure that you no longer require the monthly income before you ask us to do this. Interest will continue to be charged to the outstanding balance.

You’ll need to write to us and tell us that you want to stop the income payments. Your letter must be signed by all people named on the mortgage. If you’re unable to provide your signature, please call us on 0330 159 7152 so we can look at other ways for you to make your request. Phone lines are open Monday to Friday 08:30am – 6:00pm.

Your lifetime mortgage has a ‘No Negative Equity Guarantee’.  This means that if the sale price isn’t enough to pay off the outstanding balance, we won’t ask for the difference to be paid (known as a ‘shortfall’).

If you’re worried that the sale price of your property won’t be enough to pay off your lifetime mortgage, you should let us know straight away. We’ll need to approve any sale for less than the outstanding balance. When considering whether to approve the sale, we’ll carry out an independent valuation of the property to make sure that you’re selling it for a fair price. The ‘No Negative Equity Guarantee’ requires the property to have been properly maintained. If it’s been allowed to fall into disrepair, we’ll ask for the shortfall to be paid.

No. The terms and conditions of your lifetime mortgage require you to live in the property. If you want to rent out the property, you’ll need to repay the outstanding mortgage balance.

You can add or remove someone from your mortgage without increasing the amount you’ve borrowed. This is called a change of borrower or transfer of equity. Before we can do this, we’ll need to make sure that you can still afford the payments after we make the change. To do this we’ll carry out a credit check and an affordability assessment on all people remaining or being added to the mortgage.

Please call us on 0330 159 7152 to make an appointment with one of our qualified mortgage advisors who will guide you through the process. Phone lines are open Monday to Friday 8:30am – 6:00pm.

This allows someone else to talk to us about your account without you being there.

You may find this helpful if you need some help managing your finances or find it difficult to speak to us about your situation. If you’re unwell, or your circumstances mean you can’t call us, you may find it reassuring to know someone else can do this for you.

Here’s a step-by-step guide below to help you complete the third-party authority form and let you know what your third party can do.

Choose what your third-party can do

You can allow your third-party to give and receive information about your account, make payments or both. Tick the relevant box to confirm what you want them to be able to do. If you want them to be able to make payments, we can’t accept these until we’ve completed our checks and authority is recorded on your account.

Complete and return the form

Fully complete the form, make sure it’s signed by both you and your third-party and send it back to us at: Landmark Mortgages, PO Box 115, Skipton BD23 9FE.

We’ll carry out electronic checks

We’ll use information from credit reference agencies to confirm the identity of your third-party. These are ‘soft searches’ which means they won’t leave a footprint on their credit file.

We’ll write to you

To let you know that the third-party(ies) has/have been added to your account. The authority lasts for 12 months from the date it’s added, unless you tell us that you want it to stop before that. You should let your third-party know it’s in place as we won’t tell them.

You may be able to transfer your mortgage to another property without increasing the amount you’ve borrowed. This is called porting your mortgage. As this will be classed as a new mortgage, we’ll need to make sure that you can still afford the payments after we make the change. To do this we will carry out a credit check and an affordability assessment on all applicants. We’ll also need to check that the new property is suitable security for the mortgage.

Please call us on 0300 159 7152 to make an appointment with a mortgage adviser who will guide you through the process. Phone lines are open Monday to Friday 8:30am – 6:00pm.

If you’re no longer able to afford to live in the property but have somewhere else to live that is affordable, we may agree for you to let the property for a temporary period.

You can make payments using our secure self-serve facility all day, every day.

It’s easy to create a secure login to use the self-serve facility and once you have it, you can access your account at any time.

Click here to create a new login.

Already registered?
Click here to securely login.

We’ve made it as easy as possible for you to make overpayments:

• If you pay by Direct Debit, you can set up a regular monthly overpayment by calling us on 0330 159 7152. Phone lines are open between 8:30am and 6:00pm Monday to Friday.
• Log into our secure self-serve facility and make an overpayment of up to £5,000 by selecting ‘make a lump sum overpayment’.
• Pay by bank transfer using these details:
  • Sort code: 62-31-87
  • Account number: 80140262
  • Reference: Your mortgage account number
• Make an overpayment of up to £15,000 by debit card by calling our Customer Contact Centre on 0330 159 7152. Phone lines are open Monday to Friday 8:30am – 6:00pm.
• Send a cheque made payable to Landmark Mortgages Limited to Landmark Mortgages, PO Box 115, Skipton BD23 9FE. Please put your mortgage account number and ‘lump sum overpayment’ on the back of the cheque.

Here are some examples to show you how much of a difference overpaying can make.

 MONTHLY OVERPAYMENTS  

An amount that you choose to pay on top of your usual payment

Example

The following examples use an outstanding balance of £80,000 over 10 years on an interest rate of 9.39%*.

*These calculations are for illustrative purposes only and assume that the interest rate will remain the same for your remaining term. Figures rounded to nearest pound (£).

 ONE-OFF OVERPAYMENT 

Example (Repayment mortgages)

If you have a repayment mortgage and you make a one-off payment, you can choose to reduce your monthly payments or keep your payments the same but reduce the term (which means you’ll pay off your mortgage sooner). 

The following examples use an outstanding balance of £80,000 on a repayment basis over 10 years on an interest rate of 9.39%*.

If reducing the term…

Or if reducing the monthly payment…

*These calculations are for illustrative purposes only and assume that the interest rate will remain the same for your remaining term. Figures rounded to nearest pound (£).

Example (Interest only mortgages)

If you have an interest only mortgage, making a one-off payment will reduce the amount of interest you pay and the amount you need to pay back at the end of the term.

The following examples use an outstanding balance of £80,000 on a interest only basis over 10 years on an interest rate of 9.39%*.

*These calculations are for illustrative purposes only and assume that the interest rate will remain the same for your remaining term. Figures rounded to nearest pound (£).

A Direct Debit is an easy and convenient way to make your payments. It means you don’t have to worry about forgetting to make your payment and if your payment amount changes, we’ll automatically update the Direct Debit so it collects the right amount. We’ll always write to you in advance to tell you that we’re going to do this.

You can cancel a Direct Debit at any time by contacting us or your bank.

A bank transfer is a single payment set up through your bank. You can set one up online, in branch or over the phone. You choose when and how much you pay.

We have three ways you can pay using your debit card.

1. Use our automated payment line

Call us on 0330 159 7152. Our automated payment line is available 7:00am – 9:00pm Monday to Friday and 7:00am – 5:00pm Saturday and Sunday

2. Use our secure self-serve facility

You can make payments using our secure self-serve facility all day, every day.

It’s easy to create a secure login to use the self-serve facility and once you have it, you can access your account at any time.

Click here to create a new login.

Already registered?
Click here to securely login.

2. Speak to one of our agents

Call us on 0330 159 7152.
Phone lines are open Monday to Friday 8:30am – 6:00pm.

Standing orders are automatic, regular payments set up through your bank. You can set one up online, in branch or over the phone. You choose when, how much and how often you pay and can change or cancel it at any time.

Please make your cheque payable to Landmark Mortgages Limited and post it to us at: Landmark Mortgages, PO Box 115, Skipton BD23 9FE.

You can make payments using our secure self-serve facility all day, every day.

It’s easy to create a secure login to use the self-serve facility and once you have it, you can access your account at any time.

Click here to create a new login.

Already registered?
Click here to securely login.

You will need to ask us for a redemption statement. This will tell you exactly how much you need to pay including any interest and fees, such as the discharge of mortgage fee.

You can ask us for a redemption statement by:

You can make payments using our secure self-serve facility all day, every day.

It’s easy to create a secure login to use the self-serve facility and once you have it, you can access your account at any time.

Click here to create a new login.

Already registered?
Click here to securely login.

Our secure self-serve facility is available all day, every day. If you have a query which doesn’t need an immediate reply, you can send us a secure message. We aim to reply to your message within five working days.

You can also use our self-serve to:

It’s easy to create a secure login to use the self-serve facility and once you have it, you can access your account at any time.

Click here to create a new login.

Already registered?
Click here to securely login.

No. Landmark Mortgages doesn’t charge any Early Repayment Charges.

You could incur a Discharge of Mortgage fee of up to £250 for repaying your mortgage early, this covers the administration work we do to redeem the loan. Call us on 0330 159 7152 (phone lines are open Monday to Friday 8:30am – 6:00pm) to find out the amount you may need to pay.

Yes. To see if you can switch to a cheaper mortgage visit www.moneyhelper.org.uk and complete the simple, impartial and free questionnaire.

To help you complete the questionnaire as accurately as possible, it would be useful to have your latest mortgage statement to hand. The questionnaire takes 5 minutes to complete and when you get to the end you’ll be given an indication of whether you may be able to get a cheaper mortgage elsewhere. There’ll also be information on where you can get further advice on the options available to you.

You can also contact The Money and Pension Service on 0800 138 7777 (England) or 0800 138 0555 (Wales) for further information on what the rule changes might mean for you. If you do choose to switch, the new mortgage must be secured on the same property as your current mortgage and can’t be a buy-to-let mortgage. 

No. Depending on the value of your property, a new lender may be prepared to lend you enough money to repay the unsecured part of your Together mortgage. Alternatively, you can “de-link” the unsecured part and keep it with us. This will result in an increase in the interest rate you pay. You may wish to take independent financial advice to determine which of these options is most suitable for you.

If you‘re not eligible to switch lenders, for example because you are or were recently in arrears, there is still plenty of support available. Please call us on 0330 159 7152  to talk about the range of solutions available to help you. Phone lines are open Monday to Friday 8:30am – 6:00pm.  There’s lots of helpful information on how to get mortgage ready in the Switch to another lender section on our Support page.

It’s a mortgage and a ‘linked’ unsecured loan which run side by side. You make one payment to us each month which covers both the mortgage and the loan.

Yes, there’s no limit to the amount you can overpay by. You can choose to make regular overpayments, for example by paying an extra £100 each month, or lump sum overpayments. Making overpayments will reduce the amount of interest you will pay over the term of your loan.

You can find out how to make overpayments and how much you could save in the Making overpayments section of our Manage Account page

You should think carefully about how you want us to apply your overpayment. This is because if you pay off your mortgage early and not your unsecured loan, the interest rate on your loan will increase to no more than 8% above the Standard Variable Rate. You can find out exactly how much it will increase to by checking your original mortgage offer or by calling us on 0330 159 7152. Phone lines are open Monday to Friday 08:30am – 6:00pm.

Yes, but if you do this the interest rate on your loan will increase to no more than 8% above the Standard Variable Rate. You can find out exactly how much it will increase to by checking your original mortgage offer or by calling us on 0300 159 7152. Phone lines are open Monday to Friday 8:30am – 6:00pm. You may wish to seek independent financial advice before doing this so you can check it’s the right thing to do.

Yes, you can pay off your unsecured loan at any time. To find out how much you owe and how to make the payment, you will need a redemption statement. You can request one by:

No. You’re not eligible for a loyalty discount if you have a Together mortgage.

Your mortgage is secured against your property, whereas an unsecured loan is not. Your mortgage may be made up of more than one loan, which we call sub accounts. You could have more than one sub account because you took out a further advance on your mortgage. Each sub account has its own account number.

Your mortgage is a priority bill. This is because of the consequences if you don’t keep up with the payments. If you fall behind on your payments, we may ask the court for possession of your property and you may lose your home. If you’re struggling with your mortgage payments, you can find more information on the support we can offer in the Mortgage worries section of our Support page.

Examples of other priority bills are council tax, gas or electricity, court fines and child maintenance. If you’re struggling with the payments on your priority bills you may find it helpful to speak to a debt advisor.

A debt advisor will look at your overall financial position and recommend ways to deal with your debts (including your outstanding mortgage balance). They won’t tell anyone you’ve spoken to them unless you instruct them to act on your behalf and speaking to them won’t affect your credit score. Many people say they have their first good night’s sleep in months after speaking with a debt advisor*.

*Source – StepChange Debt Charity – June 2023

Your unsecured loan isn’t secured against your property. This means it is not a priority bill as you won’t lose your home if you fall behind on the payments on your loan.

If you’re struggling with the payments on your unsecured loan with us or other unsecured debts, you may find it helpful to speak to a debt advisor.

You can find more information about the debt advice organisations we work closely with in the Independent support section of our Support page.

If you previously fell behind on the payments on your unsecured loan, we may have obtained a County Court Judgment (CCJ) and asked the court to grant us a charging order against your property. If we did this, the loan is now secured against your property and is a priority bill. Our solicitors and the court would have sent you paperwork to tell you that we had done this. If you’re not sure, you can call us on 0330 159 7152 and we’ll let you know. Phone lines are open Monday to Friday 08:30am – 6:00pm.

Yes. Make your payment in the normal way and then send us a secure message using our secure self-serve facility to tell us which sub account you want the payment to go to. Each sub account has its own account number, so it’s best to quote this. You can find this information on the account summary page of our secure self-serve facility.

Our secure self-serve facility is available all day, every day. If you have a query which doesn’t need an immediate reply, you can send us a secure message. We aim to reply to your message within five working days.

You can also use our self-serve to:

It’s easy to create a secure login to use the self-serve facility and once you have it, you can access your account at any time.

Click here to create a new login.

Already registered?
Click here to securely login.

The number you need to call will depend on the reason for your call. If you’re not sure, don’t worry, our agents will be happy to transfer your call to the right person to make sure you get the help you need.

If you’re calling us from abroad, just add 0044 to the number you want to call and remove the first zero. For example, for 0330 159 7152, you’d call 0044 330 159 7152.

Charges for calling 03 numbers are the same as for calls made to standard UK landline phone numbers starting 01 or 02 and are also included in bundled minutes and unlimited call packages. Calls may be recorded for monitoring and training purposes.

You can write to us at the following address:

Landmark Mortgages
PO Box 115
Skipton
BD23 9FE

Don’t forget! You should include your name, address and account number in any letters you send so we can make sure we can match your letter to your account.

We can change your payment due date to be earlier or later (for example, to match the date you get paid), as long as the new date is within the same month.

You could convert all or part of your mortgage to repayment over your remaining term or (depending on your circumstances) a longer term. This means you would pay back both capital and the interest at the same time. This would increase your monthly payments, so you’d need to speak to one of our qualified mortgage advisors to make sure that it’s affordable. You can make an appointment by calling us on 0330 159 7152. Phone lines are open Monday to Friday 8:00am – 8:00pm.

An overpayment is an extra amount you choose to pay on top of your normal monthly payment. Overpaying means you can save money on the interest you pay by reducing the outstanding mortgage balance. It can also help reduce the amount you need to pay back at the end of the term. We don’t charge any early repayment charges, so there’s no limit to the amount you can overpay by. You can find out more about making overpayments and how to do this here.

If you have an endowment policy, shares, Individual Savings Account (ISA) or other investment plan that you were saving for a rainy day, you might want to consider using this to reduce or pay off your mortgage.

You might be able to get a cheaper mortgage with a new lender which could help make paying back your interest only mortgage more affordable. If you haven’t missed any payments in the last year, your account is up to date and you don’t need to borrow more money, you may be able to switch right now. To find out more information, click here.

If you plan to sell your property to pay off your interest only mortgage, you’ll need to think about where you’re going to live.

You’ll need to make sure that you have enough equity in your property to make your plan work.

If you’re planning to sell your property, our dedicated team can help you answer these questions. Call our team on 0330 159 7153. Phone lines are open Monday to Friday 08:30am-6:00pm.

If you’re unable to meet all or part of your mortgage payment, we might be able to accept a lower or even no payment for a period of time.

Once your finances are back on track, we may be able to agree an overpayment arrangement to help you repay any outstanding arrears. The amount we agree will be based on your individual circumstances and how much you can afford to pay.

We may be able to extend your mortgage term if you have a repayment mortgage and need longer than the existing term to pay back the balance or outstanding arrears.

If you have a repayment mortgage and need either a reduced payment for a period of time or want to repay your arrears faster, you may be able to temporarily switch to making interest only payments.

If you’re no longer able to afford to live in the property but have somewhere else to live that is affordable, we may agree for you to let the property for a temporary period.

If you’ve got your finances back on track, you might be able to add your arrears to your outstanding mortgage balance and pay them back over your remaining term. This is known as ‘capitalising’ your arrears. You will need to maintain your agreed monthly payments for at least 6 months before we’ll consider capitalising your arrears. This is to try and reduce the risk of you falling back into arrears.

When deciding whether capitalising your arrears is right for you, you should weigh up the benefits against the additional cost. If you’re unsure, you may wish to seek independent advice to help you make the right decision.

If you can no longer afford to make your mortgage payments but want to stay in your property and are resident in Scotland or Wales, you may be eligible for one of their mortgage rescue schemes. These schemes allow you to keep living in your own home as a tenant, part-owner or part-tenant.

If you live in Scotland, you can access more information on the Home Owners’ Support fund at www.mygov.scot/home-owners-support-fund

If you live in Wales, you should contact your local council’s housing options team, homelessness team or housing strategy officers for information on whether there is a mortgage rescue scheme in your area which could help you.

If you are no longer able to afford to live in your home, we may be able to help you sell the property through our assisted voluntary sale scheme. You’ll be able to stay in your property while it’s on the market, you’ll stay in control of the sale process and we’ll even pay your sale costs.

This is known as a ‘sale at shortfall’. If you wish to sell your property, regardless of whether there are any mortgage arrears, it may be that the sale price won’t be enough to pay back your mortgage balance. If this is the case, you’ll need to go through our sale at shortfall process.

If you no longer wish to remain in the property and have somewhere else to live, regardless of whether there are any mortgage arrears, you can choose to voluntarily surrender the property. This is often known as ‘handing the keys back’. You should think very carefully before going ahead with this option.

If you need a short break from making your payments, you may be able to take a payment holiday. A payment holiday allows you to stop making your monthly payments for up to three months.

Check if you’re eligible

You may be able to apply for a payment holiday if:

You could move to a lower value property with a smaller mortgage by transferring your existing mortgage with us (known as ‘porting’) or by taking out a new mortgage with a different lender. To find out if you can port your mortgage, you’ll need to check your latest mortgage offer.

You’ll need to speak to one of our qualified mortgage advisors to make sure that moving your mortgage to a new property would be the right solution for you. You can make an appointment by calling us on 0330 159 7152. Phone lines are open Monday to Friday 8:00am – 8:00pm.