Here’s a list of frequently asked questions…
Browse by category or type a question into the search field to find the closest matches.
Accessibility
Yes. Call us on 0330 159 7152 to request this. Phone lines are open between 8:30am and 6:00pm Monday to Friday.
Changing Account Details
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.
Complaints
We’re sorry if we haven’t got things right. You can tell us by:
- Calling us on 0330 159 7152. Phone lines are open between 8:30am and 6:00pm Monday to Friday.
- Writing to us at: Landmark Mortgages, PO Box 115, Skipton BD23 9FE.
- Sending us a secure message through our self-service facility. To do this you must be signed up to use the service.
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.
- If we can’t deal with your complaint within three working days, we’ll send you an acknowledgement letter within five working days to let you know that we’ve received your complaint.
- We’ll give you a reference number in case you need to contact us about your complaint.
- We’ll keep you updated of our progress throughout our investigation.
- Once we’ve completed a thorough investigation, we’ll give you a final response. This will outline the details of our investigation, how we reached our decision and what we’re going to do to put things right.
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.
Credit File Reporting
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.
The three main agencies in the UK are:
Lenders use the information on your credit file to:
- Carry out identity checks to make sure you are who you say you are
- Check you live at the address you’ve given them
- Decide whether to lend you money and what interest rate to charge you
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.
The following information is included in your credit file:
- Your name, date of birth and any other names you previously used.
- The amount you owe on your credit agreements. For example, loans, mortgages, credit cards and overdrafts.
- Your payment history on your credit agreements.
- Any defaulted credit agreements.
- Any County Court judgments (CCJs), decrees and money judgements raised against you.
- Details of any repossessions, including voluntary repossessions.
- Details of current or recent insolvency – including bankruptcy, individual voluntary arrangements (IVA) and debt relief orders (DRO).
Every month we tell the credit reference agencies about how you’re managing your mortgage. If you have an unsecured loan with us, we’ll tell them about this separately. We’ll tell them:
- How much you owe.
- When you took out your mortgage (and unsecured loan, if you have one) and how long this was for (in months).
- Whether your payments are up to date. If your account is in arrears, we’ll tell them how many months behind you are with your payments – up to a maximum of 6.
- Whether you have a payment arrangement to pay back any arrears.
- If you have an unsecured loan, whether you have a payment arrangement on your loan which you’ve agreed through a debt management company.
- If we repossess your property or you voluntarily surrender it (sometimes called ‘handing back the keys’) to us, we’ll tell the credit reference agencies about this.
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.
Details of the following stay on your credit file for six years from the date they were recorded:
- Any defaulted credit agreements.
- Debts you’ve paid off or ‘settled’ in full.
- ‘Partial settlements’ where a creditor has agreed to accept a reduced amount and write off the remainder of a debt.
- Any form of insolvency – bankruptcy, IVA, protected trust deed or Debt Relief Order (DRO).
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.
Each credit reference agency works out their credit score differently, but the following factors are likely to have an impact:
- Missed or late payments.
- Defaulted credit agreements or CCJs.
- Lots of credit applications, for example for loans or credit cards, in a short space of time.
- Going close to or over the credit limit on your credit cards.
- Frequent cash withdrawals using your credit card.
- Not being on the electoral register.
- Having joint accounts with someone with a bad credit record.
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.
You have the right to know what information the credit reference agencies hold about you. You can obtain a basic report from each of the agencies for free, although they don’t include your credit score and may take a while to come. You can view your credit reports for free at the following links:
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.
Direct Debits
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:
- Call our Customer Contact Centre on 0330 159 7152 and we can do it over the phone. All you need is your sort code, account number and the authority to set up payments from the account.
- Download and complete a Direct Debit mandate and post it to us at: Landmark Mortgages, PO Box 115, Skipton BD23 9FE.
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?‘
Financial Difficulties
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.
- Interest:
You’ll be charged more interest. This is because your mortgage balance will be higher than expected. The additional interest will increase the amount you owe and reduce the amount of equity you have in your property. - Your credit file:
Each month, we’ll tell credit reference agencies about any arrears on your account. This may make it more difficult or expensive for you to borrow money in the future. You can find more information about how credit file reporting works here. - Fees which may be charged:
If your mortgage goes two or more payments in arrears and you don’t have an agreed payment arrangement in place, we’ll add a £40.00 fee to your mortgage balance each month. This is to cover the extra costs of managing your account when it’s in arrears.
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).
Remaining mortgage term | 5 yrs | 10 yrs | 15 yrs |
---|---|---|---|
Arrears fee (A) | £40 | £40 | £40 |
Additional interest over term (B) | £22.59 | £58.71 | £115.66 |
Total (A + B) | £62.59 | £98.71 | £155.66 |
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.
Flexible Features
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.
Things you should consider before borrowing back your overpayments
- Your mortgage balance will increase and you’ll pay more interest overall.
- Your normal monthly payment will increase because your mortgage balance will be higher. We’ll write to you to let you know what your new payment will be
- If your mortgage is on interest only, the amount you will need to pay back by the end of your mortgage term will increase. You should check that your plans are on track to pay back this amount. 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.
- You can’t borrow back overpayments made on your unsecured loan (if you have one).
Check if you’re eligible
You may be able to borrow back your overpayments if:
- You can afford the increase to your mortgage payments.
- You’re not an undischarged bankrupt or currently in an Individual Voluntary Arrangement (IVA).
- You don’t receive support from the Department for Work and Pensions (DWP).
- You’re not in breach of your mortgage terms & conditions (for example, you can’t be letting the property without our permission).
- All parties to the mortgage agree to this (where there is more than one person named on the mortgage).
- Call us on 0330 159 7152.
Phone lines are open between 8:30am and 6:00pm Monday to Friday.
When you speak to us, we will:
- Carry out an affordability assessment to make sure that the increased payments are affordable. It will be helpful to have information like payslips, bank statements and how much you spend on your household bills ready when you call. If you’re unable to provide us with this information, it may delay the application process.
- Use information from credit reference agencies. If you have any missed or late payments on other credit commitments, defaults or County Court Judgments (CCJs), this may affect our decision.
- Let you know whether you can borrow back your overpayments. If you’re not eligible to borrow back your overpayments and you have any worries about your circumstances, we’re here to help. You can reach our customer assistance team and speak to one of our experienced agents by calling 0330 159 7152. Their phone lines are open Monday to Friday 8:30am – 6:00pm.
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.
Things you should consider before asking to underpay
- Paying less than your normal monthly payment means you will pay more interest over your mortgage term. If you’re still able to make your mortgage payments, then you should continue to do so.
- Your normal monthly payment may change whilst the arrangement is in place, for example if there’s a change in your interest rate. If this happens, we’ll write to you to let you know.
- You can cancel the underpayment arrangement at any time. For example, if your circumstances change and you can afford to make your full payments. This means you’ll pay less interest over the long term.
Mr & Mrs A have a repayment mortgage…
- There’s 10 years remaining on the term.
- They currently owe £80,000
- They’ve previously overpaid by £1,545
- Their monthly payment is £1,030.
After reducing their monthly payment by 50% for three-months…
- The amount they owe would have increased by over £2,480 because they haven’t paid some of the interest due.
- When we next recalculate their mortgage payment their monthly payment will increase . We recalculate it every year to make sure they’ll repay their balance by the end of the term.
- They’ll pay over £935 more interest over the term of their mortgage, unless they make further overpayments in the future.
If their mortgage was on interest only, the amount they would need to pay back at the end of the term would have increased by over £858. They’ll also pay more interest over the term of their mortgage.
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.
- Call us on 0330 159 7152.
Phone lines are open between 8:30am and 6:00pm Monday to Friday.
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.
Things you should consider before taking a payment holiday
- We’ll continue to charge interest whilst your payment holiday is in place. This means the amount you owe will increase and you’ll pay more interest overall.
- When your payment holiday ends, we’ll recalculate your monthly payment. It may increase as a result. We’ll write to you to let you know what your new payment will be.
- If your mortgage is on interest only, the amount you will need to pay back by the end of your mortgage term will increase. You should check that your plans are on track to pay back this amount. 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.
- If your financial situation changes, you can still make payments whilst your payment holiday is in place. This means you’ll pay less interest over the term of the mortgage.
Mr & Mrs A have a repayment mortgage…
- There’s 10 years remaining on the term.
- They currently owe £80,000.
- Their monthly payment is £1,030.
After a three-month payment holiday…
- The amount they owe will have increased by over £1,866 because they haven’t paid the interest due.
- Their monthly payment will go up by over £40 a month. This is because we would recalculate their mortgage payment to make sure they’ll repay their balance by the end of the term.
- They’ll pay more interest over the term of their mortgage unless they make overpayments in the future.
If their mortgage was on interest only, their monthly payment would have gone up by over £14 a month. But the amount they would need to pay back at the end of the term would have increased by over £1,895. They’ll also pay more interest over the term of their mortgage.
Check if you’re eligible
You may be able to apply for a payment holiday if:
- You’ve made your full mortgage payment on time for the last nine months or you’ve previously overpaid by more than the amount of the payments you want to miss.
- You’re up to date with your mortgage payments.
- You can afford the increase to your mortgage payment after the payment holiday ends.
- You’re not (and haven’t previously been) bankrupt or in an Individual Voluntary Arrangement (IVA).
- You’re not in a Debt Management Plan (DMP).
- You don’t receive support from the Department for Work and Pensions (DWP).
- You’re not in breach of your mortgage terms & conditions (for example, you can’t be letting the property without our permission).
- All parties to the mortgage agree to the payment holiday (where there is more than one person named on the mortgage).
- Call us on 0330 159 7152.
Phone lines are open between 8:30am and 6:00pm Monday to Friday.
When you speak to us, we will:
- Ask you when you want your payment holiday to start. This must be the first day of a month, so we recommend contacting us at least 10 days before this, to allow us enough time to process your application.
- Carry out an affordability assessment to make sure that the increased payments are affordable. It will be helpful to have information like payslips, bank statements and how much you spend on your household bills ready when you call. If you’re unable to provide us with this information, it may delay the application process.
- Use information from credit reference agencies. If you have any missed or late payments on other credit commitments, defaults or County Court Judgments (CCJs), this may affect our decision.
- If we can’t offer you a payment holiday and you’re going to struggle to make your mortgage payment, we’re here to help. You can reach our customer assistance team and speak to one of our experienced agents by calling 0330 159 7152. Their phone lines are open Monday to Friday 8:30am – 6:00pm. Or, if you’d prefer you can send us a secure message using our self-serve facility.
Interactive messaging service
We’ve launched new interactive messaging services. These messages come from different telephone numbers to the ones we usually use to contact you.
- Interactive text messages will come from 07862 138270
- Interactive voice messages will come from 01756 556998
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.
Interest Only
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.
Interest Rates
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:
- you are an existing residential Landmark Mortgages mortgage customer and have held your mortgage with us on the same property for 7 years
- you do not currently benefit from a special rate (such as a fixed or tracker rate)
- you are not currently within an Early Repayment Charge (ERC) period
- you do not have a together mortgage
Life Events
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.
Lifetime mortgages
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.
To make a payment by bank transfer, you should use the following details:
Account name: Landmark
Sort Code: 51-70-19
Account number: 80096182
Reference: your mortgage account number
If you send us a cheque, please remember to write your account number on the back.

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:
- Asking your solicitor to request one.
- Logging into your account using our secure self-service facility and clicking ‘Redemption’.
- Calling us on 0330 159 7152. Phone lines are open between 8:30am and 6:00pm Monday to Friday.
- Writing to us at: Landmark Mortgages, PO Box 115, Skipton BD23 9FE.
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.
Making changes
- A copy of your new signature
- A copy of your old signature
We’ll also need one of the following documents:
- Marriage certificate
- Decree absolute
- Birth certificate
- Change of name deed/Deed Poll (known as Statutory Declaration in Scotland)
- Civil partnership certificate
In certain situations we may need some more information from you. If this is the case, we’ll let you know.
We don’t need to see original documents. We’ll accept copies which have been certified by a professional body, such as a:
- Solicitor or notary
- Chartered Accountant
- Bank or Building Society official
- Post Office counter staff
- Councillor
- Minister of religion
- Dentist or doctor
- Teacher or lecturer
We’re unable to accept documents certified by someone who is related to you (either by birth or marriage), living at the same address as you, or in a relationship with you.
The certified documents must:
- Include a handwritten statement by the certifying person, stating ‘certified to be a true copy of the original seen by me’
- Be signed and dated
- Have the certifying person’s full name printed under the signature along with occupation, address and phone number
There may be a charge for doing this, so you should check with the certifying person beforehand.
Once we receive your documents we’ll write to you to let you know we’ve updated our records. Until then, we’ll continue to write to you using your old name.
Please send your documents to: Landmark Mortgages, PO Box 115, Skipton, BD23 9FE.
- The full address of where you’re now living.
- To know the reason for the change of address if it affects how we manage your account. For example, if you’re now letting your property out or you’ve separated from a joint account holder.
You’ll only be able to change your own address. If another account holder has also changed address, we’ll need their consent to update their details.
Let us know you’ve changed address by:
- Logging in to your account and sending us a message using our secure self-serve facility. Just select ‘Update my personal details’ from the dropdown list.
- Calling us on 0330 159 7152.
Phone lines are open between 8.30am and 6.00pm Monday to Friday. - Writing to us at: Landmark Mortgages, PO Box 115, Skipton, BD23 9FE.
If you want to change your address because you’re letting your property, it’s important you’ve made us aware of this and we’ve agreed this with you. To find out more, you can look at our ‘Letting your property’ FAQ below.
Once we receive your request we will:
- Write to you to let you know we’ve updated our records.
- Let you know if there’s anything else we need.
- Logging in to your account and sending us a message using our secure self-serve facility. Just select ‘Update my personal details’ from the dropdown list.
- Calling us on 0330 159 7152.
Phone lines are open between 8.30am and 6.00pm Monday to Friday. - Writing to us at: Landmark Mortgages, PO Box 115, Skipton, BD23 9FE.
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.
Important Information
- There needs to be an original borrower remaining on the mortgage. If you wish to remove all original borrowers, you’ll need to apply for a new mortgage with another lender.
- We’re unable to change the people named on unsecured loans. If you want to add or remove someone on a mortgage which has a linked unsecured loan, you’ll need to pay off the unsecured loan before you can do this.
- It will be helpful to have information like payslips, bank statements and how much you spend on your day-to-day expenses ready for your appointment. Work out how much you can afford using our helpful Income & Expenditure Form.
- As part of your application, you’ll need to appoint a solicitor and pay any associated costs. Any costs you pay will be non-refundable if the application doesn’t go ahead.
- There’s a non-refundable application administration fee of £180.00 to carry out a change of borrower’s application. This will be payable once you’ve spoken to one of our advisors and told us you want to go ahead with the application.
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.
- Print off the third-party authority form.
- Call us on 0330 159 7152 and we’ll post a form out to 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.
Step 1Choose 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.
Step 2Complete 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.
Step 3We’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.
Step 4We’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’ll need to renew the third-party authority every 12 months if you want it to remain in place. This also means we can be sure our records are up to date. We won’t contact you to tell you when it ends so it’s important you remember to complete a new form if you want the third-party authority to stay in place.
- All you need to do is print off the third-party authority form, or call us on 0330 159 7152 and we’ll post a form out to you. If we don’t hear from you, we’ll remove the authority.
Things you should know…
- Adding a third-party to your account doesn’t change your agreement with us. This means it won’t make them responsible for your debt or give them an interest in your property.
- If your chosen third party would like more information about how their personal information is used, they can look at our Privacy Notice
- You may want or need someone to be able to have more control over your account than a third-party authority allows. This may be due to your health, or not being in a position to make decisions for yourself. If this is the case, you’d need to apply for a Power of Attorney. You can do this yourself or get a solicitor to handle the application for you. For more information, or to check whether this may be the best option for you, you can visit: www.gov.uk/power-of-attorney.
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.
Important Information
- All applicants will need to provide us with proof of income.
- It will be helpful to have information like payslips, bank statements and how much you spend on day-to-day living expenses ready for your appointment. Work out how much you can afford using our helpful budget planner.
- As part of your application, you will need to appoint a solicitor and pay any associated costs.
- There is a non-refundable application administration fee of £200.00 to port your mortgage to another property. You’ll also need to cover the cost of a valuation of your new property.
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.
Important information about letting your property
- You’ll need our permission to let your property. This is known as “consent to let”.
- We’ll agree for you to let the property for a maximum of 12 months. If you wish to do this for longer, you’ll need to reapply every 12 months.
- We charge an annual fee of £31.00 to cover the administration costs of us assessing and agreeing your application. You can either pay this fee up front or add it to your mortgage balance. If you add it to your mortgage balance, you will incur additional interest.
- You’ll be responsible for meeting any costs and legal requirements associated with letting your property, for example paying tax on any profit you make from renting out your property, gas safety checks, letting agents etc. You may wish to seek independent financial advice for more information on this.
Online Security
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.
Things you should know
- This service is only available to account holders.
- You can pay up to £5,000 a month using the self-serve facility. If you want to pay more than this, you’ll need to call and speak to one of our agents.
- Payments made after 8:45pm will be applied to your account the following day.
- If you have more than one part to your account (for example, a mortgage and a linked unsecured loan), we’ll split your payment across each of the loans you have with us, in line with your Offer of Loan. If you want your payment to be applied in a different way, you should tell us before you make the payment. You can call our Customer Contact Centre on 0330 159 7152. Phone lines are open Monday to Friday 8:30am – 6:00pm.
Overpayments
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%*.
Overpayment amount | Repayment type | Time saved | Balance reduction | Interest saved |
---|---|---|---|---|
£50 | Repayment | N/A | N/A | £1,740 |
£50 | Interest only | N/A | £6,266 | £2,913 |
£100 | Repayment | 1 mth | N/A | £3,477 |
£100 | Interest only | N/A | £12,531 | £5,827 |
£200 | Repayment | 4mths | N/A | £6,926 |
£200 | Interest only | N/A | £25,063 | £11,654 |
*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 (£).
- If you pay by Direct Debit and would like to set up a regular monthly overpayment, please call us on 0330 159 7152.
Phone lines are open between 8:30am and 6:00pm Monday to Friday. - If you pay in any other way simply increase the amount you pay.
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…
Overpayment amount | Time saved | Interest saved |
---|---|---|
£500 | 1 mth | £762 |
£1,000 | 2 mths | £1,512 |
£2,500 | 6 mths | £3,694 |
£5,000 | 11 mths | £7,110 |
Or if reducing the monthly payment…
Overpayment amount | Payment reduction | Interest saved |
---|---|---|
£500 | £6 | £271 |
£1,000 | £12 | £541 |
£2,500 | £32 | £1,351 |
£5,000 | £64 | £2,700 |
*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%*.
Overpayment amount | Payment reduction | Interest saved |
---|---|---|
£500 | £4 | £466 |
£1,000 | £8 | £931 |
£2,500 | £19 | £2,327 |
£5,000 | £39 | £4,654 |
*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 (£).
Payment Methods
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.
To set up a Direct Debit:
Download and complete a Direct Debit mandate and post it to us at:
Landmark Mortgages, PO Box 115, Skipton BD23 9FE.
You should allow 10 working days for us to set up a new Direct Debit. If your next payment is due before then, you should make it in a different way. We’ll send you a letter to tell you when we’ve set your Direct Debit up.
If you’d prefer, you can call our Customer Contact Centre on 0330 159 7152 and we can do it over the phone. Phone lines are open between 8.30am and 6.00pm Monday to Friday. All you need is your sort code, account number and the authority to set up payments from the account.
Things you should know
- Your payments are protected by the Direct Debit guarantee.
- If you have more than one part to your account (for example, a mortgage and a linked unsecured loan), we’ll split your payment across each of the loans you have with us, in line with your Offer of Loan. If you want your payment to be applied in a different way, you should tell us before you make the payment. You can call our Customer Contact Centre on 0330 159 7152. Phone lines are open Monday to Friday 8:30am – 6:00pm.
- If your Direct Debit is rejected by your bank, we’ll add a fee of £6.50 to your account. This is to cover the cost of dealing with this. We won’t charge this fee more than once in a month. We’ll try to take the payment again after seven working days. If you can’t make the payment or want to pay a different way, you should contact us straight away.
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.
Please use the following details to make a payment by bank transfer:
Sort Code: 62-31-87
Account number: 80140262
Reference number: your mortgage account number
Things you should know
- Payments received after 4:00pm, at the weekend or on a Bank Holiday will be applied to your account the following working day.
- If you have more than one part to your account (for example, a mortgage and a linked unsecured loan), we’ll split your payment across each of the loans you have with us, in line with your Offer of Loan. If you want your payment to be applied in a different way, you should tell us before you make the payment. You can call our Customer Contact Centre on 0330 159 7152. Phone lines are open Monday to Friday 8:30am – 6:00pm.
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
Things you should know
- This service is only available to account holders.
- You can pay up to £5,000 a month using the automated payment line. If you want to pay more than this, you’ll need to call and speak to one of our agents.
- You’ll need your account number, date of birth and the numbers from your postcode to use this service.
- Payments made after 8:45pm will be applied to your account the following working day.
- If you have more than one part to your account (for example, a mortgage and a linked unsecured loan), we’ll split your payment across each of the loans you have with us, in line with your Offer of Loan. If you want your payment to be applied in a different way, you should tell us before you make the payment. You can call our Customer Contact Centre on 0330 159 7152. Phone lines are open Monday to Friday 8:30am – 6:00pm.
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.
Things you should know
- This service is only available to account holders.
- You can pay up to £5,000 a month using the self-serve facility. If you want to pay more than this, you’ll need to call and speak to one of our agents.
- Payments made after 8:45pm will be applied to your account the following working day.
- If you have more than one part to your account (for example, a mortgage and a linked unsecured loan), we’ll split your payment across each of the loans you have with us, in line with your Offer of Loan. If you want your payment to be applied in a different way, you should tell us before you make the payment. You can call our Customer Contact Centre on 0330 159 7152. Phone lines are open Monday to Friday 8:30am – 6:00pm.
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 use the following details to set up a standing order:
Sort Code: 62-31-87
Account number: 80140262
Reference number: your mortgage account number
Things you should know
- Payments can take up to five days to reach us and are only received on weekdays (excluding bank holidays).
- You’re in control of your standing order. If your monthly payment amount changes, you’ll need to change the amount of your standing order through your bank. If you don’t do this, you could end up paying too much or too little.
- If you no longer want to pay by standing order, you’ll need to cancel it with your bank. If you don’t do this, your bank will continue to send us the agreed amount (as long as there’s enough money in your bank account).
- If you have more than one part to your account (for example, a mortgage and a linked unsecured loan), we’ll split your payment across each of the loans you have with us, in line with your Offer of Loan. If you want your payment to be applied in a different way, you should tell us before you make the payment. You can call our Customer Contact Centre on 0330 159 7152. Phone lines are open Monday to Friday 8:30am – 6:00pm.
Please make your cheque payable to Landmark Mortgages Limited and post it to us at: Landmark Mortgages, PO Box 115, Skipton BD23 9FE.
Things you should know
- It usually takes five working days for cheque payments to reach your account, so make sure you leave enough time before your payment is due.
- Please write your account number on the back of the cheque in case the cheque gets separated from your covering letter.
- If your cheque is returned unpaid, we’ll add a fee of £6.50 to your account. This is to cover the cost of dealing with this.
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.
Things you should know
- This service is only available to account holders.
- You can pay up to £5,000 a month using the self-serve facility. If you want to pay more than this, you’ll need to call and speak to one of our agents.
- Payments made after 8:45pm will be applied to your account the following day.
- If you have more than one part to your account (for example, a mortgage and a linked unsecured loan), we’ll split your payment across each of the loans you have with us, in line with your Offer of Loan. If you want your payment to be applied in a different way, you should tell us before you make the payment. You can call our Customer Contact Centre on 0330 159 7152. Phone lines are open Monday to Friday 8:30am – 6:00pm.
Personal Loans
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:
- Asking your solicitor to request one.
- Calling us on 0330 159 7152. Phone lines are open between 8:30am and 6:00pm Monday to Friday.
- Writing to us at: Landmark Mortgages, PO Box 115, Skipton BD23 9FE.
- Logging into your account using our secure self-service facility and clicking ‘Redemption’.
Self Service
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.
Things you should know
- This service is only available to account holders.
- You can pay up to £5,000 a month using the self-serve facility. If you want to pay more than this, you’ll need to call and speak to one of our agents.
- Payments made after 8:45pm will be applied to your account the following day.
- If you have more than one part to your account (for example, a mortgage and a linked unsecured loan), we’ll split your payment across each of the loans you have with us, in line with your Offer of Loan. If you want your payment to be applied in a different way, you should tell us before you make the payment. You can call our Customer Contact Centre on 0330 159 7152. Phone lines are open Monday to Friday 8:30am – 6:00pm.
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.
*If you make your payment after 8.45pm, we won’t apply it to your account until the following working day.
Switching Lenders
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.
Together loans
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

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:
- Logging into your account using our secure self-service facility and clicking ‘Redemption’.
- Calling us on 0330 159 7152. Phone lines are open between 8:30am and 6:00pm Monday to Friday.
- Writing to us at: Landmark Mortgages, PO Box 115, Skipton BD23 9FE.
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.

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.
Ways to contact us
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.
*If you make your payment after 8.45pm, we won’t apply it to your account until the following working day.
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.
Call us on 0330 159 7152 if:
- You have a general enquiry – For example paying off your mortgage, changing your repayment type or requesting a document. Phone lines are open Monday to Friday 8:30am-6:00pm*.
- You want to make a payment – Phone lines are open Monday to Friday 8:30am-6:00pm*.
- You’re struggling to pay and need some help – Phone lines are open Monday to Friday 8:00am-8:00pm, Saturdays 9:00am-1:00pm*.
- You have questions or worries about your interest only mortgage – Phone lines are open Monday to Friday 8:30am-6:00pm*.
- Your mortgage term is ending and you don’t have a plan in place – Phone lines are open Monday to Friday 8:30am-6:00pm*.
*Excluding bank holidays
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.
Ways we can help
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.
Important information about changing your payment due date:
- If your new payment due date is later in the month, you’ll pay more interest as a result. This is because the amount you owe will be higher for longer.
- If you choose a payment date at the end of the month, you must make sure that we receive your payment in time to apply it to your account. This is important if you pay by bank transfer or online. You can visit the Making your payment section of our Manage Account page for more information on this.
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.
Important things to consider:
- The shorter the term remaining on your mortgage, the higher your monthly payment. You need to make sure you’ll be able to keep up the higher monthly payments.
- How much you can extend your term by will depend on factors such as your income, age and your chosen retirement date.
- Spreading your payments over a longer term will result in you paying more interest.
- On a repayment mortgage, as long as you make all your monthly payments, your mortgage will be paid off in full at the end of the term.
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.
Important things to consider:
- You should only overpay if you can afford to do so. If you’re unsure whether overpaying is right for you, you may wish to seek independent financial advice to help you with your decision.
- Overpaying might not pay back the full amount you owe by the end of the term. We recommend that you review your repayment plans at least once a year.
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.
Important things to consider:
- The value of savings and investments can go down as well as up so it’s important to check on the progress of your plan regularly to make sure that it’s on track.
- If you’re unsure whether using an investment policy to repay all or part of your mortgage is right for you, you may wish to seek independent financial advice to help you with your decision.
- If your savings or investment aren’t enough to pay back the full amount you owe by the end of the term, you’ll need to think about how you’ll pay back any remaining balance.
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 may wish to:
- Use the equity from your property to buy a cheaper property with no mortgage.
- Move into a rented property or with family.
You’ll need to make sure that you have enough equity in your property to make your plan work.
Important things to consider:
- How much is your property worth and how much money will be left over after you’ve repaid your mortgage?
- How much would a cheaper property cost? Can you afford the difference?
- If you would need to maintain a smaller mortgage, how much could you afford to pay each month? And for how long?
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.
Important information about making lower payments:
- We normally agree for you to pay less than your monthly payment to cover a temporary change in your circumstances, like being out of work or undergoing medical treatment. It isn’t a long-term solution.
- Paying less than your monthly payment may result in your account going into arrears. Once your finances are back on track, we’ll work with you to agree an affordable arrangement to pay the arrears back.
- Each month, we’ll tell credit reference agencies about any arrears on your account. This may make it more difficult or expensive for you to borrow money in the future. You can find more information about how credit file reporting works here.
- If your mortgage is in arrears, you’ll be charged more interest. This is because your mortgage balance will be higher than expected. The additional interest will increase the amount you owe and reduce the amount of equity you have in your property.
- Paying less than your monthly payment may affect your eligibility to use your flexible features (if you have them). You can find out more about the criteria here.
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.
Important information about overpayment arrangements:
- Your overpayment arrangement will typically need to pay back any outstanding arrears by the end of your mortgage term.
- Each month, we’ll tell credit reference agencies about any arrears on your account. This may make it more difficult or expensive for you to borrow money in the future. You can find more information about how credit file reporting works here.
- If your mortgage is in arrears, you’ll be charged more interest. This is because your mortgage balance will be higher than expected. The additional interest will increase the amount you owe and may reduce the equity you have in your property.
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.
Important information about extending your mortgage term:
- Paying back your mortgage over a longer term means you’ll pay less each month. However, because you’ll be paying off your mortgage for longer, you’ll pay more interest and so end up paying more overall.
- How much you can extend your term by will depend on factors such as your income, age and your chosen retirement date.
- You need to consider whether you can afford to pay the mortgage over a longer period, particularly if this goes past your retirement.
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.
Important information about switching your repayment type:
- We normally agree a temporary switch of repayment type to cover a short-term change in your circumstances, like being out of work or undergoing medical treatment. It isn’t a long-term solution.
- When you switch back to your original payment method, your payments will increase. You need to be confident that you can meet these higher payments.
- Your monthly payment will only cover the interest and won’t reduce the balance owed. This means you’ll pay more interest over the remaining mortgage term.
- If you have any arrears on your mortgage, we’ll continue to tell credit reference agencies about these. If you temporarily switch your repayment method, this may impact the information we provide to credit reference agencies. We’ve included an example below to show how this may affect you.
Mr & Mrs A have a repayment mortgage…
- Their monthly payment is £250
- They have arrears outstanding of £250
- We’d report to credit reference agencies that their account is one month in arrears
If Mr & Mrs A reduced their monthly payment to £50 following a temporary switch to interest only…
- Their arrears would remain at £250
- We’d report to credit reference agencies that their account is five months in arrears
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.
Important information about letting your property
- You’ll need our permission to let your property. This is known as “consent to let”.
- We’ll agree for you to let the property for a maximum of 12 months. If you wish to do this for longer, you’ll need to reapply every 12 months.
- We charge an annual fee of £31.00 to cover the administration costs of us assessing and agreeing your application. You can either pay this fee up front or add it to your mortgage balance. If you add it to your mortgage balance, you will incur additional interest.
- You’ll be responsible for meeting any costs and legal requirements associated with letting your property, for example paying tax on any profit you make from renting out your property, gas safety checks, letting agents etc. You may wish to seek independent financial advice for more information on this.
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.
Important information about capitalisation:
- Your monthly payments will increase if we capitalise your arrears to be repaid over your remaining mortgage term. We’ll need to check that you can afford the increased monthly payments.
- If we capitalise your arrears, We’ll tell credit reference agencies you’re now up to date with your payments. If you miss any future payments, we’ll report these to credit reference agencies.
- We’ll add the outstanding arrears to your account on a repayment basis. This is so that you’ll pay the arrears back by the end of your mortgage term. If you want to only pay the interest, we may consider this, but you’ll need to provide us with details of your plan to pay off the balance at the end of the term.
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.
Important information about assisted voluntary sale:
- Once accepted onto the scheme it lasts for six months. During this time, we’ll work with you and the selling agent to achieve a sale. If this time passes and we haven’t achieved a sale, we may extend or remove you from the scheme.
- We’ll pay estate agent and legal costs up to an agreed limit.
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.
Important information about selling at a shortfall:
- We’ll obtain an independent valuation to make sure that the sale price is the true market value of the property.
- You’ll remain responsible for paying back any shortfall amount. There are certain exceptions to this if you’ve been declared insolvent (you’ll need to check with your trustee or the Official Receiver).
- We’ll report the shortfall amount to credit reference agencies and this may affect your ability to borrow money in future.
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.
Important information about voluntary surrender:
- You must have somewhere else to live before handing back the keys.
- All people named on the mortgage must agree to the voluntary surrender.
- Voluntarily surrendering your property may affect your eligibility for housing support from your local authority.
- You’ll remain responsible for the mortgage balance until we sell the property.
- You must maintain appropriate buildings insurance until the property is sold.
- We’ll place the property on the market and attempt to obtain the best sale price.
- We’ll add the costs of selling the property (for example estate agent and solicitor costs) to your mortgage balance.
- Each month, we’ll tell credit reference agencies about any arrears on your account. After we’ve sold the property, we’ll tell them that we brought the property into possession and whether you’ve repaid the mortgage balance in full. This may make it more difficult or expensive to borrow money in the future. You can find more information about how credit file reporting works here.
- If the property sells for less than the outstanding mortgage balance, you’ll remain responsible for paying back any shortfall amount. If the property sells for more than your outstanding mortgage balance (and any other debts secured against the property), our solicitors will send any surplus money to you.
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.
Things you should consider before taking a payment holiday
- We’ll continue to charge interest whilst your payment holiday is in place. This means the amount you owe will increase and you’ll pay more interest overall.
- When your payment holiday ends, we’ll recalculate your monthly payment. It may increase as a result. We’ll write to you to let you know what your new payment will be.
- If your mortgage is on interest only, the amount you will need to pay back by the end of your mortgage term will increase. You should check that your plans are on track to pay back this amount. 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.
- If your financial situation changes, you can still make payments whilst your payment holiday is in place. This means you’ll pay less interest over the term of the mortgage.
Mr & Mrs A have a repayment mortgage…
- There’s 10 years remaining on the term.
- They currently owe £80,000.
- Their monthly payment is £1,030.
After a three-month payment holiday…
- The amount they owe will have increased by over £1,866 because they haven’t paid the interest due.
- Their monthly payment will go up by over £40 a month. This is because we would recalculate their mortgage payment to make sure they’ll repay their balance by the end of the term.
- They’ll pay more interest over the term of their mortgage unless they make overpayments in the future.
If their mortgage was on interest only, their monthly payment would have gone up by over £14 a month. But the amount they would need to pay back at the end of the term would have increased by over £1,895. They’ll also pay more interest over the term of their mortgage.
Check if you’re eligible
You may be able to apply for a payment holiday if:
- You’ve made your full mortgage payment on time for the last nine months or you’ve previously overpaid by more than the amount of the payments you want to miss.
- You’re up to date with your mortgage payments.
- You can afford the increase to your mortgage payment after the payment holiday ends.
- You’re not (and haven’t previously been) bankrupt or in an Individual Voluntary Arrangement (IVA).
- You’re not in a Debt Management Plan (DMP).
- You don’t receive support from the Department for Work and Pensions (DWP).
- You’re not in breach of your mortgage terms & conditions (for example, you can’t be letting the property without our permission).
- All parties to the mortgage agree to the payment holiday (where there is more than one person named on the mortgage).
- Call us on 0330 159 7152.
Phone lines are open between 8:30am and 6:00pm Monday to Friday.
When you speak to us, we will:
- Ask you when you want your payment holiday to start. This must be the first day of a month, so we recommend contacting us at least 10 days before this, to allow us enough time to process your application.
- Carry out an affordability assessment to make sure that the increased payments are affordable. It will be helpful to have information like payslips, bank statements and how much you spend on your household bills ready when you call. If you’re unable to provide us with this information, it may delay the application process.
- Use information from credit reference agencies. If you have any missed or late payments on other credit commitments, defaults or County Court Judgments (CCJs), this may affect our decision.
- If we can’t offer you a payment holiday and you’re going to struggle to make your mortgage payment, we’re here to help. You can reach our customer assistance team and speak to one of our experienced agents by calling 0330 159 7152. Their phone lines are open Monday to Friday 8:30am – 6:00pm. Or, if you’d prefer you can send us a secure message using our self-serve facility.
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.
- Sending us a secure message through our self-serve facility.
- Calling our customer services team on 0330 159 7152.
Phone lines are open Monday to Friday 8:30am – 6:00pm.
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.
Important things to consider
- How much is your existing property worth and how much would a cheaper property cost? Could you afford a mortgage for the difference?
- How will you pay back the smaller mortgage? Will you convert it to repayment over the remaining (or a longer term) or do you have a repayment plan (like an investment or pension) which will pay off the smaller mortgage by the end of the term?
- The new property would need to be acceptable security for a mortgage (either with us or a new lender).
- You will need to meet eligibility criteria for a mortgage with a new lender, you may wish to seek independent financial advice to understand if this is the right option for you.