Manage Account
Use this section to explore your options and take common account actions
- Making your payment
- Making overpayments
- Paying off in full
- Bereavement
- Update your details
- Flexible features
- Credit file reporting
- Contact Us
Making your payment
We want making payments to be as pain-free as possible so we have a variety of options available. You can choose the one that best suits your needs.
Your payment needs to reach us by your due date each month. If your due date is no longer suitable for you, please let us know and we can change it. Just remember that the new date must still be within the same month.
Please check how long it takes for payments to reach us by your chosen method as they do vary.
If we don’t receive your payment in the month that it’s due, your account may go into arrears or any existing arrears may increase. If your account is in arrears, you’ll be charged more interest. This is because your balance will be higher than expected. Every month we also 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.
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.
Making overpayments
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. If you have an interest only mortgage, 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 during the term of your mortgage.
Things you should know:
- 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.
- Your overpayment won’t cover your normal monthly payment, unless you contact us to request that this happens.
- If you have any outstanding arrears, we’ll use the overpayment to clear these first. We’ll then split the remaining overpayment across each of the loans you have with us. Just like we do with your monthly payments. If you want your overpayment to be applied in a different way, you should tell us before you make the payment.
- We can only accept payments made from a named account holder, or someone who holds third-party authority on your account with permission to make payments. If you want another person to make payments on your account, download a form here.
- As part of our due diligence checks we may ask you to provide details of where the money is coming from.
- If you have an interest only mortgage, 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.
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 (£).
Paying off your mortgage in full
You can pay off your mortgage in full at any time. This is known as redeeming your mortgage. We don’t charge any early repayment charges but you may need to pay a discharge of mortgage fee of up to £250 for paying off your mortgage early. You can find out if you need to pay this fee and how much it is 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.
Find out how much you owe
You can do this by requesting 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. It will also tell you how to make the final payment. If you’re not using a solicitor to pay off your mortgage, we may ask you questions about where the money came from. This is to meet our regulatory obligations.
We aim to send out all redemption statements within five days of receiving a request. If you need it sooner, you should call us and let us know.
If you have a ‘together’ loan (a mortgage with a linked unsecured loan) you should read the important information below before requesting a redemption statement.
- Asking your solicitor to request one.
- Logging into your account using our secure self-serve 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.
You’ll need to tell us what date you intend to pay off your mortgage so we can calculate the amount you’ll owe on that date. The amount shown on the redemption statement will only be valid until that date. If we receive your payment after that date, it might not be enough to pay off the mortgage in full.
Important information for customers with ‘together’ loans
- These are mortgages with a ‘linked’ unsecured loan.
- When you or your solicitor ask us for a redemption statement, you’ll need to tell us which part of your loan you want to pay off. This could be both your mortgage and unsecured loan, just your mortgage or just your unsecured loan. If you don’t tell us which part you want to pay off, we’ll assume that it’s both your mortgage and unsecured loan.
- If you pay off your mortgage but not the unsecured loan, the interest rate on your loan will increase by up to 8%. You can find out exactly how much it will increase 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.
Once we’ve received your payment
- Once your mortgage has been paid in full, we’ll get it settled and closed down within 15 working days of receiving your payment. If you’ve paid too much, we’ll send this money back to you. Don’t forget to give us your new address if you’ve moved house.
- If your property is in England or Wales, we’ll release our charge over your property with HM Land Registry. If you live in Scotland, you’ll need to ask your solicitor to do this for you.
- We’ll then write to you to let you know that you’ve paid off your mortgage. If we hold your title deeds, we’ll send these back to you (or your solicitor, if you have one acting for you).
Worried about your mortgage payments?
If you’re thinking about paying off your mortgage because you’re finding it difficult to make your payments, we might be able to help.
Call us on 0330 159 7152. Phone lines are open Monday to Friday 8:30am – 6:00pm, Saturday 9:00am – 1:00pm. Or if you don’t feel up to speaking to us, there are lots of other places to go for help. Check out our Independent Resources section for details of the debt advice organisations that we work closely with who can provide free help and support with your finances.
Bereavement
We’re here to help
We understand that losing someone close to you can be very difficult and there’s lots of things to take care of. We’re here to help you through this difficult time by making the process of dealing with the mortgage as simple as possible.
Tell us about the death
- Calling us on 0330 159 7152.
Phone lines are open between 8.30 am and 6.00 pm Monday to Friday. - Logging in to your account (if you are named on the mortgage) and sending us a message using our secure self-serve facility.
- Writing to us at:
Landmark Mortgages, PO Box 115, Skipton, BD23 9FE.
What we need to know:
- Name and address of the account holder who has died
- The mortgage account number
- The date of death
- Your details such as your full name and contact details
- Whether you will be dealing with the estate
You don’t need to worry about sending us a copy of the death certificate, as we’ll obtain a copy on your behalf. If this isn’t possible, we’ll let you know.
Independent help There are lots of places you can reach out to if you need some support to take care of your wellbeing, or to get some advice. You can find more information and download a copy of our ‘Taking control of your finances (Your resources)’ factsheet, on our Independent help page.
The next step depends on whether the mortgage is in sole or joint names.
Sole borrowers
If the property is in England or Wales, you‘ll need to provide either:
-
- The original or a certified copy of the Grant of Probate (if there’s a will) so we can record the details of the executor(s).
- The original or a certified copy of the Letters of Administration (when there’s no will) so we can record the details of the Administrator of the estate.
If the property is in Scotland, you’ll need to provide the original or a certified copy of the Certificate of Confirmation.
If you’re not sure whether you need to get probate or confirmation, you can contact a probate specialist or a solicitor for guidance. They can help you determine if you need this and walk you through the next steps.
The mortgage will then need to be repaid, which will usually be from the sale of the property or the proceeds of a life insurance policy. The mortgage will need to be repaid within 12 months from the date we were notified about the death (or 18 months if it’s a lifetime mortgage).
We understand the process can take some time. If you’re not able to repay the mortgage within the above timescales, it’s important that you let us know and keep in touch so we can understand your circumstances and try to work with you to give you the time you need.
If we don’t hear from you and we’re unable to agree a solution, we may instruct solicitors to take possession action. This is always a last resort and something we’ll only do when we’ve exhausted all other options.
Joint borrowers
After we receive the death certificate, we’ll update our records. The remaining borrower will be solely responsible for repaying the mortgage.
If you’re the remaining borrower and you’re worried about how you’ll afford to make your mortgage payments, we can help. Please call us on 0330 159 7141. Phone lines are open Monday to Friday 8:30am – 6:00pm, Saturday 9:00am – 1:00pm.
What happens with ownership of the property will depend on whether the property was held as joint tenants or tenants in common. For information on how you can check this, visit HM Land Registry.
Ownership of the property will depend on whether the property was held as joint tenants or tenants in common.
Joint tenants
The deceased borrower’s interest will automatically transfer to the remaining borrower(s).
Tenants in common (known as joint owners in Scotland)
Each borrower owns a specific share in the property. The deceased borrower’s share won’t automatically transfer to the remaining borrower(s). You’ll need the help of a solicitor to deal with the deceased borrower’s share of the estate.
Important Information
- We’ll continue to charge interest on the mortgage balance until it’s been paid back in full.
- Monthly payments are still due on the mortgage, even after a borrower has passed away. Payments should be maintained from the estate where possible.
- If the mortgage is in or goes into arrears, we won’t charge any arrears fees for 12 months from when you first made us aware of the borrower’s death.
- You may wish to seek independent financial advice about dealing with the property. You can visit our Independent help page. where we have resources and information available.
- Full building’s insurance cover must be maintained whilst there is a balance outstanding on the mortgage. You should let the insurance provider know of any changes that may affect the policy.
Update your details
Over the term of your mortgage, many things can change and it’s important we have the right information for you. Here’s how to deal with the most common changes.
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.
If you need to talk to us about any other changes, you can send us a message using our secure self-serve facility. Just select ‘Update my personal details’ from the dropdown list. Or call us on 0330 159 7152. Phone lines are open Monday to Friday 8:30am – 6:00pm.
Using your flexible features
If your mortgage has flexible features, you may be able to take advantage of a range of options to make life a little easier for you. You can apply to borrow back previous overpayments you’ve made, pay less than your monthly payment each month, or take a payment holiday.
To see if your mortgage has flexible features, please check your latest mortgage offer. Or contact us by:
- Sending us a secure message through our self-serve facility. Just select ‘Flexi Features query’ from the dropdown list.
- Calling our customer services team on 0330 159 7152. Phone lines are open Monday to Friday 8:30am-6:00pm.
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.
Credit file reporting
Every month we provide information to the credit reference agencies about how you’re managing your mortgage (and unsecured loan, if you have one). The credit reference agencies use this information to create your credit file. Here’s some useful information to help you understand what goes into your credit file, what it means, how to obtain a copy of it and where to go for more information.
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.
Contact us
If you have a question and would like to get in touch with us, we’re here to help. You can contact us in the following ways:
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.
Making a complaint
We’re sorry if we haven’t got things right. Telling us about it gives us the chance to fix things for you and stop the same thing happening again in the future.
You can find all the information you need to tell you how to make a complaint here.
Solicitors and conveyancers
If you want to request a redemption statement, you should do this through the Lender Exchange secure online portal. Statements are usually available to access through the portal within 24-48 hours.
For any other queries, please call us on 0330 159 7152. Phone lines are open Monday to Friday 8:30am-6:00pm (excluding bank holidays).