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.
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.
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.
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 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.
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:
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).