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.
If you have a together loan
We’ll split your payment across each sub-account in line with your terms and conditions. If you want to make a payment to a specific sub-account, you’ll need to make a targeted payment. This will allow you to send your payment directly to your chosen sub-account.
Don’t forget – you need to make your full monthly payment to us each month. If making a targeted payment means you’ll be underpaying on your other sub-accounts, it’s important to talk to us so we can understand your circumstances.
How to make a targeted payment
Please use the following details to make a targeted payment by bank transfer:
Sort Code: 51-70-19
Account number: 80140262
Reference number: The account number for the sub-account you want to make the payment to.
If you want to make the payment online, please make your payment as normal and then send us a secure message to tell us which sub-account you want the payment to go to. We’ll then do the rest. Each of your sub-accounts has its own account number, so it’s best to quote this.
If you’re unsure what to do, please call us on 0330 159 7152 and we’ll be happy to talk you through this or take your payment over the phone.
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 0330 159 7152. Phone lines are open Monday to Friday 8:30am – 6:00pm.
Find out how much you owe
You can use our self-serve facility to get an instant redemption estimate of how much it might cost to repay your mortgage on a date within the next two months or you can request a redemption statement. The redemption statement 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 ‘View Redemption Estimate’ or ‘Redemption Statement’.
- 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 7152. 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.
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).