Changes to our phone systems

We’ve made some updates to improve our phone systems, and you can now use our automated service to make debit card payments anytime – 24 hours a day, seven days a week.

Our phone numbers haven’t changed, and most customers will be able to use the automated service. Just call the usual number and follow the prompts. To make things quick and easy, have your mortgage account number, correspondence postcode, and debit card handy when you call.

If the automated system isn’t able to process your payment, we’ll transfer you to one of our team members but please note that will only be possible when agents are available to take calls during our general enquiry opening hours.

Payment deadlines at the end of the month

Although our automated system is available 24/7, payments made after 9pm on weekdays, after 5pm on Saturdays, or after 7pm on Sundays won’t be applied to your account until the following day.

This is especially important at the end of the month. If you make a card payment after these times on the last day of the month, your account may fall into arrears, which could affect your credit report.

Making your monthly payment in time

If you’re paying by a method other than Direct Debit, however you send your payment, it must reach us before the end of March.

Please check the deadlines for sending your payment below. If you don’t send your payment before the relevant deadline, it won’t be applied to your account until April. That means your account could fall into arrears and your credit file may be affected.

When you’ll need to pay

Online bank transfer

Payments by bank transfer are only applied to your account from Monday to Friday, and payments received after 3.45pm won’t be added to your account until the next working day. Bank transfer payments aren’t applied to your account at the weekend.

Please ensure that you complete your transfer before 1.45pm on Tuesday, March 31. This should allow sufficient time for your payment to reach us by 3.45pm. If we don’t receive the payment by 3:45pm, it won’t be applied to your account until Wednesday April 1 , and your account could fall into arrears.

Using Self-Serve

If you use Self-Serve to pay by debit card you’ll need to make your payment before 9pm on Tuesday, March 31, or it won’t be applied to your account until the following day, and your account could fall into arrears. Payments made after 9pm on weekdays or after 5pm on Saturday or Sunday will be applied to your account the following day. There are more details on how to use Self-Serve below.

Calling us 

If you call us to pay by debit card, our automated payment service is now available 24 hours a day, 7 days a week. However, you must make your March monthly payment before 9pm on Tuesday March 31. If you pay after 9pm your payment won’t be applied to your account until the following day, and your account could fall into arrears.

If you need to talk to an agent to make your payment, you’ll need to call earlier because you must do so at a time when colleagues are available to speak to you. So, you’ll need to call during our opening hours for general enquiries.

You can find out more about all our payment methods here.

Calling us over Easter

Please note that, because of the Easter holidays, we won’t have any agents available to answer calls on Friday 3 April or Monday 6 April.

However, if you’re having problems paying your mortgage, our specialist colleagues will be available to take calls as usual from 9am to 1pm on Saturday 4 April.

If you would usually call us to make a payment around this time and need to speak to a member of our team to make your payment, you’ll need to call us before or after Easter.

You can still make a debit card payment quickly and securely without speaking to an agent — our automated payment line is now available 24 hours a day, seven days a week. Just call the usual number and follow the prompts.

You can also Sign in to Self‑Serve to make a debit card payment quickly and securely throughout the whole of Easter. See more details about how to register on our Using Self‑Serve page.

Debit card payments made after 9pm on weekdays, after 5pm on Saturdays, or after 7pm on Sundays won’t be applied to your account until the following day.

Planned system maintenance

All our phone lines (including our automated payment service) will be closed because of essential maintenance on Saturday 14 and Sunday 15 March.

Our online Self-Serve system will also be unavailable from 5:30pm on Friday 13 March and for all of Saturday 14 and Sunday 15 March.

If you would usually sign in to Self-Serve or call us to make your monthly payment on these dates, please arrange to do so either before or after the weekend closure. We’re sorry for any inconvenience this may cause.

Here’s a reminder of all the ways you can make a payment.

Planned system maintenance

All our phone lines (including our automated payment service) will be closed because of essential maintenance on Saturday 14 and Sunday 15 March.

Our online Self-Serve system will also be unavailable from 5:30pm on Friday 13 March and for all of Saturday 14 and Sunday 15 March.

If you would usually sign in to Self-Serve or call us to make your monthly payment on these dates, please arrange to do so either before or after the weekend closure. We’re sorry for any inconvenience this may cause.

Here’s a reminder of all the ways you can make a payment.