Signing in or registering for Self-Serve
We’re planning to make some changes to how customers register for and sign in to Self-Serve.
Before these changes take effect, we’ll need to have a valid email address recorded for you. If we don’t have your email address on file, you won’t be able to sign in without first calling us to provide it.
Although these changes won’t happen for a while we recommend signing in to Self-Serve now to check your contact details and make sure your email address is up to date.
If you have a joint account, you won’t be able to use the same email address for Self-Serve. Each customer registered for Self-Serve will need to provide their own unique email address.
Why use Self-Serve?
Self-Serve is available 24/7 and allows you to manage your mortgage whenever it suits you, without needing to call or write to us. If you haven’t registered yet, now is a great time to do so. You can find more information on our Using Self-Serve page.
Once you’ve registered and signed in, please remember to add or update your email address in your contact details.
While you’ll need your email address to access your online account in the future, we don’t correspond with customers via e-mail. Instead, you can log in and contact us through Self-Serve secure messaging at any time. It’s simple to use, and we’ll always acknowledge any secure message you send.
How to add or update your e-mail address in Self-Serve
Adding or changing your email address in Self-Serve is quick and easy. Simply sign in, click on your username at the top of the page, and select ‘Change Contact Details’.
Enter your new email address, click ‘Next’, and confirm the change by entering your password. Once you click ‘Submit’, your details will be updated.
Making your payment this month
If you don’t pay by Direct Debit and need to make a manual payment this month, please remember your payment must reach us before the end of January.
It’s important to note the last day of this month is a Saturday and any payments received after 31 January may affect your credit file and your account could fall into arrears.
How you can pay
Bank transfer online
Payments received by bank transfer can only be applied to your account on a working day (Mon- Fri ) They can’t be applied to your account over a weekend, so you must consider this when making a payment this month.
We recommend that you make your bank transfer no later than 1.45pm because your payment may not be sent to us immediately. If we haven’t received your bank transfer before 3.45pm on Friday 30 January (the last working day of the month), it won’t be applied to your account until the next working day.
Debit card
You can pay online using our Self-Serve facility.
Payments made after 9pm on weekdays (including bank holidays) 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. You can also call us to make a debit card payment,
Calling us
If you usually call us to make a debit card payment, please make sure you’re aware of our opening times, as you may need to contact us earlier than usual this month. Our phone number is 0370 703 0312. You may also be able to use our automated payment line or our online.
You can find out more details about all our payment methods here.
Making your payment this month
If you don’t pay by Direct Debit and need to make a manual payment this month, please remember your payment must reach us before the end of January.
It’s important to note the last day of this month is a Saturday and any payments received after 31 January may affect your credit file and your account could fall into arrears.
How you can pay
Bank transfer online
Payments received by bank transfer can only be applied to your account on a working day (Mon- Fri ) They can’t be applied to your account over a weekend, so you must consider this when making a payment this month.
We recommend that you make your bank transfer no later than 1.45pm because your payment may not be sent to us immediately. If we haven’t received your bank transfer before 3.45pm on Friday 30 January (the last working day of the month), it won’t be applied to your account until the next working day.
Debit card
You can pay online using our Self-Serve facility.
Payments made after 9pm on weekdays (including bank holidays) 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. You can also call us to make a debit card payment,
Calling us
If you usually call us to make a debit card payment, please make sure you’re aware of our opening times, as you may need to contact us earlier than usual this month. Our phone number is 0370 703 0312. You may also be able to use our automated payment line or our online.
You can find out more details about all our payment methods here.
Making your payment this month
If you don’t pay by Direct Debit and need to make a manual payment this month, please remember your payment must reach us before the end of January.
It’s important to note the last day of this month is a Saturday and any payments received after 31 January may affect your credit file and your account could fall into arrears.
How you can pay
Bank transfer online
Payments received by bank transfer can only be applied to your account on a working day (Mon- Fri ) They can’t be applied to your account over a weekend, so you must consider this when making a payment this month.
We recommend that you make your bank transfer no later than 1.45pm because your payment may not be sent to us immediately. If we haven’t received your bank transfer before 3.45pm on Friday 30 January (the last working day of the month), it won’t be applied to your account until the next working day.
Debit card
You can pay online using our Self-Serve facility.
Payments made after 9pm on weekdays (including bank holidays) 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. You can also call us to make a debit card payment,
Calling us
If you usually call us to make a debit card payment, please make sure you’re aware of our opening times, as you may need to contact us earlier than usual this month. Our phone number is 0370 703 0312. You may also be able to use our automated payment line or our online.
You can find out more details about all our payment methods here.
Making your payment this month
If you don’t pay by Direct Debit and need to make a manual payment this month, please remember your payment must reach us before the end of January.
It’s important to note the last day of this month is a Saturday and any payments received after 31 January may affect your credit file and your account could fall into arrears.
How you can pay
Bank transfer online
Payments received by bank transfer can only be applied to your account on a working day (Mon- Fri ) They can’t be applied to your account over a weekend, so you must consider this when making a payment this month.
We recommend that you make your bank transfer no later than 1.45pm because your payment may not be sent to us immediately. If we haven’t received your bank transfer before 3.45pm on Friday 30 January (the last working day of the month), it won’t be applied to your account until the next working day.
Debit card
You can pay online using our Self-Serve facility.
Payments made after 9pm on weekdays (including bank holidays) 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. You can also call us to make a debit card payment,
Calling us
If you usually call us to make a debit card payment, please make sure you’re aware of our opening times, as you may need to contact us earlier than usual this month. Our phone number is 0370 703 0312. You may also be able to use our automated payment line or our online.
You can find out more details about all our payment methods here.
You can use Self-Serve to:
- Check your monthly payment details, see recent payments made and the total amount you currently owe.
- See your remaining term, current interest rate and repayment type.
- Find details of your new payment amount when this has changed due to an interest rate change.
- Make monthly debit card payments quickly and securely.
- Check and update your contact or correspondence details.
- Make a lump sum overpayment by debit card.
- Request account information from us, such as a redemption statement.
- Send us a query as a secure message – and if you need a response, we’ll aim to reply within five working days.
Please note – not all of these features are available or relevant for customers who have standalone unsecured loans.