Using Self-Serve – our online system

Self-Serve is our secure online service that gives you more control over your mortgage or loan, and is available 24 hours a day, 7 days a week.

With Self-Serve, you can find key information about your account and carry out many tasks online, without having to call or write to us:

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.

Please note – not all of these features are available or relevant for customers who have standalone unsecured loans.

Text to follow here about Secure messages.

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Step 1

Sign-in to Self-Serve and click on the Contact Us button at the top of each screen, then click the Send Secure Message button.

Step 2

Complete the form with details of your message – remembering to tell us if you want us to respond to you. You can select from a range of common customer queries using the drop-down box, or you can choose All other queries and tell us the specific details.

Step 3

Review your message and click Submit. You’ll then see confirmation that we’ve received our message at the top of your Account Summary screen.

Take control of your account online

If you’ve already registered on Self-Serve, you can sign in to your account at any time, from any device.

To use Self-Serve for the first time, you’ll need to register and create your secure account.

More information for Self-Serve

How to register for Self-Serve

To register and use Self-Serve, you’ll need to create a username and password. These details will be needed each time you sign in.

You’ll need to confirm the following information when registering for the first time:

Your mortgage or loan account number (see your annual statement or a recent letter we’ve sent you).
The postcode of your property (the ‘security address’) related to your mortgage or loan.
Date of birth (on joint accounts, each person will need to register individually to use the service).
Amount of your most recent mortgage or loan payment (you can usually find this on your most recent bank statement).

Once you’ve registered for Self-Serve you can sign in to access your account at any time.

Who can register for Self-Serve

For joint accounts, each person will need to register individually to use the service.
Only customers named on the account can register.
Individuals who have a third-party authority for someone else’s account won’t be able to register.

Making debit card payments

Debit card payments made via Self-Serve after 9pm on weekdays, after 5pm on Saturday or after 7:30pm on Sunday are usually applied to your account the following day.
However, if you make your payment via Self-Serve on the last day of the month and that day is a Saturday or Sunday, payments made up until 9pm will be applied to your account on the same day.
If your account is in arrears, you may be unable to make your card payment via Self-Serve. If we don’t accept your debit card payment via Self-Serve, you’ll see a prompt asking you to call us instead.

Register or sign in now

To use Self-Serve for the first time, you’ll need to register and create your secure account.

if you’ve already registered, you can sign in to your account at any time.

It’s a good idea to bookmark/favourite the sign in page for quick and easy access in future.

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