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.
- Make monthly debit card payments quickly and securely.
- Make a lump sum overpayment by debit card.
- Find our account details so you can make a bank transfer to us.
- Request account information from us, such as a redemption statement.
- Find details of your new payment amount when this has changed due to an interest rate change.
- Check and update your contact or correspondence details.
- 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.
Who can register
Only customers named on the account can register. This means that whilst most customers can use Self-Serve, there are some restrictions.
Self-Serve is unavailable for:
- Individuals who have a third party authority or power of attorney for someone else’s account.
- Anyone acting on behalf of a deceased customer.
- Accounts that have redeemed (paid off).
How to register for 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 related to your mortgage or loan.
- Your date of birth.
- The amount of your most recent mortgage or loan payment (you can usually find this on your most recent bank statement).
For joint accounts, each person will need to register individually to use the service.
Once you’ve registered for Self-Serve you can sign in to access your account at any time.
Making debit card payments
Debit card payments made via Self-Serve after 8:30pm 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.
You’ll see an immediate confirmation on screen that we’ve taken your payment. However, depending on when you make a payment, it may take up to 48 hours to show as a recent payment in Self-Serve.
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.
