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Important Information

We’ll be carrying out essential system maintenance from the evening of Friday 3 July and throughout Saturday 4 July and Sunday 5 July. During this time, our online Self-Serve system will be unavailable, and all phone lines (including our automated payment service) will be closed. If you usually make your monthly payment during this period, please arrange to do so before or after this weekend closure. We apologise for any inconvenience and appreciate your patience while we complete this important work.

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

Redemption Statement - if you are requesting a redemption statement on behalf of a solicitor and they are registered with Lender Exchange they can request and print a statement directly from the portal, followed up by a postal copy. This is the quickest way to obtain a redemption statement.

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Contact Us

Visit our website for a wide range of information, useful tools and how to get in touch if you need to contact us.

Forgotten Username?

If you’ve forgotten your password, username or passcode you can change these online by selecting the ‘Forgotten Username’ or ‘Forgotten Password’ options and follow the instructions.

For any other queries or to unlock your account, please call us for support.

What is registration?

Registration enables you to use the online self-service facility securely.

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.

Who can use the online Self-Serve facility?

Only customers named on the account can sign in or 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)

I need a one-time password (OTP) as I have a new mobile number

If you no longer have access to the UK mobile number you registered with, or you now have a non-UK mobile number – please call us and we’ll provide you with the OTP code to get you signed in.

Once you have access to your online account, you can make a change to the UK mobile phone number registered.

I no longer have a UK mobile phone number - how do I access my account?

If you now have a non-UK mobile number – please call us and we’ll give you an OTP code to help you sign in.

Once signed in, you can switch off the Multi Factor Authentication feature or you can call us each time you need the OTP code to login.

My account is locked, how do I sign in?

To help you sign in, please call us to unlock your account.

How long can I stay signed into my account?

We want you to stay secure whilst online with us, therefore we’ll automatically sign you out of your account after 10 minutes.

How am I impacted if the interest rate changes?

If you’re impacted by a change in interest rate, we’ll write to you at least four working days before your interest rate changes to tell you your new rate and monthly payment amount.

You don’t need to do anything until you receive our letter.

If your interest rate and monthly payment are due to change at the start of the next month, you’ll find details of your new rate, payment amount and the date when this will apply in Self-Serve.

This information will be available in the Account Summary screen after we have processed the rate change on your account. We’ll do this as soon as possible, although it can sometimes take several days.

If you call us, we won’t be able to confirm your new rate and payment until it’s also showing in Self-Serve. So, if it’s not there, please check back later.

For more information about rate changes, please see our website.