Making payments
We can only accept online debit card payments if the cardholder name matches with the name of the person currently logged in to the account.
We’re unable to accept online card payments from any nominated third parties authorised on your account. Instead, we have alternative payment options available.
Your card details will not be stored on file. You’ll need to re-enter your card details for any future payments.
You can log in to our Self-Serve portal and make a payment online but there is a risk that your Direct Debit payment will also still be collected. To avoid this, please call us on 0371 472 2032 to speak with one of our advisers who’ll be able to confirm the best approach to avoid a duplicate payment.
Whenever you make a payment online, you’ll see an immediate on-screen notification to confirm we’ve successfully taken your payment.
If you opt-in, we can send you a text message notification to a UK mobile number at the time you make an online payment. We’ll confirm in that message when your payment has been processed.
You can also view your last three payments in the Account Summary screen. Any recent payments will be added to your online account, usually within 24 hours.
If you made your payment after 8:30pm, it may not be shown on your online account for 48 hours.
By selecting ‘Other amount’ in the Make a Payment screen, you can choose the payments you want to make. There’s no limit to the number of individual payments you make, however there is a maximum amount you can pay online each month.
The remaining payment balance you can make this month is shown above the Payment Amount. This value will refresh after every payment you make and will reset on the first day of each calendar month.
Yes, any payments made towards your temporary payment plan or arrears will be accepted.
When making the payment, you can log in to our Self-Serve portal and send us a secure message and we can apply your payment to a different sub-account and reply to your request online. You can also make a bank transfer to individual sub-accounts.
Yes. You can log in to our Self-Serve portal and download a new Direct Debit form. Complete the form with your new bank details and return it to us using the address on the form.
Alternatively, call us on 0371 472 2032 and we can amend this over the phone. We’ll need your new bank details and the authority to set up payments from your account.
Please allow at least 10 working days for your Direct Debit to be set up. If your monthly due date has passed or there are less than 10 working days left in the month, your Direct Debit will be set up for the following month and you will need to arrange to pay another way for the current month.
Yes. Call us on 0371 472 2032 and we’ll guide you through the process.
Yes. You can cancel your Direct Debit at any time by calling us on 0371 472 2032. Please allow up to five working days for your Direct Debit to cancel. You can also cancel your Direct Debit with your bank.
Please make sure you’ve arranged another way to make your mortgage payment.