Mortgage statements and payments FAQs

To help you along we have put together the most frequently asked questions about mortgage statements below.


Your annual mortgage statement will be sent to you between January and April or, for customers who took out a mortgage after 1 June 2010, on the anniversary of your mortgage start date.

If you’ve changed your address it’s important to keep us updated. Please complete this form, so we can get your address updated for you. If you have not received your annual statement, you can ask for another statement to be sent to you by completing the Mortgage Statement Request form.

If you’d like to go ahead and order a copy of your last annual statement, call us on 0345 835 3380 (for opening times see ‘contact us’ at the bottom of this page) or visit a branch.

This statement shows any charges and costs that have been charged to your account during the year.

We've included the amount that it would cost to close your mortgage for your information. This amount includes any charges that may apply like early repayment charges. You can request an up to date figure using this Request a Redemption Statement form.

We don't send out annual statements for accounts that have been repaid within the year because they would have the same information that was already included in your ending redemption statement. However, if you do need a closing statement, you can request one using the Mortgage Statement Request form.

If you have recently changed where you would like your mortgage statement sent you’ll need to tell us your latest address.

For information on how to change your address, visit our change address page.

There are various reasons why your mortgage balance may increase. For example, you may have had a payment holiday, used some of your historic overpayments, or missed some of your monthly payments. If you’ve taken a payment holiday due to being financially impacted by covid-19, you can find more information around how this impacts your mortgage at our Coronavirus Payment Holidays page. The missed payments are added to the mortgage, which means that the balance is increased. Please call 0345 835 3380 if you require further details about your mortgage balance.

If you have a repayment mortgage, your monthly payment is made up from two parts:

  • The monthly interest
  • An amount that goes towards repaying the amount that you have borrowed

As you pay off your monthly payments, your balance will get smaller and so the interest due will also be less each month. Over time, more of your payment will go towards repaying the mortgage, which will reduce the balance. So you'll gradually repay the mortgage faster and faster.

Your monthly mortgage payment(s) will have gone up if one, or more, of the following has happened:

  • You've missed a payment during the year, which means that your mortgage balance has increased
  • Your fixed-rate, tracker, capped or discounted period may have come to an end and the new interest rate is higher than your previous deal. See how to transfer to a new deal.
  • The amount owing from your payment holiday during the year has been added to your mortgage
  • Charges and costs have been added to your account
  • You've asked for the term on your mortgage to be shortened
  • You've switched your mortgage to a repayment

Your monthly mortgage payment(s) will have gone down if one, or more, of the following has happened:

  • You have made a lump sum payment, reducing your mortgage balance
  • You have made extra mortgage payments, reducing your mortgage balance
  • Your fixed-rate, tracker, capped or discounted period may have come to an end and the new interest rate is lower than your previous deal
  • You've asked for the term on your mortgage to be longer
  • You've switched your mortgage to an interest-only

If you’re paying interest at one of our lender variable rates you may be able to transfer to a different mortgage product.

  • Visit to find information about our mortgage products and ways that you can apply
  • Call us on 0800 056 1088 to speak with a Mortgage Adviser. Lines are open Monday to Friday 8am to 8pm and 9am to 2pm on Saturdays
  • Visit your local branch. Make an appointment for a face to face interview. Details for your local branch can be found on

We may ask you to provide some additional documents to support your application and we’ll let you know what we need at the time you apply.

Your monthly interest is calculated as a twelfth of the whole year, rather than by the number of days for each month. So, for a month with 31 days, the payment will be slightly less than the interest charged. And, where there are fewer days in the month, the payment may be slightly more than the interest charged.

A debit is an amount that has been added to your mortgage balance. It could be:

  • Interest charged

  • Insurance premiums

  • A return of a credit amount that was made to your mortgage account

  • Charges or costs have been added

A credit is an amount that has been taken away from your mortgage balance. It could be:

  • Any payment that has been received on your mortgage account
  • A refund of a debit amount that was made to your mortgage account

If charges and costs are payable and not paid straightaway, then it will be added to your mortgage, appearing under sub-account 99, and interest will be charged on it. You can choose to repay the charges and costs/balance of sub-account 99 at any time to stop any further interest accruing.

If your mortgage has interest that is charged daily, this is reduced as soon as we receive a payment. The interest is then calculated based on the lower balance. The monthly payment will not change at this time.

If your mortgage has interest charged on an annual basis, your balance will go down straightaway. However, the balance on which interest is charged will not go down until 31 March. Interest for the following year will then be calculated on the reduced balance.

When we recalculate your monthly mortgage payment, we use any overpayments you have made to reduce what you owe; once we have done this, you will need to start building up new overpayments before you will be able to underpay again.

More information on making extra payments and how you can do this can be found on our Mortgage Overpayment page.

Tell us as soon as possible if you are having problems repaying your mortgage or think that you might experience problems in the future. You can talk to us in confidence and our Mortgage Advisers will do everything that they can to help you, including providing information to help with financial difficulties, such as claiming state benefits or getting financial advice.

If you have already fallen behind with your payments, please complete an income and expenditure form and we'll get back to you within five working days. Alternatively please call us on  0345 835 3374 . We're here from 8am - 7:30pm Monday to Friday (except bank holidays) and 8am - 12:30pm on Saturdays.

If you can't find the answer to your annual statement query from the above FAQs, you can request a call back from us by using our Mortgage Statement Request form.