We know it can be a difficult time when you lose a loved one. We want to do what we can to help you. Please get in touch to let us know about a bereavement or complete our online bereavement form. Read our bereavement guide which has details on what to do when someone that has a mortgage with us passes away. It also has a list explaining all the different terms and phrases used and the organisations you can go to for support.
You may need to send us proof of identification if you are dealing with the estate of the person who has passed away and need access to the mortgage details. Our proof of identification leaflet lets you know what forms of ID we accept.
‘Tell us once’ service
When you get in touch, let us know of any other accounts we hold with the person who has passed away. We’ll make sure the other teams are made aware of what’s happened. They’ll be in touch with you if they need to.
What if the person I’ve lost isn’t named on the mortgage?
We can still support you if you’ve experienced bereavement for someone who isn’t named on the mortgage. Just get in touch if you’re worried about paying your mortgage, want extra support to communicate with us or need help to manage your account.
Other support
You may find you need other means of support. That’s why we’ve put together a pack which has lots of useful information about what to do when someone close to you passes away.
Your property may be repossessed if you do not keep up repayments on your mortgage
When a relationship ends, it can be tough to know what to do next, especially when it comes to your finances. You might find you need to make decisions about joint financial commitments or future living arrangements. We’re here for you if you need help with your mortgage. Just get in touch to let us know.
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What happens if my mortgage is in joint names?
While you decide what to do with your property, everyone named on the mortgage, known as a borrower, is equally responsible for making sure the payments are made on time. This is the case even if one borrower has moved out. Missing any payments can negatively affect the credit score for all borrowers, so it’s important to stay on top of this.
We can only accept a Direct Debit from one bank account. All borrowers are jointly and severally liable for the entire payment amount. This means that you’re each responsible for the full monthly payment. You’ll need to agree together how much you pay if you split the amount, and how it’s paid. Visit our payments page for details.
Please let us know if you change your name, address, or contact details following a relationship breakdown as it’s important we continue to keep you up to date. We won’t share any personal details with anyone else named on the mortgage. You can update your contact details through your hub or our website.
We currently can’t upload any documents to your hub if there are different correspondence addresses on your account. This is to help keep your address private, as any documents uploaded to the hub will be seen by everyone who has registered.
All borrowers will need to sign paperwork confirming any changes to your mortgage. For example, removing someone, changing your interest rate or the length of your mortgage. We’ll do our best to contact any other borrower if they’ve moved out and you’re not in touch with them.
You can apply for Third Party Authority if you want someone to talk to us about your mortgage for you. You can set this up through your hub, send us a request or ask us to post you a form. It’s up to you to choose what details we share with them. We can only provide information about the mortgage to the third party, meaning they can’t make any changes to your account. We can only share personal information with a third party that relates to the borrower who appointed them. Third parties are not able to receive personal information relating to any other borrower.
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What are my options?
We understand that going through a breakup can be difficult and knowing what steps to take next can feel daunting. There are lots of organisations you can contact for help. You can visit GOV.UK or contact Citizens Advice to understand your rights relating to your property or money following a separation. There are more support organisations are listed below. You may want to speak with a financial or legal adviser, but they may charge a fee for this.
You can also check if you’re able to get free legal aid.
Once you decide what you want to do, get in touch so we can help with your mortgage.
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Can I sell my property to pay off the mortgage if it’s in joint names?
When you’re ready for this to happen, everyone named as a legal owner of the property will need to agree to selling it. Any money left over once your mortgage is repaid is known as equity. How this equity is split depends on many different factors. You’ll need to discuss this with a solicitor. Please note, they may charge a fee for this.
If the property is sold for less than the outstanding mortgage balance, the remaining amount is known as a shortfall. All borrowers are jointly and severally responsible for paying the shortfall. This means you either pay the whole amount together or one of you pays the entire amount. We may take action to recover the shortfall against both or either of you.
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Can I remove a borrower from the mortgage if I want to keep the property?
You’ll need to apply to remove them from the current mortgage, which is known as a Transfer of Equity. The person being removed must also agree to no longer be a legal owner of the property. For a Transfer of Equity, your application must meet our lending policy. We’ll work out how much you can afford and check your credit history to make sure you can pay the mortgage on your own. You’ll need to show you can afford any extra costs if you want to borrow more to buy the other borrower’s share of the property.
You can also apply to add someone else to the mortgage if you want to. We’ll also assess their affordability. They must meet our lending policy and live in the property, unless the mortgage is a Buy to Let.
We’ll close your existing account and set up a new one in your name(s) if your application is approved.
You could also choose to pay off your mortgage with us and take out a new one with another lender.
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Can a joint borrower be removed from the mortgage but stay named as a legal owner of the property?
We won’t remove a borrower from the mortgage if they want to remain a legal owner of the property. Please seek independent legal advice if you want more information.
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What should I do if I have a court order stating the property now legally belongs to one borrower?
The court order is between you and the joint borrower. You should seek legal advice to make sure you are meeting any requirements within the court order, including specific timescales.
You’ll need to apply to remove a joint borrower from the mortgage before we make any changes to the account. Both you and the property must meet our lending policy. We’ll work out how much you can afford and check your credit history to make sure you can pay the mortgage on your own. You must instruct a solicitor to change the legal ownership of the property. The firm must be on our approved panel, or we can appoint one for you.
If your application to remove a joint borrower from the mortgage is unsuccessful, you can still appoint a panel solicitor who can apply to change the legal ownership of the property. They’ll need to contact us so that we can consent to this change, but the mortgage will stay the same. We will charge a £100 admin fee to do this. You’ll need to speak to a solicitor or an independent financial adviser about how you can meet the terms of your court order. There may be a charge for this.
Whilst the joint borrower is still named on the mortgage, you’re both responsible for making sure the full monthly payment is paid on time. They’ll also have to agree to any future changes to the mortgage, including switching your interest rate. Missing any payments can negatively affect the credit score for all borrowers.
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Where can I get further help and support?
During challenging times, such as a breakup, it can be hard to know where to turn. The following organisations can help with any concerns or questions you have. They offer free and independent advice:
- MoneyHelper – calculate what your separation or divorce could cost
- GOV.UK – offer practical information about your rights and responsibilities
- Citizens Advice – give details on how to access affordable legal help
- Relate.org.uk – offer relationship support, advice, and counselling online, over the phone and face-to-face.
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What if I’m experiencing financial or domestic abuse?
We’re here for you and have a specialist team to support you. We understand the importance of keeping you and your information safe at this time so anything you tell us about your situation will be kept confidential and we’ll make sure your personal data and contact details remain private. Once we understand your circumstances, we’ll work with you to provide the right support.
Complete our support form to tell us how to contact you safely. You can let us know how you would like us to get in touch and when it’s best to contact you.
There are charities which can help too:
- Women’s aid – offer life-saving services with the aim of building a future without domestic violence
- Mankind initiative – help men escape domestic abuse
- Refuge – help women and children who affected by domestic abuse
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What should I do next?
- Visit our help and support page if you’re worried about paying your mortgage following a relationship breakdown. Thousands of borrowers get help from their lender every year. Having a conversation with us won’t affect your credit score. The earlier you get in touch, the easier it will be to help you.
- Visit our guidance page for other things you might want to think about. You’ll find our contact details here if you have other accounts with us
- You may be wondering what fees and charges are involved, Our Tariff of Mortgage Charges has more information.
Your property may be repossessed if you do not keep up repayments on your mortgage
We’re here to help if you’ve been diagnosed with a long-term illness and this means you’re worried about paying your mortgage, need extra support to communicate with us or need help to manage your account. Just get in touch to let us know. When you call, we’ll talk through your situation so we can understand how best to help you.
This could mean:
- Changing how often we contact you, or the way we contact you
- Granting a third party mandate– where you ask someone such as a family member, or close friend to talk to us about your mortgage
- Setting up a power of attorney – where you choose someone to help you make decisions, either together or on your behalf
- Talking through your options for your mortgage if your illness impacts your finances and/or ability to work.
Visit our someone else managing your mortgage page section for more details.
Having a conversation with us won’t affect your credit score. The earlier you get in touch, the easier it will be for us to help you.
Your property may be repossessed if you do not keep up repayments on your mortgage
Losing your job can be hard, especially if it means you’ll struggle financially. Get in touch if you find yourself in this situation and you’re worried about paying your mortgage.
Thousands of borrowers get help from their lender every year. Having a conversation with us won’t affect your credit score. The earlier you get in touch, the easier it will be for us to help you.
How can you help if I’m struggling to pay my mortgage?
- Switching to a new fixed rate deal could make your payments more affordable. It may help you to manage your finances better too. Visit our get a new deal page if you’re on a variable rate or a fixed interest rate which is due to end within the next four months.
- Check out our Mortgage Charter page to see what support you can get if you have a residential mortgage and your payments are up to date.
- Visit our money worries page if you’re already in arrears, or not able to switch your rate or apply for Mortgage Charter support. This has other information you might find useful, including what to do next.
Further help and support
The following organisations can help with any financial concerns you might have. They offer free and independent advice:
Your property may be repossessed if you do not keep up repayments on your mortgage