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 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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Who has to pay the mortgage?
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. Missed payments can affect the credit score for all borrowers.
Only one bank account can be used for your Direct Debit, so you’ll need to agree how payments are split and how it’s paid. All borrowers are jointly and severally liable for the entire payment amount. This means that you’re each responsible for the full monthly payment. Visit our payments page for details.
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How do you keep my details private?
It’s important to let us know if your name, address, or contact details change. You can update your details through your hub or our website. We won’t share your personal details with the other borrower unless everyone confirms they’re happy for this to happen. We’ll add an alert to your account to let us know that personal data shouldn’t be shared with other borrower(s) until then. Let us know if you’d like us to remove this alert by confirming you don’t mind us sharing your data with the other borrower.
Until all borrowers confirm they’re happy for their information to be shared, we can’t upload documents to your hub if you have different correspondence addresses. This is because any documents uploaded to the hub can be seen by everyone who has registered.
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Can I make changes to my mortgage?
All borrowers will need to confirm they’re happy to make changes to your mortgage. This includes removing someone, changing your interest rate or the length of your mortgage. We’ll do our best to contact any borrower who’s moved out if you’re not in touch with them.
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What other help is available?
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. Visit GOV.UK or contact Citizens Advice to understand your rights relating to your property or money following a separation. 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 the property?
All legal owners must agree to sell. Any leftover money after repaying the mortgage is called equity. How this 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 sale doesn’t cover 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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How do I remove a borrower but keep the property?
You can apply for a Transfer of Equity if you want to change who’s named on your mortgage. This means we’ll close your existing account and set up a new one in your name(s). In order for us to consider an application for a Transfer of Equity:
- The borrower who wants to stay on the mortgage must start the application
- The person being removed must also agree to give up legal ownership of the property
- The application must meet our lending policy. This includes affordability checks and credit history
- You’ll need to show you can afford the extra cost if you’re borrowing more to buy the other person’s share.
You can also apply to:
- Add someone new to the mortgage. They must meet our lending criteria and live in the property, unless the mortgage is a Buy to Let
- Pay off your mortgage with us and take out a new one with another lender.
If you want to be removed from the mortgage but can’t contact the other borrower, we’ll try to reach out to them on your behalf. We can tell you about the progress of the application if you ask us, but we can’t share their personal or application details as it relates to a new mortgage. We’ll continue to provide information on the mortgage you’re named on.
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Can I stay as legal owner of the property but come off the mortgage?
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 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 need to apply for a Transfer of Equity to make changes to the mortgage. You’ll have to instruct a solicitor from our approved panel.
If its not possible to change the mortgage, a solicitor can still update the legal ownership with our consent. We’ll charge an 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?
We know break ups can feel overwhelming, and it can be hard to know where to turn. The following organisations offer free and independent advice.
You can apply for a third party mandate if you want someone to talk to us about your mortgage. It’s up to you to choose what details we share with them, but they can’t make changes to your account. We can only share personal information with a third party about the borrower who appointed them.
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What if I experience financial or domestic abuse?
Your safety and privacy are our priority. Anything you tell us about your situation will be kept confidential. 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. Our domestic and financial abuse page has more information on how we can support you.
The following charities can help.
- Women’s aid: support for women affected by domestic abuse
- Mankind initiative: help for men to escape domestic abuse
- Refuge: help women and children who are affected by domestic abuse.
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What should I do next?
- Visit our money worries page if you’re worried about paying your mortgage. Talking to us won’t affect your credit score or your mortgage. The earlier you get in touch, the easier it is 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
- Look at our Tariff of Mortgage Charges for details on fees and costs.
Your property may be repossessed if you do not keep up repayments on your mortgage.
A long-term illness not only affects your health. It can impact your daily routine and your finances. Whether you’re dealing with an injury, illness or a physical condition, we understand how challenging this time can be. We’re here to help.
If you need extra help managing your account, are worried about paying your mortgage or want to know how we can support you, get in touch to let us know. When you call, we’ll talk through your situation so we can work out how we can help you.
This could mean:
- Changing when or how we contact you
- Asking someone you trust to talk to us for you. You’ll need to apply for third party mandate
- Choosing someone to help you make decisions, either together or on your behalf. To do this, you’ll need to set up a power of attorney
- Talking through your options for your mortgage if your illness impacts your finances or ability to work.
Visit our money worries section if you’re worried about paying your mortgage. Talking with us won’t affect your credit score. The sooner you get in touch, the easier it is for us to help.
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 this happens to you, and you’re worried about paying your mortgage. We’re here to help, and talking to us won’t impact your credit score or your mortgage
Every year, thousands of people get support from their mortgage lender. The earlier you get in touch, the easier it will be for us to help you.
How can you help if I’m worried about paying my mortgage?
- Switch to a new fixed rate deal, which could lower your monthly payments. Visit our get a new deal page if you’re on a variable rate or your fixed rate ends 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 can’t get a new deal or Mortgage Charter support. It includes practical advice and steps you can take next.
Free and Independent Advice
You don’t have to face money worries alone. These organisations offer free, confidential support:
Your property may be repossessed if you do not keep up repayments on your mortgage