Questions about the Mortgage Charter

  • What is the Mortgage Charter and how does it affect my Engage Credit Mortgage?
    • On Monday 26 June, the government announced a Mortgage Charter which sets out the standards lenders who sign up will adopt when helping customers. Full details can be found on the government website. Engage Credit is unable to sign up to the Mortgage Charter but understands the pressure you may be feeling from the rising cost of living and increased mortgage rates. If you need help with your mortgage payments, please contact us on 0333 014 2046 between 9am and 6pm Monday to Friday. We will be happy to explore the different options available to you and find one that is most appropriate for your specific circumstances.

  • If I miss a payment will my home be repossessed?
    • Engage Credit wants to help if you are experiencing payment difficulties and repossession will only ever be considered as a last resort. In addition, from 26 June 2023 you will not be forced to leave your home within 12 months from your first missed payment, except in exceptional circumstances. We can discuss exceptional circumstances that may be relevant to you by contacting us on 0333 014 2046 between 9am and 6pm Monday to Friday.

  • What happens at the end of my fixed rate?
    • Engage Credit is unable to offer you another fixed rate as we are not a mortgage lender and are unable to provide new products. If you are worried about higher monthly repayments at the end of your fixed rate period, please contact us on 0333 014 2046 between 9am and 6pm Monday to Friday.

Questions about Engage Credit

  • Why has Engage Credit acquired my mortgage / Why was my mortgage sold?
    • Engage Credit regularly acquires mortgage loans from other lenders. Banks and other financial institutions often sell mortgages to one another. It allows them to manage their funding and risk effectively. Rather than wait for many individual borrowers to repay their mortgages over an extended period, the selling bank can get back the money it has lent quickly so that it can be used in other areas of its business, and can transfer risk away to another party in bulk.

      Engage Credit remains committed to ensuring that your experience as a mortgage borrower is satisfactory and that the customer service you receive from Engage Credit is at least as good as that provided by your original lender. You should experience no disadvantage as a result of the transfer.

  • Now Engage Credit has acquired my mortgage, have my rights changed in any way?
    • No, your rights under your mortgage contract are unaffected by the transfer of your mortgage to Engage Credit and your existing terms and conditions will continue to be applied.

  • How do I contact Engage Credit?
    • If you would like to contact us, our Customer Services Number is: 0333 014 2046. Our Customer Service team is available to speak with you from 9am to 6pm, Monday to Friday. Calls are charged at your service provider’s prevailing rate and may be monitored and recorded.

      Our postal address is:

      Engage Credit
      Harman House
      1 George Street
      London UB8 1QQ

Questions about your mortgage

  • How can I make a payment?
    • If you wish to make an online payment, click here to visit our secure online portal.  Alternatively, please call Engage Credit’s Customer Service team on 0333 014 2046 between 9am and 6pm, Monday to Friday.

  • How can I get a redemption statement?
    • Please contact Engage Credit’s Customer Service team on 0333 014 2046 between 9am and 6pm, Monday to Friday.

  • What do I do if I can’t afford my mortgage?
    • Please contact Engage Credit's Credit Management team on 0333 014 2046 between 9am and 6pm, Monday to Friday. Further information on what to do if you are facing payment difficulties is available in the Support for customers in payment difficulties section.

  • Who else can I talk to about financial difficulties?
    • Please click here to see a list of independent providers of free assistance and advice.

  • I’ve received a letter about court action, is it too late?
    • If you have not already contacted us to discuss your situation, please do so by calling 0333 014 2046.  If we have not heard from you, there may be other options available to you to avoid repossession.  We strongly suggest you read the information available on this site to understand your options and where you can obtain further assistance.

  • Why does Engage Credit want to know about my buildings insurance?
    • It is a condition of your mortgage that you maintain buildings insurance at all times. If you do not maintain buildings insurance, you are in breach of your mortgage conditions and Engage Credit is at a greater risk of suffering a loss.  We therefore make periodic checks that all of our borrowers carry valid insurance to manage our risk.  If we cannot obtain confirmation that suitable cover is in place, Engage Credit will manage the risk by taking out a “Lender’s Interest Only” policy at your expense.  Please note, this covers Engage Credit's risk only; it does not insure you. If you provide us with a copy of a valid insurance policy in your name, we will be happy to refund the premiums we charge you for this insurance for the period in question.  Further information on insurance is provided in the Tariff of Charges in the Useful Documents section.

  • Can I rent out my property?
    • If you have a residential mortgage but would like to rent out your property, please contact us to find out what information we need before we would consider giving our consent.  Engage Credit will consider all requests but reserves the right to decline permission in order to protect its security interest and manage its risk.  If you rent out your property without Engage Credit's permission you will be breaching your mortgage conditions and Engage Credit reserves the right to take further action as necessary.

  • How do I view/amend my credit report?
    • Credit reports are provided by credit reference companies such as Experian, Equifax and CallCredit.  If you want to review your credit report, please contact one of these firms directly.  If you believe your credit report is incorrect, you must approach the supplier of your credit report directly and they will advise you how to proceed.  Please note that Engage Credit has no power to amend credit reports.  Any query you have regarding a credit report must be addressed to the provider of the report.

  • What do I do if I am a Mortgage Prisoner?
    • Rules have been changed to make it simpler for some mortgage prisoners to switch to a cheaper mortgage with a new lender. Mortgage prisoners may be eligible to switch to a new lender, if

      •       they are not in payment shortfall and have not missed any mortgage payments in the last 12 
      •       they do not want to borrow any more money (except to cover any product or advisor fees)
      More information on all your options, including if you have an interest-only mortgage or want debt advice can be found at https://www.moneyhelper.org.uk/en/homes/buying-a-home/help-for-mortgage-prisoners