FAQs

On 26 June 2023, the government announced a Mortgage Charter. This sets out the standards that lenders who choose to sign up agree to follow, when supporting customers with their mortgage.

You can find full details of the Mortgage Charter on the government’s website here.

Engage Credit is unable to sign up to the Mortgage Charter. However, we understand the financial pressure many people continue to face as a result of the rising cost of living and higher mortgage rates.

Even though mortgage rates have reduced since the Charter was introduced, we know you may still have concerns about keeping up with your mortgage payments.

If you’re worried or need help, please contact us and we’ll be happy to help.  We’ll take the time to understand your individual circumstances and  discuss the support options that may be available to you. Contacting us won't impact your credit rating or appear on your credit report.

To get in touch with us:

• You can log into the customer portal and visit our 'Contact Us’ page to call, email or write to us using the details provided or send us a query through your account and our team will get back to you as soon as possible.

• If you’re visiting our website, you can find our contact details here and contact us by phone, email or post – you don’t need to log in to your account for this.

Engage Credit is a servicing company.  Banks and other financial institutions often sell mortgages to one another as part of their normal business activities.

Your mortgage has been transferred to Engage Credit in line with the terms of your mortgage agreement. This means the ownership or servicing of your mortgage has changed, but the terms and conditions of your mortgage haven’t.

Your interest rate, balance, and contractual obligations remain the same as before the transfer.

Engage Credit is responsible for administering and managing your mortgage, including collecting payments and providing customer support. However, we’re not a mortgage lender and are therefore unable to offer new mortgage products or fixed rate deals.

We’re committed to providing excellent customer service. If you have any questions about your mortgage or need help, please contact us and we’ll be happy to help.

To get in touch with us:

• You can log into the customer portal and visit our 'Contact Us’ page to call, email or write to us using the details provided or send us a query through your account and our team will get back to you as soon as possible.
• If you’re visiting our website, you can find our contact details here and contact us by phone, email or post – you don’t need to log in to your account for this.

Engage Credit is a servicer, not a lender, so we’re not able to offer new mortgage products.

We also can’t provide financial advice. However, you can explore your options through free, independent resources. You’ll find full contact details for these organisations in the ‘Useful Links, Help & Advice' section.

You can also speak to an independent mortgage adviser. Some advisers offer free advice, while others may charge a fee – they’ll let you know before you proceed.

If you’re worried about making your mortgage payments, please contact us as soon as you can or you can visit our payment difficulties page on our website.

We’re here to help, and speaking to us early means we have more options to support you.

To get in touch with us:

• You can log into the customer portal and visit our 'Contact Us’ page to call, email or write to us using the details provided or send us a query through your account and our team will get back to you as soon as possible.

• If you’re visiting our website, you can find our contact details here and contact us by phone, email or post – you don’t need to log in to your account for this.

When your fixed rate comes to an end, your mortgage will move onto the rate set out in your mortgage terms and conditions. We’ll write to you and let you know of the changes.

We’re unable to offer you a new fixed rate, as we’re not a mortgage lender and are unable to provide new products.

We understand that moving off a fixed rate can be worrying, particularly if your monthly payments are due to increase.

If you’re concerned about affordability or worried about making your payments, please contact us as soon as possible or you can visit our payment difficulties page on our website.

We’ll take the time to understand your individual circumstances and discuss the support options that may be available to you. Contacting us won't impact your credit rating or appear on your credit report.

To get in touch with us:

• You can log into the customer portal and visit our 'Contact Us’ page to call, email or write to us using the details provided or send us a query through your account and our team will get back to you as soon as possible.

• If you’re visiting our website, you can find our contact details here and contact us by phone, email or post – you don’t need to log in to your account for this.

Credit reports are provided by independent credit reference agencies such as Experian, Equifax and TransUnion.

If you want to view or understand your credit report, please contact one of these firms directly – they’ll explain how to access it.  

If you believe something on your credit report is incorrect, you can either:
1. Raise this with the credit reference agency that supplied the report. They’ll guide you through what to do and how to get the information updated. 
2. Contact us

To get in touch with us:

• You can log into the customer portal and visit our 'Contact Us’ page to call, email or write to us using the details provided or send us a query through your account and our team will get back to you as soon as possible.

• If you’re visiting our website, you can find our contact details here and contact us by phone, email or post – you don’t need to log in to your account for this.

If you have a residential mortgage and want to rent out your property, please contact us first. We’ll let you know what information we need to consider the request.

We’ll consider all requests, but we may not always be able to give permission.

If you rent out your property without our approval, you may be breaching your mortgage conditions and we may need to take further action.

To get in touch with us:

• You can log into the customer portal and visit our 'Contact Us’ page to call, email or write to us using the details provided or send us a query through your account and our team will get back to you as soon as possible.

• If you’re visiting our website, you can find our contact details here and contact us by phone, email or post – you don’t need to log in to your account for this.

You can log into the customer portal and view all transactions on your account.

However, if you’d like to request a copy of your account statement, please contact us and we’ll be happy to send this to you via your preferred method.

Please allow up to 5 working days for statements to be issued.  

To get in touch with us:

• You can log into the customer portal and visit our 'Contact Us’ page to call, email or write to us using the details provided or send us a query through your account and our team will get back to you as soon as possible.

• If you’re visiting our website, you can find our contact details here and contact us by phone, email or post – you don’t need to log in to your account for this.

You can request a redemption statement in several ways:

•    You can log into the customer portal and select 'Redemption Quote'. 
•    In writing, by email or telephone.

For our full contact details, please visit our 'Contact Us' page – you don’t need to log into your account for this.

Redemption statements will be emailed, unless you have asked us to send them by post.

Please note these are valid for up to 28 days.

Requests from solicitors or authorised third parties

We also accept redemption statement requests from authorised solicitors and third parties. 

For us to release information to a solicitor, they must send us a letter confirming they act on your behalf, including a unique reference number. This helps us verify their authority if they contact us about your redemption.

How to redeem your mortgage
We can accept redemption funds from:
• A bank account in the name of the mortgage holder, or
• An appointed solicitor

If you redeem your mortgage using your own bank account, please confirm the source of funds with us by telephone or email before sending the payment. If we don’t receive this information in advance, we may be unable to allocate the funds immediately, which could result in delays and additional interest being charged.

We’re not able to remove a customer from the mortgage, and all named parties will remain jointly responsible for the account.

However, in some situations, we may be able to remove a customer from the proprietorship register (the legal title to the property). If you’d like us to consider this, you’ll need a solicitor to act for you and to provide one of the following:
• A final Court Order (duly stamped)
• A separation agreement
• A signed letter from both parties confirming that: 
• you both consent to the change, and
• the mortgage will remain in joint names, with all parties continuing to be jointly and severally liable

If you think this may apply to you, please contact us and we’ll be happy to help.

To get in touch with us:

• You can log into the customer portal and visit our 'Contact Us’ page to call, email or write to us using the details provided or send us a query through your account and our team will get back to you as soon as possible.

• If you’re visiting our website, you can find our contact details here and contact us by phone, email or post – you don’t need to log in to your account for this.

We understand that life can sometimes feel overwhelming, and this may affect your ability to manage your mortgage. We’re here to support you.

Our dedicated teams are trained to help customers who may be experiencing:
• financial difficulty
• changes in personal circumstances
• health or wellbeing challenges
• anything else that makes it harder to manage your mortgage

How we can help
We’ll work with you to understand your situation and discuss any potential adjustments to help you manage your mortgage account.

If you’re experiencing financial difficulties, please contact us. You can also find more guidance and free independent support in the ‘Useful Links, Help & Advice' section or you can visit our payment difficulties page on our website.

If you'd prefer someone else to speak on your behalf
You can choose to have a third party (such as a family member, friend, money adviser or support organisation) speak to us for you.

We’ll just need your authorisation before we can discuss your account with them. Please see the ‘Can I talk to you about someone else’s account?’ question below for more information.

To get in touch with us:
• You can log into the customer portal and visit our 'Contact Us’ page to call, email or write to us using the details provided or send us a query through your account and our team will get back to you as soon as possible.
• If you’re visiting our website, you can find our contact details here and contact us by phone, email or post – you don’t need to log in to your account for this.

A member of the team will walk you through the support available and the next steps.
 

To protect our customers’ personal information, we can only discuss an account with the named customer — unless they’ve given permission for someone else to speak on their behalf.

For a single phone call:
If the named customer is present, we can speak to a third party once we’ve completed security with the customer.

For ongoing or multiple conversations:
The named customer will need to complete a Third Party Authority form to give permission for someone else to speak to us regularly or communicate with us on their behalf. The form can be downloaded here or we can send a copy on request.

To get in touch with us:
• You can log into the customer portal and visit our 'Contact Us’ page to call, email or write to us using the details provided or send us a query through your account and our team will get back to you as soon as possible.
• If you’re visiting our website, you can find our contact details here and contact us by phone, email or post – you don’t need to log in to your account for this.

The completed form can be returned using the contact details on the ‘Contact Us’ page:
•    by email, or
•    by post

Or:
Take a photo of the document with your phone – then attach the photo to the email the same way you would with any image.

Once this is in place, we’ll be able to talk to the authorised person about the account.

If you hold a Power of Attorney (POA) that allows you to act on behalf of our customer, we’ll need to add this to our records before we can speak with you about the mortgage.

What we need from you:
1. A copy of the Power of Attorney
Please send us a copy so we can record your authority.
2. Proof of your identity
We’ll need to verify who you are.
• You can send original or certified photographic ID, or
• If you prefer not to send documents, we can complete a soft credit check (with your consent). This won’t affect your credit score.

Once we receive the POA document, you’ll need to complete a third-party authority form. This allows us to update the account and confirm how you’d like us to verify your identity. The form can be downloaded here or we can send a copy on request via your preferred method.

To get in touch with us:
• You can log into the customer portal and visit our 'Contact Us’ page to call, email or write to us using the details provided or send us a query through your account and our team will get back to you as soon as possible.
• If you’re visiting our website, you can find our contact details here and contact us by phone, email or post – you don’t need to log in to your account for this.

The completed form can be returned using the contact details on the ‘Contact Us’ page:
• by email, or
• by post

Or:
• Take a photo of the document with your phone – then attach the photo to the email the same way you would with any image.

After your authority has been added to the account, we’ll be able to discuss the mortgage with you.

We’re very sorry to hear about your loss. We understand this is a difficult time, and we’re here to support you with the steps needed to update the mortgage account.

To help, we’ve created a Bereavement Guide that explains what you need to do, the documents you may need, and where you can find further support.

You can also find more guidance and free independent support in our ‘Useful Links, Help & Advice’ section, or by visiting our Payment Difficulties page.

If you’d prefer to contact us to discuss, we’ll be happy to help you through the process.

To get in touch with us:
• You can log into the customer portal and visit our 'Contact Us’ page to call, email or write to us using the details provided or send us a query through your account and our team will get back to you as soon as possible.
• If you’re visiting our website, you can find our contact details here and contact us by phone, email or post – you don’t need to log in to your account for this.

You can make a payment in the following ways:

• Online – Pay online via our customer portal. If you are already logged into your account, you can pay using the Payments page.

• By phone – Call us using the phone number listed on our Contact Us page on our website. You can choose to speak to our dedicated team or our automated line.

• Standing Order – You can set up a monthly Standing Order using the bank details you already hold. If you are logged into your account via our customer portal, you can view the bank details on the Payments page. Simply enter the amount you wish to pay and select ‘Pay via bank transfer’ to display the information. If you’re not registered with us and you need to check or confirm these, please Contact Us.

• Bank transfer – You can make a Bank Transfer using the bank details you already hold. If you are logged into your account via our customer portal, you can view the bank details on the Payments page. Simply enter the amount you wish to pay and select ‘Pay via bank transfer’ to display the information. If you’re not registered with us and you need to check or confirm these, please Contact Us. Bank payments take 3 – 5 working days to be applied to your account.

• Direct Debit – You can set up a Direct Debit by completing a Direct Debit Mandate. The Mandate can be downloaded here or we can send a copy on request.

To get in touch with us

• You can log into the customer portal and visit our 'Contact Us’ page to call, email or write to us using the details provided or send us a query through your account and our team will get back to you as soon as possible.
• If you’re visiting our website, you can find our contact details here and contact us by phone, email or post – you don’t need to log in to your account for this.

You can send your completed Direct Debit Mandate to us by using the contact details on the ‘Contact Us’ page:
• by email, or
• by post

Or:
• Take a photo of the document with your phone – then attach the photo to the email the same way you would with any image.

 If your mortgage balance is below £5,000, you won’t be able to make an online payment through the portal at this time.

We’re still here to help you. Please contact us and our team will be happy to assist you with your payment.

To get in touch with us:
• You can log into the customer portal and visit our 'Contact Us’ page to call, email or write to us using the details provided or send us a query through your account and our team will get back to you as soon as possible.
• If you’re visiting our website, you can find our contact details here and contact us by phone, email or post – you don’t need to log in to your account for this.

 We understand that missing a mortgage payment can be worrying. If you’re worried about making your mortgage payments, please get in touch with us as soon as you can.

We’re here to help, and speaking to us early means we have more options to support you and repossession is only ever considered as a last resort.

We’ll take the time to understand your individual circumstances and discuss the support options that may be available to you. Contacting us won't impact your credit rating or appear on your credit report.

To get in touch with us:

• You can log into the customer portal and visit our 'Contact Us’ page to call, email or write to us using the details provided or send us a query through your account and our team will get back to you as soon as possible.

• If you’re visiting our website, you can find our contact details here and contact us by phone, email or post – you don’t need to log in to your account for this.

You won’t be forced to leave your home within 12 months of your first missed payment, except in exceptional circumstances.

You can also find more guidance and free independent support in the ‘Useful Links, Help & Advice' section or you can visit our payment difficulties page on our website.

These services are there for you if:

• you’re experiencing financial difficulties,

• your circumstances have changed,

• you’re finding things tough at home, or

• you just need someone to talk to about your situation.

They can provide guidance, emotional support, and practical steps to help you manage your money and understand your options.

A mortgage overpayment is when you pay more than your usual monthly mortgage amount.

Overpaying can help you:

• Reduce the interest you pay, because your mortgage balance becomes smaller.

• Pay off your mortgage sooner, if you continue making higher payments. 

• Benefit from savings straight away — we calculate interest daily, so any overpayment reduces the interest you pay from the next day.

Some mortgages have a limit (called an overpayment allowance) on how much you can overpay each year. If you go over this allowance, an Early Repayment Charge (ERC) may apply. If you’d like to discuss this, please contact us and we’ll be happy to help.

To get in touch with us:

• You can log into the customer portal and visit our 'Contact Us’ page to call, email or write to us using the details provided or send us a query through your account and our team will get back to you as soon as possible.

• If you’re visiting our website, you can find our contact details here and contact us by phone, email or post – you don’t need to log in to your account for this.

Before making an overpayment, think about whether it’s the right choice for you based on your circumstances. If you’d like free, independent guidance, please visit the ‘Useful Links, Help & Advice' section.

You can make two types of overpayments on your mortgage:

Lump sum overpayment

A lump sum overpayment is a single, one‑off payment that reduces your outstanding mortgage balance.

What happens when you make a lump sum:

• We may ask for the source of the funds, which is a standard requirement to help us meet our regulatory obligations.

• The lump sum immediately reduces your balance, meaning you could pay less interest from the next day.

Regular overpayments 
You can set up regular overpayments by Direct Debit or standing order.

How this works:

• A regular overpayment increases your monthly contribution toward your mortgage.

• These payments reduce your mortgage balance over time, helping to lower the interest you pay.

Making an Overpayment

If you’d like to make a mortgage overpayment, or if you have a question about overpayments or paying off your mortgage early, you can request an overpayment quote.

How to request an overpayment quote

You can do this in two ways:

1. Through the portal
You can log into the customer portal and visit our ‘Payments’ page to generate an overpayment quote.

The portal will show an illustration based on the amount and timeframe you choose. This includes:

• your projected mortgage balance

• interest you could save

• your revised monthly payment

These figures are for illustration purposes only and may change once the formal quote is issued.

If you select ‘Request Quote’ after viewing the illustration, we’ll send your formal overpayment quote using your preferred contact method. The figures in the formal quote may differ slightly from the illustration shown on the portal.

This will give you a quote based on the amount and timeframe you choose, including a projected balance, interest saved, and your revised payment. Please note these figures are for illustration only.

2. Contact us directly
By visiting our ‘Contact Us’ page, you can find our contact details and contact us by phone, email or post – you don’t need to log in to your account for this.

1. Through the portal

You can log into the customer portal and submit a request by selecting 'Profile’ .

Here you can request to:

• Update your correspondence address

• Update or add a phone number

• Inform us of your preferred contact time

If you need to update your email address, you’ll need to re-register for the portal. We’re here to help, so please get in touch and we’ll guide you through it. 

2. By contacting us

To get in touch with us:

• You can log into the customer portal and visit our 'Contact Us’ page to call, email or write to us using the details provided or send us a query through your account and our team will get back to you as soon as possible.

• If you’re visiting our website, you can find our contact details here and contact us by phone, email or post – you don’t need to log in to your account for this.

Important

You can only update your own address and not anyone else named on the mortgage.

If you choose to write to us to update your correspondence address, please make sure your letter is signed. We need your signature to match the details we hold on file so we can verify your identity and complete the update securely.

 If you’ve changed your name and need us to update your account, we’ll need to see one of the following documents, along with your old and new signature:

• Marriage certificate

• Deed poll

• Decree nisi / decree absolute

Your document can be sent to us using the contact details on the ‘Contact Us’ page:

by email, or

by post

Or:

Take a photo of the document with your phone – then attach the photo to the email the same way you would with any image.

Once we’ve received the above, we’ll make the changes and let you know. If we have any questions, we’ll contact you.

 Your mortgage terms and conditions require you to have adequate buildings insurance in place at all times.

Buildings insurance protects you against the cost of repairing or rebuilding the structure of your home / property if it’s damaged or destroyed by events such as:

• fire,

• flood,

• storms,

• theft and

• subsidence. 

It typically covers walls, roofs, floors, doors and permanent fixtures (for example, fitted kitchens and bathrooms).

Having insurance in place protects you financially, as rebuilding a property can be very expensive.

 Adequate buildings insurance means enough cover to meet the full cost of rebuilding your home / property from the ground up.  This is not the same as the market value of your property.

You can use online rebuilding-cost calculators, or you can speak with a qualified professional to help determine the right level of cover.

 Buildings insurance covers the structure of your home.

Contents insurance covers your belongings, such as:

• furniture,

• clothing,

• TVs, electronics and appliances,

• carpets and household items

Contents insurance will protect you if these items are lost or stolen or damaged.

Please note, unlike buildings insurance, it is not a requirement of your mortgage to have Contents Insurance.

If your property is leasehold, it is likely that buildings insurance is covered within your lease and will be the responsibility of your freeholder / managing agent.  If you’re unsure, please check:

• your lease documentation,

• with your freeholder / managing agent or

• with your solicitor.

It’s important to confirm this, as you must ensure buildings insurance is in place at all times.

No, you do not need to send us proof of your insurance.

However, it is your responsibility to ensure that you have valid buildings insurance at all times and that this is renewed before it expires. 

It is your responsibility to maintain buildings insurance if you are in arrears.  If you’re worried about making your mortgage payments, please contact us as soon as you can or you can visit our payment difficulties page on our website.

We’re here to help, and speaking to us early means we have more options to support you.

If your property is taken into possession, Engage Credit will arrange Lenders Insurance to cover the property until it is sold or returned to you.  The monthly cost of this insurance will be added your account and interest will be charged at your current rate.

To get in touch with us:

• You can log into the customer portal and visit our 'Contact Us’ page to call, email or write to us using the details provided or send us a query through your account and our team will get back to you as soon as possible.

• If you’re visiting our website, you can find our contact details here and contact us by phone, email or post – you don’t need to log in to your account for this.

 From time to time, things happen and you may need to let your insurer or Engage Credit know, for example:

• if you plan to let your property out,

• if your property is empty for a period of time,

• if you have or plan to change the use of the property

• or if you have or plan to carry out an extension etc.

Please check the terms and conditions of your insurance and mortgage for further details on what you need to tell us and / or your insurer.

If you need to tell us something, please 'Contact Us' as soon as you can.

To get in touch with us:

• You can log into the customer portal and visit our 'Contact Us’ page to call, email or write to us using the details provided or send us a query through your account and our team will get back to you as soon as possible.

• If you’re visiting our website, you can find our contact details here and contact us by phone, email or post – you don’t need to log in to your account for this.