Frequently asked questions

Annual mortgage statement - FAQs

All annual mortgage statements are sent out in January and you’ll receive a separate statement for every mortgage account you have with us. Once you’ve received your statement, if there’s something you’re not sure about please send us a secure message, call us on 0800 30 20 11 (Monday to Friday 8am to 8pm, Saturday 9am to 5pm) or visit a branch.

Yes. If you’d like to order a mortgage statement at any other time of the year, outside of the annual mailing in January, please call us on 0800 30 20 11 (Monday to Friday 8am to 8pm, Saturday 9am to 5pm).

Your annual mortgage statement gives you a summary of the activity on your mortgage account for the previous calendar year. It’ll show you:

  • Mortgage product (and when it expires)
  • Mortgage type (capital repayment, interest only or part interest only and part capital repayment)
  • Remaining mortgage term
  • Opening balance (beginning of the calendar year)
  • Closing balance (end of the calendar year)
  • Any fees or charges that may be applicable
  • Any overpayment reserve or arrears balance
  • Interest rate you’ve been charged
  • Current monthly payment
  • Payments due to be paid
  • Actual transactions that took place

A guide to your annual mortgage statement is included with your mortgage statement to help you understand everything that’s shown on it.

The statement will show all information from the 1 January to the 31 December. If you receive your statement in January after your usual payment date, the January payment won’t be included until the next year’s statement

This can happen if you’ve paid less than your monthly payment or any fees have been added to your account. It may also be higher if your product features allowed you to take advantage of an agreed underpayment or borrow back.

The Early Repayment Charge (ERC) shown on the statement is the maximum charge you’d need to pay if you repay the loan or if you make an overpayment that’s more than your overpayment allowance.

The Redemption Administration Fee shown on the statement is only charged when you repay your mortgage but you won’t be charged if you have ten years or less remaining on your mortgage or if you close your mortgage and take out another one with us at the same time.