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Call us 0800 121 8899
Contact

Customer Service Centre

We are open but exceptionally busy. Where possible, please leave phone lines free for our most vulnerable customers. 


Opening hours

Monday to Friday 8am-7pm
Saturday 9am-2pm
Sunday closed
Closed on bank holidays 

Free call from mobiles and landlines.


All enquiries 0800 121 8899

Call costs explained


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Maintenance update

We’re giving our system a bit of a check up tonight from 11pm for a few hours. While we do that, our Online Services, password set-up service and savings account opening won't be available. We’ll be back up and running by the morning.

What you’ll need to have to hand:

Whether you call us or speak to a mortgage advisor, this is the information you’ll need to provide:

About you

  • Full name
  • Current address, and addresses for the previous 3 years
  • Date of birth

We’ll ask for evidence that proves who you are and where you live, for example, a valid UK passport or UK photocard driving licence, along with a UK‐based utility bill. To see more details about identification click here.

About the property

  • Purchase price / value

If you already have a mortgage:

  • How much you owe
  • What the monthly repayments are
  • Who the mortgage lender is

About your earnings

We’ll need:

  • Employed? Payslips for the last three months

  • Self‐employed? Directors with more than a 20% share require an Accountant's certificate covering the most recent year's accounting period. Sole Traders/partnerships require the latest years HMRC tax calculation and latest years HMRC Tax Year Overview.
  • Contractor?  Copies of contracts demonstrating continuous employment in contracting over the last 2 years. An employer’s reference giving full details of the current contract. There must be a minimum of 6 months remaining on the existing contract. If there is less than 6 months remaining, this is only acceptable if the employer confirms in writing that the contract will be renewed for a minimum of a further 6 months or provides a copy of the new contract.

We’ll ask you for details of all your income including:

  • Gross annual income
  • Gross annual bonus
  • Overtime, shift allowances and commission
  • Other allowances
  • Gross dividend income for the last two years
  • Gross share of net profits
  • Pension income – private and state
  • Rental income from other properties

About any credit commitments you have

  • Credit and store cards – including the provider, your credit limit and how much you currently owe
  • Other mortgages, both residential and Buy to Let – with outstanding balances and current monthly mortgage payments
  • Ground rent and service charges
  • Secured and unsecured personal loans, including student loans
  • Hire purchase agreements and lease payments
  • Home insurance (building and contents)
  • Life assurance
  • Pension contributions
  • Nursery/childminding fees
  • School fees
  • Maintenance payments