We’ve changed the way we manage your mortgage

Last year we contacted our customers to let them know we’d be changing the way their Halifax mortgage would be managed; these changes are now complete. To help you understand what’s changed, the questions and answers below give you more information and will be updated on a regular basis.

1. Why has my account number changed?

As part of the changes we've made, it's been necessary to allocate a new account number to ensure that all of our mortgage accounts are maintained in a consistent way.

2. Have you changed systems?

Yes, we have moved your mortgage account onto a different system. This has been used for over 11 years to host mortgages from other parts of the Group.

3. Will this benefit me in any way?

The introduction of sub accounts will give you greater control and transparency of your mortgage, as it provides the visibility of the different parts that make up your overall account.  This detail will be shown on your statements and online if you’re registered for online banking and will help you to understand your account more easily.

4. Do I need to do anything?

Any action you need to take will be detailed in your letter. Please wait to receive this if you haven't done so already. Further information is available at:

Further information about your mortgage.

If you'd prefer to speak to somebody, there's a dedicated team available who can discuss specific points with you in more detail. You can call them on 0800 068 9564 (lines are open Monday to Friday 8am - 8pm and Saturday 9am - 4pm)

5. Why do I have to set up my overpayment arrangement again?

We advise you in the letter that any overpayments you previously made will stop. This is because the overpayment information held on the old system will not be carried over to the new system.

You can set up your overpayment arrangement by following the link below, completing the form and returning it to us at the freepost address provided.

www.halifax.co.uk/mortgageoverpayments

Alternatively, we have a dedicated team who can help you set up your overpayment again. You can call them on 0800 068 9564 (lines are open Monday to Friday 8am - 8pm and Saturday 9am - 4pm)

6. Are you sure I don’t need to do anything about my direct debit? If you’ve changed my mortgage account number won't my payments go missing?

As the direct debit is controlled by us, we've amended the account number.

Whilst the systems change over you may see more than one direct debit if you view your account online. Please do not cancel either of these as they will be in place to ensure your monthly payments are kept up to date.

We will ensure that the redundant direct debit is cancelled when the system change is complete and that only one payment per month is ever collected.

7. What do I need to do with my standing order/ do I need to change my standing order?

Please confirm your new mortgage account number and sort code with the organisation that you pay your mortgage from. Please ensure the new mortgage account number you give them is exactly as shown in your letter.

8. What is a Mortgage account fee? Didn’t I pay this when I took the mortgage out?

The Mortgage account fee covers the setting up, routine maintenance and closing down of your mortgage account.

This fee is applied to your account at the start of your mortgage. You may have paid it at the time but we will still give you an amount equivalent to the fee on an interest-free basis for the life of the mortgage. You have not been charged this fee again.

9. I don’t have long left on my mortgage and as you’ve changed the way I have to pay for the Mortgage account fee, my monthly payment has gone up quite a lot. Is there anything I can do about this?

We've changed every account so the mortgage account fee is now collected on a repayment basis. If you would like to discuss this arrangement, please call our dedicated team on: 0800 068 9564 (lines are open Monday to Friday 8am - 8pm and Saturday 9am - 4pm)

10. I'm sure I paid my Mortgage account fee off.

You may have paid it off when you originally took out your mortgage, but we will still give you an amount equivalent to the fee on an interest-free basis for the life of the mortgage. You have not been charged this fee again.

You can find further information on this at:

Further information about your mortgage.

11. Why has my monthly payment changed?

There are many reasons why your monthly payment could have changed, including things such as under and over-payments.

You can find further information on payment changes at:

Further information about your mortgage

If you would prefer to speak to someone about your payment change, please call our dedicated team on 0800 068 9564 (lines are open Monday to Friday 8am - 8pm and Saturday 9am - 4pm)

12. Why are there so many sub-accounts on my mortgage?

Your mortgage has a sub-account for each individual product you have and for different loan types such as further advances. There are also sub-accounts that relate to certain fees.

You can find further information on sub-accounts at:

Further information about your mortgage

If you would prefer to speak to someone about your sub-accounts, please call our dedicated team on 0800 068 9564 (lines are open Monday to Friday 8am - 8pm and Saturday 9am - 4pm)

13. My account is currently in arrears, who do I need to speak to about the change to my monthly payment – the helpline on the letter or Collections?

If your query relates specifically to arrears then you should call the Collections helpline on 0845 603 9019 (lines are open Monday to Friday 8am - 7.30pm and Saturday 8am - 12.30pm).

If it's about anything else to do with the letter then we have a dedicated team you can call who can discuss specific points in detail on 0800 068 9564 (lines are open Monday to Friday 8am - 8pm and Saturday 9am - 4pm)

14. I've made arrangements to pay off my arrears, but you've now increased my monthly payment and I can't afford to keep it up…what can I do?

Please call the Collections helpline on 0845 603 9019 (lines are open Monday to Friday 8am - 7.30pm and Saturday 8am - 12.30pm)

15. How do I set up online banking?

Log on to www.halifax.co.uk/online click on the link to register, enter your details (including mortgage account number) and follow the simple instructions.

16. My insurance premium is charged to my mortgage each year – do I need to do anything?

No – your current payment method will continue as it is and we will continue to manage your policy in the same way.