If you are coming to the end of your mortgage, credit card or loan payment holiday, we will contact you before it ends, there is no need to call us. You can use our coronavirus support tool to find the right solution for your needs and confirm what you would like to do in a few simple steps.

Frequently asked questions

If your mortgage has moved to us from Tesco Bank, you might find the information and contact details on this page useful.

If you can’t find what you’re looking for here, please call us on one of the numbers below and one of our advisers will be happy to help.

  • Can I switch to a new or different rate?

    You can switch from one mortgage product to another if you need to. When you switch product, you will have to pay any fees required for the new mortgage. You may also need to pay an Early Repayment Charge if you are still in your initial rate period.

    If you have a tracker mortgage that includes the option to switch to a fixed rate during the initial period, you’ll be able to switch without incurring an Early Repayment Charge.

    For more information on our current range of existing customer products, please see our Existing Customer Product Guide PDF.

    If you want to make any further changes to your mortgage when you switch your deal, for example change your mortgage term or add additional borrowing, then you'll need to call us. Our mortgage advisers can ensure you get the right new mortgage product, based on your needs and circumstances.

    If you're currently taking a payment holiday or would like to take a payment holiday at the end of your current deal, you'll need to give our team a call and they can advise on what you'll need to do next.

    You can call our UK-based team on 0345 217 2050* or minicom 0345 055 0607*. Our call centre is open 8am-9pm Monday to Friday and 9am-4pm Saturday. *This number may be included as part of any inclusive call minutes provided by your phone operator.

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    What happens when my current deal ends?

    If you don’t switch to a new deal, your interest rate will automatically change to one of our lender variable rates at the end of your initial offer period.  You’ll find the rates that apply to you in your mortgage illustration and offer letter. 

    If you move on to the lender variable rate you can call us to discuss your options with one of our mortgage advisers. You can also find the products available to you on your mortgage online banking account or speak with your mortgage broker.

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    How do I know which lender variable rate applies to my mortgage?

    Your offer letter or latest annual statement will tell you the lender variable rate that applies to any part of your mortgage at the end of the initial product rate period. This will either be the Halifax ExTB variable rate, or if you applied for your current deal after 3rd April 2020, the Halifax Homeowner Variable Rate. The Halifax ExTB variable rate is no longer available if you choose to switch to a new deal.

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    How will I know my initial rate period is coming to an end?

    Your offer document and mortgage statement will tell you when your initial product rate period ends and when it’s due to change to one of our lender variable rates.  We’ll contact you a couple of months before your rate changes to let you know that your initial rate period is coming to an end.  If you decide that you’d like to switch to a new product, we’ll let you know your options.

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    Can I change my rate before the end of my initial rate period?

    You may be able to change your mortgage rate before the end of your initial rate period. You can contact us to discuss what rates are available. Please be aware however that if you go ahead with the change you may have to pay an Early Repayment Charge and any other fees that may apply.

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    Can I switch from a tracker to a fixed rate?

    Our Tracker Mortgages let you switch to a fixed rate if you need to during the initial rate period, without an Early Repayment Charge. However, you may have to pay other fees.

    If you're thinking about switching your mortgage, you can talk to one of our qualified mortgage advisers.

    Call our UK-based team on 0345 217 2050* or minicom 0345 055 0607*. Our call centre is open 8am-9pm Monday to Friday and 9am-4pm Saturday. *This number may be included as part of any inclusive call minutes provided by your phone operator.

    For more information please see our Mortgage Guide PDF.

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    Will my overpayments continue on my new deal?

    Your mortgage deal could change the amount of your monthly repayment, so any existing overpayments you're making will stop once your current deal comes to an end.

    You can then decide whether you want to continue making overpayments and if so by how much. If you would like to continue making overpayments after you've switched to a new deal you can call our team and they will set this up for you.

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    Can I apply for additional borrowing?

    Yes – Once you have made six consecutive monthly payments to your mortgage you can apply for additional borrowing.

    Any extra money you borrow is yours to spend how you like. A new kitchen or bathroom could increase the value of your home. If you're looking to save on interest payments or the total cost of borrowing you could combine your existing debts into one monthly payment. You could even make your dream holiday a reality. 

    No matter what you choose to do, you should think about your other options before you borrow any extra money against your home. It will increase your total mortgage debt and your home could be at risk if you fall behind on your payments. If you are looking to combine your existing debts, we can help you to decide if adding them onto your mortgage is the best move for you.

    We’ll need to check you can afford to repay any additional amount borrowed, so we’ll carry out a credit check and affordability assessment to make sure you can afford any increase to your monthly payment.

    We may also carry out another valuation on your property, to make sure any additional borrowing does not result in the total mortgage balance going above our maximum Loan to Value. You’ll have to pay for the cost of this revaluation unless we agree to do so.

    We may also ask you to pay a fee upfront to cover the cost of reserving any additional funds to be borrowed.

    Additional borrowing is secured against your home, so it’s important that you keep up your repayments. If you don’t keep up your repayments there is the risk that your home could be repossessed. The minimum amount of additional borrowing that we’ll consider is £10,000. If you are wanting to borrow less than this then you might want to look at other borrowing options.

    If you're thinking about asking to borrow more, you can talk to one of our qualified mortgage advisers.

    Call our UK-based team on 0345 217 2050* or minicom 0345 055 0607*. Our call centre is open 8am-9pm Monday to Friday and 9am-4pm Saturday. *This number may be included as part of any inclusive call minutes provided by your phone operator.

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    Can I change my mortgage term?

    You might be able to reduce or extend the term of your mortgage. You can check with us and we'll let you know your options.

    If you extend the term, you could reduce your monthly payment, but you'll pay more interest over the term of your mortgage.

    Before we agree to change your mortgage term we need to check it still meets our lending policy. A fee may apply.

    You can call our UK-based team on 0345 217 2050* or minicom 0345 055 0607*. Our call centre is open 8am-9pm Monday to Friday and 9am-4pm Saturday. *This number may be included as part of any inclusive call minutes provided by your phone operator.

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    Can I change to an interest only mortgage?

    No, we only offer capital and interest repayment mortgages to former Tesco Bank customers. However, there are other options available. If you’d like to find out more, you can talk to one of our advisers who will be happy to help.

    You can call our UK-based team on 0345 217 2050* or minicom 0345 055 0607*. Our call centre is open 8am-9pm Monday to Friday and 9am-4pm Saturday. *This number may be included as part of any inclusive call minutes provided by your phone operator.

    For more information please see our Mortgage Guide PDF.

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    Can I transfer the equity held in my property?

    If you wish to transfer the equity you hold in your property, we’ll help you if we can.

    Transferring equity may mean removing a joint owner of the property from the property title and mortgage account, or adding a new joint owner.

    Before agreeing to a transfer of equity, we'll look at the ability of the remaining owner(s), and any new owner(s), to afford the mortgage payments.

    The property title must be held in the same names as the mortgage account. So if two people are the property owners they must also both be parties to the mortgage.

    You can call our UK-based team on 0345 217 2050* or minicom 0345 055 0607*. Our call centre is open 8am-9pm Monday to Friday and 9am-4pm Saturday. *This number may be included as part of any inclusive call minutes provided by your phone operator.

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    What fees can I expect?

    There are a number of fees you may have to pay when you are taking out your mortgage and when your mortgage is set up. These fees can cover the costs of:

    • Valuing your property
    • Making changes to your mortgage
    • Additional services for your mortgage
    • Missing a payment.

    Other costs

    When you bought your home, there may have been other costs which weren’t included in the cost of the mortgage that you should be aware of.

    These could include:

    • Conveyancing fees - Charged by a conveyancer for doing the legal work connected with buying your property. Fees can vary and are often based on the purchase price plus other costs.
    • Stamp Duty Land Tax - This is a government tax charged on land and property transactions in the UK. The tax is charged at different rates and has different limits for different types of property and values of transaction.
    • Land Registry fees - The Land Registry or Registers of Scotland will charge for any searches of the property register the conveyancer asks for. It also charges for registering you as the owner and us as the lender. You must pay both these costs.
    • Local authority search fees - The local authority will charge for answering your conveyancer’s questions about the property you want to buy, such as whether the local authority maintains the roads adjoining the property or whether you'll be responsible for this.

    For more information, please see our Tariff of Charges PDF and Mortgage Guide PDF.

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    Do you offer cashback with your mortgage deals?

    We may choose to offer cashback on some of our mortgage products. Any existing cashback offers can be withdrawn at any time. Exclusions apply.

    For more information on our current products and benefits please view our full list of mortgage products PDF.

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  • How often will I receive my mortgage statement?

    You’ll receive your mortgage statement annually, on the anniversary of the mortgage funds being released. You can request an ad hoc statement at any time online or over the phone, but there may be a cost associated with this.

    Download our Tariff of Charges PDF to see how much this may be.

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    Can I take my mortgage with me if I move house?

    If your Mortgage Offer states your mortgage is 'portable', you could take your existing mortgage product with you when you move home, on the condition that it still meets our lending policy and maximum loan to value requirements.

    Before we can confirm whether you can transfer your existing mortgage, we’ll need to carry out a valuation of your new property, to check the value of the property; that it meets our lending criteria and help us to assess the new mortgage amount you’ll require. You may have to pay for a valuation or survey on the new property and there may also be other fees to pay such as legal costs.

    If you are purchasing a property in Scotland, we may be able to accept a valid Home Buyers Report.

    If you want to increase your mortgage when you move, we will talk you through the options, as well as the charges and fees applicable. If you want to transfer your mortgage during the initial rate period, an Early Repayment Charge may apply.

    You can call our UK based team on 0345 217 2050* or minicom 0345 055 0607*.  Our call centre is open 8am - 9pm Monday to Friday and 9am - 4pm Saturday.  *This number may be included as part of any inclusive call minutes provided by your phone operator.

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    How often will my tracker rate change?

    Interest rates on our Tracker mortgages are linked to the Bank of England base rate.

    Our tracker mortgages currently track a set percentage above base rate for the initial period of your mortgage.

    The Bank of England base rate can fluctuate, which means your monthly payments will go up or down in line with base rate changes.

    If your rate is going to change, we’ll contact you at least 10 working days before the resulting change to your monthly payment takes effect.

    There’s a minimum rate or ‘floor rate’ so your interest rate won’t go below the floor rate as long as it applies. You’ll find details of your floor rate and when it applies in your Mortgage Offer document.

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    What is an Early Repayment Charge?

    An Early Repayment Charge, sometimes known as an ERC, may apply if during the initial rate period you do any of the following:

    • Overpay by more than a set percentage of the outstanding mortgage balance each year, as set out in your Offer document
    • Switch to a different Halifax mortgage
    • Port your mortgage and require a smaller mortgage after moving
    • Repay your mortgage in full.

    You'll find details of any early repayment charges that might apply in your Mortgage Offer or latest annual statement.

    More about fees and charges (PDF)

    For more information please see our Mortgage Guide PDF.

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    What is my product fee for and how much will it cost?

    When your mortgage application is approved, we may ask you to pay a product fee for setting up your mortgage for you. We will tell you the amount of the product fee in your Mortgage Illustration before you have to pay it. The product fee you pay will depend on the mortgage product that you choose.

    You can pay your product fee upfront when you apply for your mortgage, or you can add it to the amount you’re borrowing, to spread the cost over the term of your mortgage.

    If you choose to add the fee to your mortgage the amount will attract interest for the term of your mortgage, so you may end up paying more for it over the longer term.

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    Can I view my mortgage statement online?

    No, you can't view your mortgage statement online, but you can view a summary of your mortgage account, including details such as your current balance, interest rates and monthly repayments. To find out more, sign in to manage your mortgage online.

    You’ll receive your mortgage statement via the post annually, on the anniversary of the mortgage funds being released.

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    What is a Mortgage Illustration?

    Your mortgage quote will generate a personalised Mortgage Illustration (previously known as a Key Facts Illustration) which will explain the key features of your mortgage and will tell you what your initial monthly payments would be, based on the information you provide during your quote.

    Your Mortgage Illustration will include:

    • Monthly payment amount
    • Any fees you have to pay
    • Initial Rate, Lender Variable Rate and the overall cost for comparison APR
    • Expiry date / duration of each interest rate
    • Any Early Repayment Charge
    • Features of the mortgage, and any restrictions relating to them.

    Your Mortgage Illustration will be sent to you via post/email. It’s important that you read it and understand what it says. Once you have read through and are comfortable with your Mortgage Illustration you can begin the application process.

    For more information please see our Mortgage Guide PDF.

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    What is a reflection period?

    From the date you receive your formal offer there is a period of 7 days reflection for you to review this offer in order to make a considered and informed decision of whether or not to continue with the mortgage.

    You are still able to proceed within the reflection period if you choose.

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    Can you explain Loan to Value (LTV) to me?

    Loan to value is basically the percentage of your home that’s covered by your deposit, versus the amount covered by your mortgage loan.

    How to calculate LTV

    Let’s say you’re looking to buy a property worth £150,000 and have a deposit of £15,000, you will need to borrow a mortgage of £135,000. This means your LTV will be 90%. It’s worth remembering that LTV is based on purchase price or the home’s valuation – whichever is lower.

    What does LTV mean to you?

    The lower your LTV percentage, the more of your home you’ll actually own. This is because you’re borrowing against less of it, meaning you’ll pay less interest on your mortgage.

    If you’re in any doubt, your lender or mortgage broker will be able to clear things up for you. It’s worth getting all the details straight before committing to a mortgage.

    Need to work out the size of mortgage you can afford? Use a mortgage calculator to help give you an idea of how much you can borrow, how much interest you might pay, and how much your monthly repayments could be.

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    What types of property do you lend against?

    The property you buy must be located within the UK.  Loans can only be used to buy your main residential home.

    Freehold

    If the property is freehold, then you will own the property and the land it’s built on.  We don’t lend on freehold flats in England, Wales and Northern Ireland.

    Leasehold

    If the property is leasehold, then you will own a temporary right to occupy the property and the land it’s built on.  The property and the land are owned by someone else and they lease them to you for a number of years. Leases can last for decades or centuries. There is usually an annual charge for the lease, called a ground rent. We’ll only lend on leasehold properties with at least 70 years left on the lease when you apply. Before you buy, your conveyancer will check the lease terms to make sure they are acceptable.  In Scotland (except in rare cases where there is a form of long lease known as a ‘tack’) all properties are owned outright by the ‘registered proprietor’.

    New build or converted properties

     A new property or a property that has been built or converted within the last ten years should be part of a Building Standards indemnity scheme. This gives a ten-year warranty against material defects. There are a number of acceptable schemes, but the main one is run by the National House- Building Council (NHBC).  We’ll consider lending on a property that is not part of one of these schemes if it comprises of a development of no more than 15 properties and meets our current monitoring requirements.

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  • How do I contact you?

    For general mortgage enquiries:

    Call us on 0345 217 2050* or if you use a Textphone (minicom) call 0345 055 0607*.

    Our lines are open Monday to Friday from 8am to 9pm and Saturdays from 9am to 4pm.

    *These numbers may be included as part of any inclusive call minutes provided by your phone operator.

    If you're having trouble paying your mortgage:

    Call us on 0345 051 8447* or if you use a Textphone (minicom) call 0345 055 0607*.

    Our lines are open Monday to Friday from 8am to 9pm and Saturdays from 9am to 4pm.

    *These numbers may be included as part of any inclusive call minutes provided by your phone operator.

    Learn about how we can help

    How do I make a complaint?

    If there’s anything you’re not happy about, we want you to let us know straightaway.

    How to make a complaint

    Other ways to get in touch

    You can also write to us at Halifax Mortgage Operations, PO Box 353, Darlington, DL1 9QR.

    If you prefer, you can talk to us on Facebook or Twitter.

    How we protect your privacy

    It’s important that you understand how we use your data and personal details. You can find out more about how we protect your information in our full Privacy Notice, which you can download here (PDF).

How do I change my payment date or details?

You can change your payment date or bank details online or by giving us a call. If you sign into your mortgage account you can change your payment date to any day between the 1st and 28th of the month.

You can also update your bank details if you need to change where your mortgage payments are coming from.

To access your mortgage account online, you’ll need the details you registered with when you took out your mortgage with us. If you need to register, or are having problems registering, then you can call our UK-based team.

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How do I change my Direct Debit?

You can change your Direct Debit date online or over the phone, selecting any date from the 1st to the 28th of the month. If your preferred payment date falls on a weekend or a bank holiday, we'll collect the payment on the first business day after that date.

You’ll need to give us at least 10 business days’ notice of the change before your next scheduled payment is due.

We’ll continue to collect your monthly payment on the original due date, until we let you know that the new Direct Debit date has been set up.

Please be aware we can only collect your Direct Debit from a UK bank account.

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Can I make a one-off or lump sum overpayment?

Yes - Our mortgage products allow you to make overpayments either as a lump sum, or as regular overpayments. Making overpayments means you'll reduce your mortgage balance and the amount of interest you'll have to pay.

What you should know about overpayments:

  • You could pay off your mortgage early. During the initial rate period, you can overpay by up to 20% of the outstanding balance each year with no early repayment charge.
  • We calculate the maximum yearly amount you can overpay on the same date each year.
  • When the initial rate period ends, you can overpay as much as you want without any charges.
  • If you want to make regular overpayments, we can collect these by Direct Debit along with your normal monthly payment.

You can call our UK-based team on 0345 217 2050* or minicom 0345 055 0607*. Our call centre is open 8am-9pm Monday to Friday and 9am-4pm Saturday. *This number may be included as part of any inclusive call minutes provided by your phone operator.

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Can I make mortgage payments online?

You can’t make your mortgage payments online. You need to make your monthly mortgage payments by Direct Debit, which we’ll set up for you when you apply.

You can check and make some changes to your mortgage account with online banking such as:

  • Check your current interest rate or your outstanding balance.
  • View the amount of your next payment and when it's due.
  • Change your payment date or bank details.

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Can I take a payment holiday?

Yes - After you’ve made six monthly payments, you can apply to take a one month payment holiday. You can take two one month payment holidays in any 12 month period and up to six one month payment holidays over the term of your mortgage.

Interest will still accrue during your payment holiday and so your monthly payment may increase after it.

Before we agree to a payment holiday we’ll need to check you can afford it – and that it won’t increase your total mortgage above our maximum loan to value (LTV). This is the amount of your mortgage shown as a percentage of the property’s value or purchase price, whichever is lower. For example, if your property value was £100,000 and your mortgage was £70,000, your LTV would be 70%.

If you are on a payment holiday at the end of your current deal and want to switch to a new mortgage product, you'll need to give our team a call and they can advise on what happens next.

If you would like to take a payment holiday, the key thing is to speak to us first and agree it in advance. You can call our UK based Mortgage Team on 0345 217 2050*. We’re open 8am – 9pm Monday to Friday and 9am – 4pm Saturday.

*This number may be included as part of any inclusive call minutes provided by your phone operator. Calls may be recorded.

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What can I do if I miss my monthly payment?

If you miss your monthly mortgage payment, please contact us on 0345 051 8447* as soon as possible to discuss your circumstances and to agree a resolution.

We’ll agree a reasonable amount of time with you in which you can pay back any missed payment(s).

Continuing to miss payments will affect your credit rating and may lead to charges. The charges are outlined in our Tariff of Charges PDF.

If you’re experiencing financial difficulties, we've included details on our website to help you find out what options are available to you.

For more information please see our Mortgage Guide PDF.

Your home may be repossessed, as a last resort, if you do not keep up repayments on your mortgage.

Calls may be recorded. *This number may be included as part of any inclusive call minutes provided by your phone operator.

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