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Mortgages frequently asked questions

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Answers to your questions about mortgages

Get an instant answer to your question by viewing frequently asked questions about mortgages.

  • From 3rd October 2012 our SVR for Santander mortgage customers is 4.74%.

  • Interest rates change from time to time and we reserve the right to change our SVR in the future (because of either funding costs or mortgage market conditions).

  • Talk to us
    0800 023 4603 if you have a Santander mortgage. Or
    0800 731 7553 if you have anAlliance & Leicester mortgage.

    Lines are open 8.30am - 7pm Monday to Friday and 9am - 1.30pm Saturday.

    We’ll ask for your mortgage account number which can be found on your latest mortgage statement.

    Get free, independent advice
    It's free to talk to any of these organisations:

    The Money Advice Service
    Call 0300 500 5000 or visit the Money Advice Service site

    Citizens' Advice Bureau
    Call 08444 111 444 or visit the Citizen's Advice Bureau site

    The National Debtline
    Call 0808 808 4000 or visit The National Debtline site

    The StepChange Debt Charity
    Call 0800 138 1111 (free from all mobiles) or visit the StepChange site 

  • The Alliance & Leicester Standard Variable Rate is 4.99%. A&L mortgage customers have different terms and conditions from Santander customers. Until 28th May 2010, the products previously sold to A&L customers were offered on the basis that, at the end of the introductory rate, the mortgage reverted to A&L's SVR currently 4.99% (Bank of England Base Rate +4.49%).

  • You cannot switch to the Santander Standard Variable Rate (SVR).

    You may be able to switch to a Santander fixed or tracker rate and at the end of the introductory period you would move onto the Santander SVR. To find out what deals are available, call 0800 092 3881.

    Lines are open 9am - 7pm Monday to Friday and 9am - 1pm Saturday.

  • This is where you only have a single loan active on your mortgage account. You could have more than one active loan on your mortgage if:

    • you've taken out an Additional Loan with us

    • you've transferred a product and increased your overall mortgage when you moved house or

    • you have more than one type of Repayment method i.e. part of your loan is on repayment and part is on Interest Only.

    If you're unsure, your latest annual mortgage statement will show the number of active loans. Please ignore any loans with a £0.00 balance.

  • Please make sure you have entered your account number correctly as shown on your mortgage statement. Select the first part of your account number from the drop down box and then enter the account number as detailed in the instructions on screen.

    If you are unable to sign in then please call 0800 068 6462 and an adviser will be able to inform you of the deals currently available to you.

  • We can only transfer your current deal online if you keep all the details of your existing mortgage the same. If you wish to make any changes to your mortgage including changing your method of repayment, your term or borrowing more then you will need to call us on 0800 068 6462.

  • No. You can only request one deal to transfer your mortgage onto. However if you're unsure which deal is best for you, then you could request paperwork for more than one product. We will only transfer your mortgage to the product which you sign and return the paperwork for.

  • If you have not signed and returned the paperwork then please just destroy the paperwork.

    If you've already signed and returned the paperwork to us:

    • If you were on our Standard Variable Rate then your mortgage will have already been transferred onto the deal you selected.

    • If you are within four months from the end of your existing deal then please call us on 0800 068 6462, as your mortgage will have been set up to transfer to the new deal automatically when your existing deal ends. We will need to check the current status of your transfer and inform you of your options.

  • The deals online are the same as the deals available over the phone.

  • Please call us on the telephone number shown in your letter. If you no longer have your letter, please call us on 0800 068 6462 and an adviser will be able to inform you of the deals currently available to you.

  • You can speak to our Mortgage Advisors on 0800 092 3881. We're open 8am to 9pm Monday to Friday and 8am to 4pm Saturday.

  • In order to drawdown on your mortgage you must have sufficient available funds or funds in your savings pot.

    If your mortgage account is in arrears, these must be cleared before a drawdown can be actioned. These can be cleared using your available funds or via a manual payment, depending upon the Flexible Offset Mortgage held

    You can drawdown from a Flexible Offset Mortgage which has a linked savings pot via the internet (if you have online access), via the phone or in writing to the Mortgage Centre (address below).

    You can drawdown from a Flexible Offset Mortgage which has available funds via the internet (if you have online access) or in writing to the Mortgage Centre (address below). Requests in writing must be signed by all parties to the mortgage.
    Drawdowns must be paid to the bank account which you pay your monthly mortgage payment from or in a cheque made payable to all parties on the mortgage. Please specify this on your request.

    There is an administration fee applicable if there have already been 3 requests made in the same calendar year. A fee may also be applicable if funds are released via Telegraphic Transfer depending upon the Flexible mortgage held.
    You can request this from our Mortgage Centre either by writing to us or contacting us by phone using the details below.

    Mortgage Centre addresses and telephone numbers
    Ex Alliance & Leicester Mortgages
    Santander, Image & Document Centre, Carlton Park, Narborough, LE19 0AL
    Tel: 0844 800 0080. 8am to 7pm Monday to Friday and 9am to 2pm Saturday.

    All other Santander Mortgages:
    Santander, P O Box 287, Stockton-on-Tees, Cleveland TS17 6QQ
    Tel: 0845 6000 346. 8am to 7pm Monday to Friday and 9am to 2pm Saturday.

  • Order a redemption statement by calling or writing to us using the details below:

    Santander Mortgages:
    Santander Mortgage and Loan Operations, Bridle Road, Bootle, L30 4GB
    Tel: 0845 600 3530. 8am to 7pm Monday to Friday and 9am to 1pm Saturday.

    Alliance & Leicester Mortgages
    Santander, Image & Document Centre, Carlton Park, Narborough, LE19 0AL
    Tel: 0845 600 3530. 8am to 7pm Monday to Friday and 9am to 1pm Saturday.

  • You can request this from our Mortgage Centre either by writing to us or contacting us by phone using the details below.

    You will need to pay an administration fee per calendar year for any interim or duplicate statement requested. This can be paid in a branch by cash or cheque, by sending a cheque to the Mortgage Centre or you may be able to add it to your next Direct Debit by calling us.

    Please be aware duplicate statements can take up to 15 days to be issued and delivered.

    Santander Mortgages:
    Santander Mortgage and Loan Operations, Bridle Road, Bootle, L30 4GB
    Tel: 0845 600 3530. 8am to 7pm Monday to Friday and 9am to 1pm Saturday.

    Alliance & Leicester Mortgages
    Santander, Image & Document Centre, Carlton Park, Narborough, LE19 0AL
    Tel: 0845 600 3530. 8am to 7pm Monday to Friday and 9am to 1pm Saturday.

  • In order to amend your property details, we require a written request signed by all parties to the mortgage.
    Depending on the amendment required, we may later request a copy of a utility bill before making the change.
    This should be sent to our Mortgage Centre using the details below.

    Mortgage Centre addresses and telephone numbers
    Ex Alliance & Leicester Mortgages

    Santander, Image & Document Centre, Carlton Park, Narborough, LE19 0AL
    Tel: 0844 800 0080. 8am to 7pm Monday to Friday and 9am to 2pm Saturday.

    All other Santander Mortgages:
    Santander, P O Box 287, Stockton-on-Tees, Cleveland TS17 6QQ
    Tel: 0845 6000 346. 8am to 7pm Monday to Friday and 9am to 2pm Saturday.

  • You must gain consent to let your property. Failure to do this could mean you are in breach of your mortgage Terms & Conditions. There may be a fee to let your property and you will be advised by our Lettings Team once they receive the Consent to Let application.
    The exceptions are on any mortgage that:

    • completed within the last 6 months

    • is a Flexible Offset Mortgage

    • is in arrears

    You can request a "Consent to Let" application form from our Mortgage Centre either by writing to us or contacting us by phone using the details below.

    Mortgage Centre addresses and telephone numbers
    Ex Alliance & Leicester Mortgages

    Santander, Image & Document Centre, Carlton Park, Narborough, LE19 0AL
    Tel: 0844 800 0080. 8am to 7pm Monday to Friday and 9am to 2pm Saturday.

    All other Santander Mortgages:
    Santander, P O Box 287, Stockton-on-Tees, Cleveland TS17 6QQ
    Tel: 0845 6000 346. 8am to 7pm Monday to Friday and 9am to 2pm Saturday.

  • Talk to us
    We may be able to help so please call us on 0800 028 1628, Lines are open 8am - 7pm Monday to Friday and 9am - 2pm Saturday. We’ll ask for your mortgage account number which can be found on your latest mortgage statement.

    Get free, independent advice
    It’s free to talk to any of these organisations:

    The Money Advice Service
    Call 0300 500 5000 or visit the Money Advice Service site

  • You can find out what type of mortgage you'd like and how much it's likely to cost. We'll be able to give you an 'Agreement In Principle', however we won't make you a formal offer until we've carried out a valuation on the home you want to buy. 

  • If you are not within the introductory rate period of a mortgage deal or on our Standard Variable Rate we can transfer you to a new deal in 14 days.

  • We do not currently offer new Buy to Let mortgages through the branch or over the phone – however we do offer these through Independent Financial Advisers. If you have an existing Buy to Let mortgage and you have a query, please call us on 0845 600 3530. Lines are open 8am to 7pm Monday to Friday and 9am to 1pm Saturday.

  • We are part of the following schemes:

    • Help to Buy: mortgage guarantee

    • Help to Buy: equity loan

    • Shared Ownership

    • NewBuy

    Find out more

  • You only pay back the interest with each monthly payment so at the end of your mortgage term you still owe the amount you borrowed when you took out the mortgage.

    Most lenders insist you put a repayment plan in place for the original amount you borrowed – an investment designed to raise the money you need to pay off the initial capital at the end of your mortgage.

  • With this option you're guaranteed to pay off your entire mortgage by the end of the term, provided you don't miss any payments.
    The amount that you pay each month is made up of capital and interest and is calculated to repay all of your mortgage by the end of the term.

  • The main reasons for making mortgage overpayments are to:

    • reduce the amount of interest you pay

    • reduce the amount you owe

    • be mortgage-free sooner.

  • You can overpay on any existing Santander mortgage.

    Fixed rate mortgages
    You can overpay on a fixed rate mortgage by up to 10% of your outstanding balance per calendar year (min £500) without paying an Early Repayment Charge.

    Please refer to your Key Facts Illustration (KFI) for clarification

    Tracker rate mortgages
    You can make unlimited overpayments (min £500).
    If you took out a tracker rate mortgage before 16 September 2013 you may need to pay an Early Repayment Charge. Please refer to your Key Facts Illustration (KFI) for clarification.

    Flexible Offset mortgages
    You can make unlimited overpayments on a Flexible Offset mortgage without paying an Early Repayment Charge.

    Standard Variable Rate mortgages
    You can make unlimited overpayments on our Standard Variable Rate (min £500) without paying an Early Repayment Charge.

    How do I do this?
    To make an overpayment on a fixed, tracker or Standard Variable Rate mortgage please print off the overpayment form and send to the address on the form or call 0845 600 3530.


    If you wish to make an overpayment on your Flexible Offset mortgage simply use Online Banking or call us on 0845 600 3530.
    Lines are open 8am to 7pm Monday to Friday and 9am to 1pm Saturday

  • You have an Interest Only mortgage if:

    • Your mortgage is described as Interest Only on your paperwork and mortgage statement

    • Your monthly payments do not pay off the capital (the money you've borrowed) on your mortgage.

    • you have an endowment, ISA or other repayment plan to pay off your mortgage.

  • We recommend checking your repayment plans are on track at least annually – and more often if possible. This means if your plans aren't as expected, you can act as early as possible to make sure you can still pay off your Interest Only mortgage at the end of the term.

    Remember to check:

    • the amount you will owe at the end of your mortgage – find this on your mortgage statement

    • the amount your repayment plans are likely to produce and whether this will cover the amount you'll owe

    If you want to speak to someone call us on 0845 607 1132 . Lines are open 9am – 5pm Monday to Friday.

  • There are a number of options open to you. Your options could include:

    1. Change your mortgage from an Interest Only to a Repayment mortgage with, or without, changing your mortgage term.

    2. Make overpayments on your Interest Only mortgage to reduce the capital outstanding, with the aim of paying it back by the end of the mortgage term. Please note that our minimum overpayment amount is £500 and on some products you can only overpay up to 10% of your mortgage balance per calendar year during your initial rate period without paying an Early Repayment Charge.

    3. Consider selling your property or any other assets you hold, to pay back your Interest Only mortgage and consider downsizing to a lower value property.

    Talk to us
    We can help you understand the options available to you. Call us on 0845 607 1132 Lines are open 9am to 5pm Monday to Friday.

    Talk to an Independent Financial Adviser (IFA)
    They may charge a fee but can help you work out the best plan for you. Find an Independent Financial Adviser in your area.

    When you talk to either us or a financial adviser, it can help to have a good idea of:

    • your income

    • current and future expenses

    • the value of your home

    • how much you owe on your mortgage

    • your mortgage term

    • the projected value of your existing repayment plans

    • the age you intend to retire.

  • Talk to us
    We may be able to help so please call us if you have a Santander Mortgage on 0800 023 4603 or an Alliance & Leicester mortgage on 0800 731 7553. Lines are open 8.30am - 7pm Monday to Friday and 9am - 1.30pm Saturday. We’ll ask for your mortgage account number which can be found on your latest mortgage statement.

    Get free, independent advice
    It's free to talk to any of these organisations:

    The Money Advice Service
    Call 0300 500 5000 or visit the Money Advice Service site

    Citizens' Advice Bureau
    Call 08444 111 444 or visit the Citizen’s Advice Bureau site

    The National Debtline
    Call 0808 808 4000 or visit The National Debtline site

    The StepChange Debt Charity
    Call 0800 138 1111 (free from all mobiles) or visit the StepChange site

  • Why have you written to me?
    The Financial Conduct Authority (FCA), one of the UK Financial Services Regulators published a review of Interest Only mortgages in 2013 which reminded borrowers that it remains their responsibility to have a suitable plan to repay their Interest Only mortgage at the end of the term. Santander, along with other lenders, is contacting customers to make sure they have suitable plans to repay the capital when their Interest Only mortgage ends.

    Do I need to do anything because of this letter?
    If you have received a letter there is the option to either complete a short form and return it to us in the pre-Paid envelope or, call us on the free phone number on the letter or you can use our online form to update us on your repayment plans.

    How do I access the online form?
    To use the form you will need to tell us your date of birth, the reference on the letter you received from us and your postcode. You will then be able to complete and submit the form. Please note you will only be able to complete the online form once.

  • To give us your new contact details, you will need to contact us in writing at:

    Santander Mortgages,
    Mortgage and Loan Operations
    Bridle Road
    Bootle
    L30 4GB

    Alliance & Leicester Mortgages
    Santander Image and Document Centre
    Carlton Park
    Narborough
    LE19 0AL

  • Overpayments
    You can make overpayments on your Flexible Offset mortgage at any time. Simply use Online Banking to change the payment amount or call us on 0845 600 3530 Lines are open 8am to 7pm Monday to Friday and 9am to 1pm Saturday.

    Underpayments and payment holidays
    If you have the funds available in your savings pot, you can underpay and take payment holidays, giving you control of your payments. Simply use Online Banking to change the payment amount or call us on 0845 600 3530 Lines are open 8am to 7pm Monday to Friday and 9am to 1pm Saturday.

  • Available funds
    To access the available funds on your Flexible Offset mortgage simply use Online Banking.

    Borrow more
    You can ask for a Credit Limit Review to borrow up to a maximum of 75% of the value of your home by simply using Online Banking or calling us on 0800 092 3881. Lines are open 8am to 9pm Monday to Friday and 8am to 4pm Saturday.

  • If you decide you want to move home, you can apply to transfer your Flexible Offset mortgage can easily be transferred to your new home, so you can enjoy the same great rate, even if you need to borrow more.

    Simply arrange to speak to a Mortgage Adviser by calling 0800 092 3881. Lines are open 8am to 9pm Monday to Friday and 8am to 4pm Saturday

  • If you use Online Banking, you can see and manage your Flexible Offset mortgage online.

    If you haven’t yet got access, register for Online Banking today.

  • Can't find what you are looking for? Find more on the main FAQs page.

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