Service Availability FAQ’s
These Frequently Asked Questions relate to the limited service availability during 6th to 8th June due to planned system maintenance.
Systems will be taken down from Thursday 5th June at 6pm through to midnight on Sunday 8th June. All systems will be available again for start of day on Monday 9th June.
- Rates for our Interest Roll-Up and Optional Payment lifetime mortgage products will not be visible in sourcing sites during this time as the API’s will be unavailable.
- Rates for our RIO and PTLM products will continue to be available as they do not require the API’s.
Unfortunately, you will not be able to get a KFI from us due to the systems being unavialable. You will be able to get KFI’s again when the system is available on Monday 9th June.
Whilst our aim is to do complete this work with as little impact as possible, there will be some differences that customers will see. This includes:
- Changes to the format of statements and other letters
- OPLM monthly interest payments will be taken by 1 direct debit payment each month.
- OPLM customers who previously missed a payment will be reset.
No. All account numbers previously communicated to customers in their Offer of Loan and other correspondence we have sent to them will remain the same.
This work will enable us to service customers more efficiently and effectively. This is due to the enhanced functionality available on our long-term mortgage platform.
This will enable us to align more of our product features now and in the future.
No, we will continue to apportion payments across all loans based upon the size of each loan. This is due to the terms and conditions of the lifetime mortgage. In addition, not changing this ensures we do not inadvertently cause customer detriment due to higher ERCs on payments above the 10% OPR allowance.
No, there will be no impact to any applications that are in flight prior to the 6th June. If you do have any concerns then please contact us.
We will complete loans on the June 5th and 9th as normal. Please speak to us if you have any concerns.
Wherever possible, please let us know in advance if there is a need to repay the mortgage in full on 6th June.