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Homes for Ukraine

CHL fully supports the Government’s Homes for Ukraine scheme. We want to make the process as simple as possible for our customers, whether they are homeowners or landlords. If you are considering participating in the scheme, please visit the Government FAQs to find out more information. In line with Government guidance, please also let us know here and we will contact you in due course.

Bank of England Base Rate Change

It has been announced that the Bank of England Base Rate has increased from 0.75% to 1% in May 2022. We will be sending impacted customers written confirmation of the change to their monthly mortgage payment amounts in due course.

SMS Update

If we hold a mobile number on your account we may contact you by SMS. Please note that the SMS will come from ‘CHLMORTGAGE‘.
If you receive an SMS from us please call us on either 01252 812271 or 03330 148048 to discuss your account. If you have recently discussed your account with us you do not need to take any further action.

Contact details

We are committed to working with our customers to ensure that all your questions and requests are dealt with as our priority.

If you require assistance, please contact us on:

Customer Services: Telephone: 01252 812 271
(9am to 5pm Monday to Friday, excluding bank holidays)
e-mail: [email protected]
Arrears and Payment Enquiries:Telephone: 03330 148 048
(9am to 5pm Monday to Friday, excluding bank holidays with extended hours until 6pm on the last working day
of the month.)
e-mail: [email protected]
To make a payment: Telephone: 01252 812271, Option 1

Frequently Asked Questions

Here are some of the questions that our customers often ask us.

Why has my balance increased since completion?
Since completion, fees may have been added to the mortgage account in line with the tariff of charges or your mortgage offer. Alternatively the account may have been in arrears at some stage.
What is meant by the initial interest payment?
This is interest charged from the date of completion to the end of that month.This is added to the balance, where interest will be charged until the amount is repaid.
When should I expect my annual statement to arrive?
Annual mortgage statements coincide with the UK tax year and are sent free of charge. They are received by the end of the first week of May.
How do I order mortgage statements not coinciding with the UK tax year?
Additional copies of mortgage statements can be prepared and can be requested by phone, email, fax or post.
Can I change the terms of my mortgage?
It may be possible to change the terms of the mortgage in line with current criteria. You will need to request an illustration either by phone or in writing. If the change is agreeable an illustration will then be sent to you. If you wish to go ahead with the change, all named parties will need to sign the illustration and return it to our office. There is a fee for this service identified in the tariff of charges.
On redemption, is my mortgage account still subject to Early Repayment Charges?
Early Repayment Charges relate specifically to your mortgage product, please refer to your mortgage offer for details or telephone our Customer Services team.
How can I change my correspondence address?
If you have a Buy-to-Let mortgage and you change your residential address you can request to change your correspondence address in writing or by telephone. Requests for changes from third parties will not be accepted.
By what methods can I pay my monthly instalment?
There are several ways you can make your monthly mortgage payments:
  • Automated Card Payment System (01252 812271, Option 1)
  • Direct Debit for any day of the month
  • Bank Transfer/Standing Order
  • Debit Card over the phone
How can I change my correspondence address?
If you have a Buy-to-Let mortgage and you change your residential address you can request to change your correspondence address in writing or by telephone. Requests for changes from third parties will not be accepted.
How can I set up a direct debit?
You can set up a direct debit over the phone by calling our Banking Team on 01252 812271. Alternatively, you can request a direct debit mandate via post by calling the above number, which can be returned to the address below.
How can I make a flexible overpayment on my flexi account, when and how frequently can I do this?
To make an overpayment you will need to request an authorisation form via post or telephone on 01252 812271. Overpayments are subject to a limit in each 12-month period and you should confirm your requirements with us prior to making any payments. Source of funds will be required and should be sent at the same time as the overpayment to avoid delay in the application of funds. Please note that drawdown of overpayments made on flexi accounts is subject to lending criteria at the time. This means that some, or all, of these overpayments may not be available to be drawn down in the future.
How can I make a capital repayment?
Capital repayments can be made by most cards, banker’s drafts, cheque or bank transfer. Funds received may be subject to early repayment charges. Source of funds will be required and should be sent at the same time as the capital repayment to avoid delay in the application of funds.
How can I make an overpayment on a non flexi account?
Over-payments can be made by requesting the amendment of the account’s direct debit over the phone. There may be a limit to the amount that can be overpaid, and you should confirm your requirements with us prior to making any payments.
Can I borrow additional funds?
CHL does not offer further advances.
For advice on new mortgages or remortgages you should speak to your Financial or Mortgage Adviser.

Financial Difficulties

Are you struggling to meet your mortgage repayments?

If the answer is yes, CHL mortgages will try to help you, please review our dedicated page here.

Complaints

If you do not think we have treated you fairly, you can complain to:

Customer Relations Department, CHL Mortgages, Admiral House, Harlington Way, Fleet, Hampshire, GU51 4YA
or email [email protected]

If your complaint is not dealt with to your satisfaction, you may then take it to the Financial Ombudsman (FOS). The FOS provides a free and independent service for consumers, and can be contacted at:

The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Telephone: 0300 123 9 123 or 0800 023 4567
Website: www.financial-ombudsman.org.uk
Email: [email protected]

Important Documentation

The links below are to CHL’s mortgage documentation.

Tariff of Mortgage ChargesDownload
Complaints ProcedureDownload
Affordability Assessment FormDownload