We want to make it easy for you to manage your mortgage with us, so we have put together some of our frequently asked questions. If you have any questions that are not answered here, please do get in touch.
Most frequent questions and answers
Your payment details will be confirmed to you in writing in your Welcome Letter. Your first payment date is usually the following month after your mortgage completed. However, it will depend on the date your mortgage completed and the payment date you have chosen.
Your Welcome Letter will be sent to the correspondence address we hold on file. We will endeavour to send this out as soon as possible, but this should be within 7 working days.
Your first payment amount will be confirmed in your Welcome Letter along with the details of your subsequent monthly payments.
Your first payment may be higher as it includes your contractual monthly payment, plus any interest that has accrued between the date your mortgage completed and your preferred payment date. For example, if your mortgage completed on 30th January and you have requested your payments to be on the 1st of the month, you will not make a payment on the 1st February. Your 1st payment will be on 1st March, therefore as well as your regular monthly instalment, you will be required to pay interest on 30th and 31st January. This additional interest will be included in your first monthly payment.
Yes, please call us on 0345 350 3696 to provide your new bank details or you can email us at email@example.com. We can also send you a Direct Debit Mandate to fill in and return to us if you would prefer. Prior to making any change, we will need to see a bank statement issued on the same account as the new direct debit dated within the last 3 months.
Please be aware that we will need at least 10 working days to amend the Direct Debit before your payment is due so we can make the change in time.
You can make lump sum and regular overpayments at any time, although these will incur an Early Repayment Charge if they exceed specified amounts. Please see "What happens if you want to make overpayments?" in your offer document for details of applicable Early Repayment Charges.
If you make any overpayments, we will reduce your mortgage balance immediately, and your monthly payments will be adjusted accordingly in line with your new outstanding balance.
We may ask you to provide evidence of the source of any funds you intend to use to make an overpayment. Call us on 0345 350 3696 if you would like to discuss your overpayment options in more detail. You can also email us at firstname.lastname@example.org to find out more.
If you call us on 0345 350 3696 and pass our identification and verification checks, we will be able to give you a balance over the phone. We will also send you an annual statement, which will be produced around the anniversary of the completion of your mortgage. In addition, we can provide you with an ad-hoc statement at any time. Please be aware that there is a £25.00 charge for this service, which is payable when your request is made.
Our Tariff of Charges has all the information you need to know about our fees and charges. Please call us on 0345 350 3696 if you have any questions.
You can redeem your mortgage at any time. Please be aware that you may incur Early Repayment Charges if you pay your mortgage back before the agreed end date of the loan. Please refer to your offer letter for details of the early repayment charges for your loan.
If you are interested in redeeming your mortgage with us, you can call us on 0345 350 3696 or email us at email@example.com to request a redemption statement. If your solicitor is requesting a redemption statement, this must be on their official letter headed paper and we will need confirmation from yourself that we can disclose that information.
Before you reach the end of your initial rate period, we will write to you to let you know what this means for your future payments. Please do call us on 0345 350 3696 if you have any questions.
Yes, please call us on 0345 350 3696 to update your address. Please be aware that we will need to speak with all parties wishing to change their address. If you would prefer to provide a written request, it will need to be signed by all parties who would like their address to be updated.
If you would prefer to write to us, our address is Keystone Property Finance, 42 King Hill Avenue, Kings Hill, West Malling, ME19 4AJ.
For mortgages completed on or after the 15th of March 2021 call the number above. Any loans completed prior to this, please call 0345 877 8913.
We are open Monday to Friday, 8:30am – 5:30pm. Calls are monitored and recorded for training purposes. We are not open on Bank Holidays.