Contacting us

If you’re unable to use Lender Exchange, you can request a redemption statement from us in writing.

We cannot:

• Accept any requests for redemption statements made by fax
• Send any redemption statements by fax, even if your request is urgent
• Correspond by email 

Find out more at the Lender Exchange website.

Some important points in relation to customers holding Together mortgages with an associated unsecured loan:

• If you’re requesting a redemption statement for the secured part of the mortgage only, where the unsecured loan part is not being repaid as part of the redemption, then this statement request cannot be processed via Lender Exchange. Instead, you’ll need to request this in writing using the address below.
• If you’re requesting a redemption statement for a standalone unsecured loan only (where the secured part of the mortgage with us has already been redeemed or is no longer outstanding) then this statement request can be made via Lender Exchange.

Request a redemption statement in writing 

If you’re unable to use Lender Exchange, you can request a redemption statement from us in writing to:

Heliodor Mortgages 
PO Box 124
Skipton
BD23 9FR

To help avoid delays, please include the following within the letter:

• Solicitor(s) name and address
• DX number
• 9-digit mortgage account number
• Title number
• Name and address of account holder(s)
• Authority to act on behalf of the account holder(s) dated within the last three months.

We cannot accept redemption requests over the phone, but if you do have any queries that need answering you can call us.

Requests for Title Deeds can be made through Lender Exchange, at the same time as requesting a redemption statement.

If there are any documents that need to be physically sealed, you must post them to our address. We’ll seal and return the documents within five working days.

If you require the title deeds separately, or are unable to use Lender Exchange, you can request them from us in writing to:

Heliodor Mortgages 
PO Box 124
Skipton
BD23 9FR

To help avoid delays, please include the following within the letter:

• 9-digit mortgage account number
• Title number
• Name and address of account holder(s)
• Authority to act on behalf of the account holder(s) dated within the last three months.

We can’t accept Title Deed requests over the phone. If you do have any queries that need answering, you can call us.

If the date of redemption changes, you may not necessarily need to request a new redemption statement.

If the redemption statement includes a daily interest amount, you can use that figure to adjust the total amount owed. If the statement is clearly valid for the month that you’re going to make the redemption payment, you don’t need to request another redemption statement.

However, if the dates change and the redemption payment occurs after the end of the month for which the redemption statement is valid, you’ll need to request a new redemption statement to make sure you have an accurate redemption figure.

For example, a redemption statement is created on 15 May and valid until the end of the following month, 30 June. However, the completion is delayed until 4 July, meaning you will need to request a new statement.

All requests for redemption statements should be made through the Lender Exchange secure online portal.

If you’re unable to use Lender Exchange, you can request a redemption statement from us in writing.

We don’t accept any requests for redemptions statements made by fax. We also don’t send any redemption statements by fax, even if your request is urgent.

Please send a bank transfer for the required amount, using our correct bank details – including the relevant mortgage or loan account number as the reference.

To obtain the correct bank details and amount required, please refer to the latest redemption statement.

We aim to apply the payment and confirm the mortgage is redeemed within 15 working days after receipt of the funds.

We’ll send written confirmation to whoever makes the final redemption payment to us.

To obtain details of the correct amount required, please refer to the latest redemption statement, or check within the Lender Exchange portal.

If funds are received from an account that does not match the customers details that we hold, or the appropriate authority hasn’t been received or a solicitor/conveyancer’s company that is NOT on the redemption statement provided, the payment will be returned to the sender.

This could cause a delay if you’re planning a house sale or remortgage. Payments that are returned will result in a delay to the account being closed and additional interest may be payable.

If the amount received on redemption isn’t enough to redeem the mortgage in full, we’ll apply the funds we have received as a lump sum repayment.

We’ll write out after receipt of the funds to whoever makes the payment to confirm the remaining balance still required.

All release of land or Land Registry queries should be made in writing to: 

Heliodor Mortgages 
PO Box 124
Skipton
BD23 9FR

To help avoid delays, please include the following within the letter: 

• 9-digit mortgage account number
• Title number
• Name and address of account holder(s)

If you are redeeming a mortgage any electronic discharges will be completed automatically. We’ll aim to do this within 15 working days of the funds being paid.

• After we have received the redemption payment and closed the account, we will release all charges held over the property with the relevant Land Registry. We aim to do this within 15 working days of the funds being paid. If the charge is released electronically, we will write and confirm this.

• If any documents need to be physically sealed, for example the Mortgage Deed, we will supply these within 15 working days of the funds being paid.

• We will automatically send confirmation the mortgage account has been redeemed, and we aim to do this within 15 working days of the funds being paid.

• If you need a Letter of Discharge, this can be requested in writing.

To notify us of a death, please contact us directly.

Call us: 0370 703 0312 Monday to Friday from 8.30am to 5.30pm. 

Write to us:

Heliodor Mortgages 
PO Box 124
Skipton
BD23 9FR

To help avoid delays, please include the following within the letter: 

• 9-digit mortgage account number
• Title number
• Name and address of the late account holder(s)
• Death certificate if available