Making your monthly payments
There are several easy and convenient ways to pay your mortgage every month, including Direct Debit, bank transfer, and debit card payment. You can find out more information here and see your options below.
Please note – we can only accept monthly payments from customers named on the mortgage account, unless you’ve set up a third-party authority allowing someone else to make payments on your behalf.
Paying by Direct Debit
The simplest way to make your monthly mortgage payments is by Direct Debit. It’s free, easy to set up, and you don’t have to worry about forgetting to make a payment. We’ll collect the payment from your bank account on the agreed date. If this date falls on a weekend or a bank holiday, we’ll collect your Direct Debit on the next available working day.
If your monthly mortgage payment changes, for example, because of an interest rate change, we’ll alter your Direct Debit and give you at least four working days’ written notice of your new payment amount.
You’re in control because you can ask your bank to cancel your Direct Debit at any time. You also have the reassurance of the Direct Debit Guarantee which means that, in the unlikely event of an error in the payment of your Direct Debit, you’re entitled to a full and immediate refund.
More about Direct Debits
If you want to set up, a Direct Debit you can call us with your bank details and ask us to set up your Direct Debit over the phone.
Or alternatively you can download an instruction form and complete and return it to us at:
Heliodor Mortgages
PO Box 124
Skipton
BD23 9FR
If you post the form to us, you’ll need to allow at least ten working days before your payment is due.
Once the Direct Debit is set up, we’ll write to tell you when the first payment will be collected.
You may need to make a payment using one of the methods described lower down the page if the Direct Debit won’t be collected before your next monthly payment is due.
Please note – you can only set up a Direct Debit using the instruction form if the bank account being used is in the same name as your mortgage. If you wish to set up a Direct Debit from a bank account under a different name, please call us to discuss this.
You can ask your bank to cancel your Direct Debit online, over the phone or in branch. You can also contact us and ask us to stop, or to suspend collecting payments from your bank.
If you’ve changed your bank using the Current Account Switch Service your existing Direct Debit should be transferred.
If you haven’t used the Current Account Switch Service and you want your payments to come from a different bank account, or you wish to make some other change to your Direct Debit, please sign in and send us a secure message via Self-Serve. Alternatively, find our other contact details here.
If the day of the month on which your Direct Debit is collected isn’t convenient, and you want to change it, please sign in and send us a secure message via Self-Serve or call us.
You need to make a payment every month, and you won’t be able to skip a monthly payment. We may be able to collect your payment earlier or later in the month.
If you’re having problems making your monthly payment, please contact us and we’ll try to help. Simply calling us won’t affect your credit rating.
If your bank rejects our request for payment, we’ll write and tell you, and let you know if we’ll make a second attempt to collect the payment from your bank. We may also send you a text message or give you a call.
If we don’t make a second request to collect the payment by Direct Debit, you’ll need to make your payment using one of the alternative methods below.
Other ways to pay
There are other ways you can make your payment.
Please read the information below carefully to make sure that, whichever payment method you use, your payment reaches us on time.
- This is particularly important when the last day of the month falls on a Saturday, Sunday, or on a bank holiday.
- If we don’t receive your monthly payment by the end of the month in which it’s due, your account could fall into arrears, and that may have a negative impact on your credit file.
- We can only accept payments from customers named on the mortgage account, unless you’ve set up a third-party authority allowing someone else to make payments on your behalf.
- We don’t accept credit card payments.
You can pay online using our Self-Serve facility or by calling us.
Using Self–Serve
Self-Serve is our secure online system, which is available 24 hours a day, 7 days a week. You can use it to make payments, check your balance, interest rate or payment amount, request a statement, send us a secure message and more.
Once you’ve registered and created your secure account for Self-Serve, you can use this to make a debit card payment quickly, easily, and securely.
Simply sign in, click Make a payment in the menu on the left of the Account Summary and then follow the on-screen prompts.
You’ll need your card at hand because we don’t store your debit card details.
Payments made after 9pm on weekdays (including bank holidays), after 5pm on Saturday or 7pm on Sunday will be applied to your account the following day.
We’ll provide an immediate on-screen confirmation that we’ve taken your payment but depending on the time you pay it may take up to 48 hours to show on your online account.
Not all customers can register for Self-Serve. You can find out who can register on our Using self-serve page.
Call us
Most customers can make a debit card payment quickly using our easy automated system, with no need to wait to speak to an agent. Simply call the usual number – our automated line is now available 24 hours a day, 7 days a week. When you call, please have your account number, correspondence postcode and your debit card ready. For your security, we don’t store card details, so we’ll ask for them each time.
If, for any reason, the automated system can’t process your payment, we’ll transfer you to one of our team members. Please note that this is only possible when agents are available to take calls during our general enquiry opening hours.
Payment deadlines at the end of the month
Although our automated system is available 24/7, payments made after 9pm on weekdays (including bank holidays), after 5pm on Saturdays, or after 7pm on Sundays won’t be applied to your account until the following day. This is especially important if you make your card payment on the last day of the month. If it’s after the times shown above, your account may fall into arrears, which could affect your credit report.
Bank transfer
Please note that payments received by bank transfer can only be applied to your account on a working day (Mon- Fri excl. Bank holidays) They can’t be applied to your account over a weekend, so you must consider this when making your payment at the end of the month.
If it’s the last working day of the month we recommend that you make your bank transfer no later than 1.45pm because your payment may not be sent to us immediately. If we haven’t received your bank transfer before 3.45pm on the last working day of the month, it won’t be applied to your account until the next working day. If that happens we may treat your account as being in arrears and it may affect your credit file.
Please check with your bank if you’re unsure how long processing and sending your bank transfer payment may take.
Standing order
A standing order is a regular payment that you set up through your own bank, either online, over the phone or in branch.
Most banks won’t process standing orders over the weekend or on a bank holiday. If you want to pay by standing order towards the end of the month, you’ll need to make sure you allow for when the month ends over a weekend or a bank holiday, because we may not receive your payment until the first working day after the weekend.
Account details
To find our bank details and send us a payment, you must sign in to Self-Serve and click on the Paying by bank transfer button in the Payments menu. Alternatively, you’ll find our bank details in the welcome letter we sent in November 2019. If you’re unsure about the bank details to use, please call us.
Please verify our bank account details before sending your payment and remember to include your mortgage account number as the reference. If we receive your payments without a reference, they may not reach your account and that could result in your account falling into arrears.
Sub-accounts – if your mortgage has one or more sub-accounts and you’ve made a payment that you want to be applied to a particular sub-account, please send us a secure message in Self-Serve.
If you’re sending us your monthly payment by cheque, please allow eight working days for postage and the payment to be applied to your account.
Your cheque should be made payable to Heliodor Mortgages.
Please write your account number on the back of the cheque and post this to us at:
Heliodor Mortgages
PO Box 124
Skipton
BD23 9FR