Communications about your account will now come from us. You may receive some correspondence from your previous lender about matters from before the transfer.

For most customers, registering for Self-Serve to manage your account online is quick and easy. To find out how to register go to our Using Self-Serve page. However, we’re sorry, if your account is in the name of a limited company, you won’t be able to use this service.

Don’t worry, you don’t need to do anything. Where necessary your previous lender will forward recent payments to us. However, your previous lender won’t forward payments indefinitely, and if you don’t pay by Direct Debit, please ensure you send future payments to our bank account.

If you have recently paid off your mortgage, we may have prepared and sent you a welcome letter before the redemption was fully processed. You don’t need to take any further action, but you can call us if you’re unsure.

Your previous lender managed fees separately from your main mortgage account balance. To maintain this separation, we created new sub-accounts for any fees previously added to your mortgage.

Your previous lender would have notified you when fees were applied to your mortgage, and the amount of any fees will have shown on the annual statements they sent to you as an ‘Outstanding fees balance’.

Although your previous lender didn’t separate fees into different sub-accounts, we’re treating these fees in a very similar manner. They’ll be considered as a separate part of the amount you owe. There’ll be no monthly payments required for these fees, but they will be due to be paid at the end of your mortgage term. You’re no worse off than you were with your previous lender.

If any fees previously charged to your mortgage were non-interest-bearing, we’ve placed the amount of the fees into a new sub-account on which we won’t charge any interest. This sub-account may also contain ‘transfer interest’ – we’ve explained more about that in ‘What is transfer interest?’ below.

You don’t need to repay this sub-account until the end of your mortgage, and because no interest is charged on it, you won’t be financially disadvantaged. It’s in the best interests of most customers to repay any interest-bearing balances before repaying this sub-account.

If any interest-bearing fees were previously charged to your mortgage, we’ve placed the amount of the fees into a new sub-account on which we’ll continue to charge interest. The new sub-account won’t be included in your monthly payment. Although we don’t expect you to repay this sub-account until the end of your mortgage term, you can repay the new sub-account whenever you choose.

You may have more than one new interest-bearing sub-account if you had existing mortgage sub-accounts with your previous lender.

No further fees will be added to the new sub-accounts. In future, if we charge you any fees, they’ll be added to your main mortgage account, and we’ll charge interest on them.

With your previous lender, customers’ monthly payments typically included interest for the prior month. However, monthly payments to us will include the interest for the current month in line with our system functionality.

We didn’t expect you to pay more than a month’s interest in your July payment to us. So, your July payment will include interest for the month of July, and any interest that would otherwise have been charged by your previous lender has been placed in a new non-interest-bearing sub-account.

You don’t need to repay this sub-account until the end of your mortgage, and because no interest will be charged on it, you won’t be financially disadvantaged. If your previous lender charged any non-interest-bearing fees to your mortgage, the amount of those fees has also been placed in this sub-account.

The amount of transfer interest (if any) depends on the date on which your previous lender added interest to your account. Here are three different examples to help you understand how it works:

1. If your previous lender added interest on the 1st day of the month, your June payment typically included interest from 2nd to 31st May, as well as for 1st June. Your July payment to us will include interest from 1st to 31st July. Interest from 2nd to 30th June will be the transfer interest placed into the new sub-account on which no interest is charged.
2. If your previous lender added interest on the 10th day of the month, your June payment typically included interest from 11th to 31st May, as well as 1st to 10th June. Your July payment to us will include interest from 1st to 31st July. Interest from 11th to 30th June will be the transfer interest placed into the new sub-account on which no interest is charged.
3. If your previous lender added interest on the last day of the month, your June payment typically included interest from 1st to 30th June. Your July payment to us will include interest from 1st to 31st July. So, your June payment included interest for the whole month of June, and your July payment includes interest for the whole month of July. In this case there is no transfer interest. However, if non-interest-bearing fees were charged to your account by your previous lender, you’ll still notice that you have a new non-interest-bearing sub-account, but it will only contain the amount of those fees.

If you or your solicitor have been sent a redemption statement, it will remain valid until the date on the statement. If your redemption statement has expired, we’ll need to issue a new one.

Please inform your solicitor of the transfer – if they request a new redemption statement on your behalf, they’ll need to request it from Jasper Mortgages.

If you’re requesting a redemption statement yourself, you can register for our Self-Serve system and request it online, or you can call us.

If you’re worried about being unable to meet your monthly payments, please take a look at the payment difficulties section of our website. You’ll find information about what to do if you’ve missed a monthly payment and how we may be able to help you.

There’s also information about maintaining an effective budget, finding support with the cost of living and where to get free, confidential, and impartial advice.

If you can’t find the help or information you need on our website, you can always call us – we’re here to help.

Yes – if your account is in arrears and you have an arrangement to manage your mortgage arrears it will continue as before. We’ll be sending you a letter to confirm the details of your payment plan. If we need to discuss your payment plan for any reason, we’ll contact you.

If some or all of your payments are being made by a third party, for example, the Department for Work and Pensions, you’ll need to inform the third party about our new bank details to make sure they send future payments to our bank account.

To find our bank details payment, please see the welcome letter we sent when your mortgage transferred to Jasper Mortgages. If you’re unsure about the bank details to use, please call us.

Yes, if your mortgage has flexible features, you’ll be able to use our ‘Choices’ scheme. Under Choices you can make overpayments by Direct Debit to build up an overpayment reservoir.

If you want to know more about Choices, or to set up an overpayment please give us a call.

If you have a current offer letter for a contract variation (such as adding or removing someone from your mortgage) you don’t need to take any action. If necessary, we may reissue some documentation to you and/or your solicitor. Any commitments made by your previous lender will be honoured by us.

A copy of data relating to your mortgage has been transferred to us. We will always comply with our legal obligations under applicable data protection law including the Data Protection Act 2018. For full details please visit the Privacy section of our website.

Credit reference agencies will be notified of the transfer of your mortgage and will update your report accordingly. They may send you an automated notification about this, but you don’t need to take any action. Please be assured that the transfer of your mortgage to Jasper Mortgages won’t have a negative impact on your credit file.

Don’t worry your complaint won’t be forgotten. You’ll receive a response from your previous lender or from us in due course.