Making changes to your mortgage

It’s important that you keep us up to date with your contact details and there’s no fee to make any changes.

We’ll update your phone number as soon as you tell us your new details.

If you’re changing your correspondence address, it will take us a few days to update our records, and as part of this process we’ll also ask you to tell us the reason why. Once the change has been made, we’ll write to you at both your old and new addresses to confirm that our records have been updated.

If your address change relates to a Limited Company, we’ll need to verify this with the records at Companies House. Once the address change is made, we’ll also only write to the new address to confirm the change.

Update your contact details using Self-Serve

You can tell us about a change to your correspondence address or other contact details using Self-Serve, our secure online system, which is available 24 hours a day, 7 days a week.

See our handy guide about how to do this

Please note – if you have more than one mortgage account registered under the same username, you’ll need to make the changes for each account in turn.

Not all customers can register for Self-Serve. You can find out who can register on our using self-serve page.

Update your contact details in writing or by calling us

You can also tell us your new contact details in writing or by calling us. You’ll find our address, phone number and opening hours on our contact us page.

To help avoid delays, if you write to tell us your new correspondence address, please remember to include your name, mortgage account number and the address of your mortgaged property. You’ll also need to tell us the reason why your correspondence address is changing. Depending on what you tell us, we may need to call you to understand more about this.

To request a change to a registered office, please write to us at:

Jasper Mortgages
PO Box 111
Skipton
BD23 9FA

Your request must be verified by a Certificate of Change of Registered Office Address from Companies House.

Please also remember to include your name, mortgage account number and the address of your mortgaged property in your letter.

If a Director of your Limited Company is changing their name, a new Director is joining or a Director is leaving, please call us.

We’ll talk you through what you need to do so we can update our records.

You can update the name that is held on your mortgage with us, for example if you’ve married or divorced. We don’t charge a fee to make this change.

To do this we’ll need to see:

• A copy of your new signature
• A copy of your old signature

We’ll also need one of the following documents:

• Marriage certificate
• Decree absolute
• Birth certificate
• Change of name deed
• Civil partnership certificate

You’ll need to send the above to:

Jasper Mortgages
PO Box 111
Skipton
BD23 9FA

We’ll return any original documents (e.g. your marriage certificate) by recorded delivery, usually within seven working days.

Certified true copies of the original documents will be accepted. The person who certifies the copy must be a member of a professional body, such as one of the following:

• Solicitor
• Bank or Building Society official
• Chartered Accountant
• Chartered Surveyor
• Dentist
• Doctor
• Minister of Religion
• Councillor
• Person with FCA regulated status
• Post office official (through the post office’s certification service)
• Member of Parliament, or Scottish/Welsh/Northern Ireland Assembly Member
• Serving police officer
• Social worker
• Embassy, consulate, or high commission officer in the country of issue
• Notary Public
• Commissioner for Oaths

Once you’ve given us the information and documents we need, we’ll update your records and start using your new name.

It takes a short time to arrange this, so you might receive letters addressed to your old name for a while.

Please remember – It’s your responsibility to ensure that other official records (such as with the Land Registry) are updated where necessary to reflect your change of name. If you are unsure of how to do this or what else may need updating, we recommend you seek independent legal advice from a solicitor.

To enable someone else (such as a friend or relative) to discuss and obtain information about your mortgage account or make payments on your behalf, you’ll need to request that a third party authority is set up. We don’t charge a fee to do this.

For support if English isn’t your first language, please click here.

There are many situations which could mean you need help and support in managing your mortgage account. For example, if you have a serious health condition, need help with your payments or are struggling to manage your mortgage account on your own. Appointing a person to help you could provide you with valuable support.

Who can you appoint as a third party

Enabling someone else to support you in managing your mortgage account is an important decision. You should think carefully before setting up a third-party authority. The third party must be:

• Someone you trust – such as friend or family member.
• Someone who has time and is willing and able to make the effort to help you.
• Someone who understands your needs.

Anyone you choose to support you must meet the following criteria:

• Individuals must be 18 years of age or over.
• They must be a UK resident.
• If they are to make payments on your behalf, individuals must be able to provide photographic identification (such as a passport or driving licence) if we require it.
• Anyone helping you must have the mental capacity to do so.
• They cannot have any interest (financial or otherwise) in your mortgaged property.

If you’re unsure whether giving third party authority to someone is right for you, we recommend you seek independent legal advice from a solicitor.

What can you authorise a third party to do

There are three different levels of authority that you can request for your third party:

Information only – they can request, discuss and provide information about your account.

Payments only – they can make payments on your behalf.

Payments and Information – they can request, discuss and provide information about your account and make payments on your behalf.

Whilst the third party will be able to help you, we won’t send statements or routine letters to them directly.

If the third party does make payments on your behalf, you’ll need to explain to them how much they’ll need to pay and when they’ll need to pay it. They can’t make payments by Direct Debit, but they can pay by calling us, by sending us a cheque or by bank transfer. You can find details of these payment methods here.

The third party won’t be able to make changes to your account. Giving someone third party authority doesn’t change your agreement with us – it doesn’t make them responsible for your mortgage and it doesn’t give them any financial interest in your property.

How long the authority will last

The authority lasts for a maximum of 12 months from the date it’s added, unless you specify a shorter period or tell us that you want it to stop before that.

After the authority expires, if you still need help with your account, you must contact us to set up a new authority.

Any authority in place also ends on the death of an account holder.

How to request Third Party Authority

Please print, complete and post a third party authority form to us. If you don’t have a printer, you can sign in to Self-Serve and send us a secure message or call us and we’ll post the form to you.

When you complete the form, you’ll need to confirm what level of authority you want to give to the third party from the three options available.

You’ll also need to ask your nominated third party to complete part of the form and provide a signature.

If the third party is an individual, their signing the form confirms they have received a copy of our Privacy Notice, which explains how we’ll use their personal information. Please ensure they receive a copy of this document or tell them where they can find it on our website.

If the third party is a company, you won’t need to provide them with details of our Privacy Notice.

If there’s anyone else named on your mortgage account and you want to give the third party the authority to act for another borrower too, the other borrower will also need to sign the form.

Once the form is completed and signed by all necessary parties, please post it to us at this address:

Jasper Mortgages
PO Box 111
Skipton
BD23 9FA

Once we’ve received your completed form, if you’ve requested for the third party to make payments on your behalf, we’ll carry out routine checks with credit reference agencies to confirm their identity. These checks won’t leave a footprint on their credit file.

We may write to the third party and ask them to send us photographic identity documents, such as their passport or driving licence. However, this will only happen if we cannot confirm their identity via routine checks.

We’ll write to you confirming when the third-party authority has been added to your account. This will typically take around seven to ten working days from the date when we receive your request.

You should then let your third party know that the authority is in place, as we won’t tell them directly.

If you have Third Party Authority

If you’ve been given authority as a third party, please contact us to discuss any actions you may wish to take on behalf of our customer.

Power of Attorney is a legal document that allows someone (such as a trusted friend or relative) to make decisions for you. They can act on your behalf if you’re no longer able or no longer want to make your own decisions – such as for long-term physical or mental health reasons.

Free information is available on the Citizens Advice Bureau’s website pages ‘Managing affairs for someone else’, which explain the types of power of attorney available. There is also information on the Government’s Moneyhelper website ‘How to make and register a power of attorney’.

There will be some costs for you to consider if you want to set up a Power of Attorney.

If you’re unsure whether giving someone Power of Attorney is right for you, we recommend you review the website information referred to above. You’ll also find additional information and guidance by searching on the governments website. You may need to seek independent legal advice from a solicitor, however they are likely to charge you for their services.

With Power of Attorney in place, the nominated person (or people) to be the attorney would be able to discuss and obtain information about your account with us and make payments on your behalf.

We won’t charge you a fee for notifying us that Power of Attorney is in place.

Notifying us that Power of Attorney is in place

Before we’re able to act on a Power of Attorney, we’ll need to see the original court-executed Power of Attorney or a certified copy of it.

If there are no specific restrictions stipulated within the Power of Attorney, then we’re also able to accept a secure access key from you to source a digital copy ourselves.  Information on obtaining the secure access code that we require from you can be found on the Gov.uk website.

Alternatively, you can choose to still send us the original court-executed Power of Attorney or a certified copy of it.

Once we receive this from you, we’ll provide you with a form to complete. This is so that we can carry out the necessary identification checks on your attorney. You’ll also need to ask your attorney to complete part of the form and provide a signature.

Their signing the form confirms they have received a copy of our Privacy Notice, which explains how we’ll use their personal information. Please ensure they receive a copy of this document or tell them where they can find it on our website.

This form should be sent to us along with two documents from the list below to confirm the attorney’s identity.

We’ll need one document from this list:

• Current full signed passport
• Disabled persons parking permit
• Resident permit issued to EU Nationals by the Home Office
• Current UK/EU photo driving licence
• Current full UK driving licence (old style)
• Firearms certificate

We’ll also need a second document from this list:

• Most recent annual statement
• Current local authority council tax bill
• Current local authority rent card or tenancy agreement
• Current bank / building society/ credit union statement or passbook
• Recent utility bill (not mobile phone) dated within the last three months
• Current UK / EU photo driving licence
• Current full UK driving licence (old style)

We’ll return any original documents by recorded delivery, usually within seven working days.

We can accept certified true copies of the original documents – although the person who certifies the copy must be a member of a professional body, such as one of the following:

• Solicitor
• Bank or Building Society official
• Chartered Accountant
• Chartered Surveyor
• Dentist
• Doctor
• Minister of Religion
• Councillor
• Person with FCA regulated status
• Post office official (through the post office’s certification service)
• Member of Parliament, or Scottish/Welsh/Northern Ireland Assembly Member
• Serving police officer
• Social worker
• Embassy, consulate, or high commission officer in the country of issue
• Notary Public
• Commissioner for Oaths

These documents and the signed form should be sent to:

Jasper Mortgages
PO Box 111
Skipton
BD23 9FA

After we’ve received and reviewed the necessary documents, we’ll record details of the nominated attorney(s) on the account and then write to our customer confirming this is in place. This will typically take around seven working days from the date we receive the correct documents.

We will not let the attorney know that the authority is in place, as we won’t write to them directly.

From this point forward we will be able to deal with the attorney in the manner specified within the Power of Attorney.

Holders of a Power of Attorney

If you hold a Power of Attorney and the steps above have been completed, please contact us to discuss any actions you may wish to take on behalf of our customer.

Ending a Power of Attorney

Once a Power of Attorney is in place, it will be valid for the period specified within the original document, unless either our customer or the attorney advises us, in writing, that this is no longer valid.

If that happens, we’ll then update our records and confirm in writing to our customer that the Power of Attorney has ceased.

Information on which forms are required to cease a Power of Attorney can be found on the Gov.uk website.

A Power of Attorney will also cease upon the death of our customer.

When someone dies, dealing with their financial affairs can be stressful and upsetting. We’re here to help, so please contact us for support at any point.

If your mortgage is in more than one name (such as a joint account) and one account holder has died, we offer you our sincere condolences.

To tell us about the death, please call us, or write to us at:

Jasper Mortgages
PO Box 111
Skipton
BD23 9FA

When you contact us, we’ll need to know the following information:

• The full name of the deceased customer.
• The mortgage account number.
• Your full name, address, and contact number.
• Your relationship to the deceased customer.
• The date of death.
• Confirmation that the Death Certificate is being sent to us

As soon as we’re notified of the death, we’ll send a letter to the correspondence address on the account to advise of next steps.

Unfortunately, we won’t be able to update our records formally until we’ve received a copy of the Death Certificate. We’re sorry if you receive any letters directly addressed to the deceased before we’re able to complete this process.

You can send us the Death Certificate (as an original or a certified copy) if you have it, which we’ll return to you later.

We’ll return any original documents that you send to us by recorded delivery, usually within seven working days.

We can accept certified true copies of the original documents. The person who certifies the copy must be a member of a professional body, such as one of the following:

• Solicitor.
• Bank or Building Society official.
• Chartered Accountant.
• Chartered Surveyor.
• Dentist.
• Doctor.
• Minister of Religion.
• Councillor.
• Person with FCA regulated status.
• Post office official (through the post office’s certification service).
• Member of Parliament, or Scottish/Welsh/Northern Ireland Assembly Member.
• Serving police officer.
• Social worker.
• Embassy, consulate, or high commission officer in the country of issue.
• Notary Public.
• Commissioner for Oaths.

Changes to your account

If you have a mortgage in joint names and the property is owned as ‘joint tenants’, after you’ve sent us the Death Certificate, we’ll change the account into the sole name of the surviving borrower. We won’t need any further documents from you.

Where the mortgage is in joint names and the property is owned as ‘tenants in common’ the deceased’s share of the property doesn’t automatically pass to the surviving borrower. In these circumstances, we’ll also need to see the grant of probate or certificate of confirmation.

Making your monthly payments

You still need to make your monthly payments, so if you’re worried about this, please call us and we’ll try to help. We understand this is a difficult time, and we’ll discuss putting some temporary support in place.

If your monthly payments were made by a Direct Debit in the name of the deceased customer and this is not already cancelled, we will cancel this – so you may need to set up a new Direct Debit or make a payment to us by another method.

You’ll continue to be charged interest on your mortgage, so if you miss any mortgage payments, your credit history may be affected, and your mortgage balance will increase.

We know you’ll have a lot on your mind, so if you do fall behind with your monthly payments, we’ll be careful to limit the number of letters, texts or phone calls we send or make over the next six months. During this period, you also won’t be charged any monthly arrears fees that may otherwise have applied.

Other things to consider

You should apply to HM Land Registry to update the property records. It can be a complex process, so you should get legal advice if you are unsure what to do. There are different processes in Scotland and Northern Ireland. There’s more information on the government website.

We also suggest you contact your building and contents insurance provider and review your policies to ensure they remain suitable.

Further help and support

To see details of various organisations and charities offering emotional, practical and financial support, please see our bereavement page.

We’ve also included a glossary to explain some of the most common terms that you may well come across when someone has died.

When someone dies, dealing with their financial affairs can be stressful and upsetting. We’re here to help, so please contact us for support at any point.

If you’re representing a loved one who had a mortgage with us, we offer you our sincere condolences.

To tell us about the death, please write to us at:

Jasper Mortgages
PO Box 111
Skipton
BD23 9FA

When you write, please include the following information:

• The full name of the deceased customer.
• The mortgage account number, if you know it.
• Your full name, address, and contact number.
• Your relationship to the deceased customer.
• The date of death.
• The full name and address of the personal representative of the estate (if it’s not you).
• The Death Certificate (the original or a certified copy)
• When you have it, a sealed copy of the grant of probate or certificate of confirmation.

We’ll return any original documents that you send to us by recorded delivery, usually within seven working days.

We can accept certified true copies of the original documents. The person who certifies the copy must be a member of a professional body, such as one of the following:

• Solicitor.
• Bank or Building Society official.
• Chartered Accountant.
• Chartered Surveyor.
• Dentist.
• Doctor.
• Minister of Religion.
• Councillor.
• Person with FCA regulated status.
• Post office official (through the post office’s certification service).
• Member of Parliament, or Scottish/Welsh/Northern Ireland Assembly Member.
• Serving police officer.
• Social worker.
• Embassy, consulate, or high commission officer in the country of issue.
• Notary Public.
• Commissioner for Oaths.

As soon as we’re notified of the death, we’ll send a letter to the correspondence address on the account to advise of next steps.

Unfortunately, we won’t be able to update our records formally until we’ve received a copy of the Death Certificate. We’re sorry if you receive any letters directly addressed to the deceased before we’re able to complete this process.

Next steps with the account

We allow up to 12 months for arrangements to be made for the repayment of the mortgage.

We can’t consider adding a new party to the mortgage account, so it must be repaid within 12 months.

Please keep us informed about the plans for the property and the repayment of the mortgage balance. You may wish to consider taking independent advice about how to proceed.

Making further monthly payments

There is no strict requirement for monthly payments to continue. However, it’s important to know the balance of the mortgage will increase because interest will continue to be charged until the balance owed is repaid.

If you wish to arrange to make mortgage payments from the estate, please contact us and we’ll explain what is required before we can accept a payment from you or another third-party.

If no payments are made or the mortgage falls into arrears, we’ll continue to send regulatory letters about the arrears. However, we understand this may be a difficult time so for the next 12 months we’ll be careful to limit the number of letters, texts or phone calls we send or make to allow time for the administration of the estate.

During this 12-month period, any monthly arrears fees that may otherwise have applied won’t be charged.

Power of attorney/ third party authority

Please note that a power of attorney or third party authority ends when an account holder dies. We can only discuss the account with someone when grant of probate/confirmation is received and registered on the mortgage.

Obtaining probate or confirmation 

‘Probate’ or ‘confirmation’ is the legal right to deal with someone’s property, money and possessions (their ‘estate’) when they die. In England, Wales and Northern Ireland, if there’s a will, the person dealing with the estate will need to apply for a ‘grant of probate’. If there’s no will, they’ll need to apply for a ‘grant of letters of administration’. In Scotland, the person dealing with the estate will need to apply for ‘confirmation’.

There is guidance on applying for probate on the government website.

To apply for probate the person dealing with the estate will need to know the outstanding balance on the mortgage or loan account at the date of death. We can supply this information after we have received the Death Certificate, but we’re unable to discuss the account in more detail until we have received grant of probate or confirmation.

Further help and support

To see details of various organisations and charities offering emotional, practical and financial support, please see our bereavement page.

We’ve also included a glossary to explain some of the most common terms that you may well come across when someone has died.

If you have a single buy-to-let mortgage with us and want to temporarily live in your property, you don’t need our permission and we won’t charge you a fee to do so.

You may need to tell your insurance company and you’ll also need to consider any implications for tax. You should think about this carefully and seek appropriate professional advice about anything you’re not sure of.

Moving into your property doesn’t mean we’ll treat your mortgage as a residential loan for regulatory purposes. We’ll continue to treat your loan as a buy-to-let mortgage.

To make sure that you’ll receive any letters we send to you you’ll need to tell us that the property address is your new correspondence address. We’ve explained how to do this in the first drop down box above.

Please note – if you have two or more buy-to-let mortgages with us, we won’t permit you to live in any of your mortgaged properties, even for a temporary period.