Making a contractual change - how to

  1. Requesting information about your customer

    If you’re the named intermediary who arranged the customer’s original mortgage and are currently registered with us, give us a call on 0345 601 2744 to request the information you need.

    If you're not the named intermediary who arranged the customer's mortgage or you're not currently registered with us you'll need to complete the Intermediary Customer Information Request Form and email it to - make sure you zip and password protect any documents with sensitive information to keep them safe.

  2. Receiving information about your customer

    Where you are the named intermediary we can confirm your customer's details over the phone to allow you to speak with them about their mortgage.

    If you're not the named intermediary, once the completed Intermediary Customer Information Request Form has been received we'll securely email you the information you require.

  3. Making a contractual change

    We can consider a range of contractual changes including:

    - changing the mortgage term
    - transfer of equity
    - switching to a buy to let mortgage
    - switching to a residential mortgage
    - changing the repayment type

    You’ll need to check our supporting documents guide for a detailed list of the information we will need for each type of contractual change together with any associated fee that may be chargeable to your customer.

    Visit our Proof of income and Acceptable Identification guides for details of acceptable documents.

  4. Proceeding with the product change

    When you’re ready to proceed zip, password protect and email all the documents, along with a completed and signed Contractual Change Acceptance Form, to

    Once all of the information has been received our Underwriters will review the request and we will provide a decision to you within 2 working days.

    Any fees associated with the contractual change would need to be paid before any changes to the mortgage account is processed. Please call 0345 601 2744 to make payment.

  5. Done!

    We’ll make sure the change takes place and we'll send you an email to confirm when this will happen.

    Please note we do not pay a procuration fee for a contractual change to a mortgage account.

    Need a new valuation? 

    To assess your customers loan to value we will use an index-linked valuation figure.

    If a new valuation is required we'll need the following information:

    - customer’s mortgage account number

    - customer’s contact number for payment of the valuation fee, and the best person to contact to allow access to the property

    - estimated current property value

    This information can be provided to us over the phone (0345 601 2744) or securely via email to

    Your customer will be contacted directly by Legal and General Surveying Services for payment of the fee and we’ll make sure you get a copy of the valuation report too.

    Need a new European Standardised Information Sheet?

    If a European Standardised Information Sheet is required we’ll need the following information:

    - customer’s mortgage account number
    - details of the changes you’re making to the mortgage
    - confirmation of any fees you’re charging your customer
    - confirmation if any applicable fees are being added to the loan or are being paid up front
    - details of any product change