Existing borrowers - Landbay

Frequently asked questions

How do I contact you about my mortgage?: Our servicing teams look after your account day to day. They can help with payments, account changes, redemptions and any questions about your mortgage.

To get through to the right team, check the first digit of your account number:

If it starts with 1 – call our Ipswich team on 0330 053 6825

Or if it starts with 2 – call our London team on 020 4602 8494

If your mortgage funds were released before 16 October 2026, your account number will start with ‘1’.
If they were released on or after 16 October 2026, it may start with ‘1’ or ‘2’.
You can find your account number on your Welcome letter or any other letters and emails that were received after your mortgage funds were released.
Please identify your account number prior to calling so you can be directed to the right team.
What should I do if I am experiencing financial difficulties?: We understand that the cost of living crisis may be affecting you.

If you are finding it difficult to meet your monthly payments, or think you may be affected in the future, please contact us as soon as possible so that we can discuss the options available to you.

We may ask for details of your income, expenditure and outstanding debts. Along with requesting supporting documentation such as copies of your bank account statements and payslips to understand your circumstances fully.

Please contact 0330 053 6825 Mon – Fri 9 am to 5.30 pm (excluding bank holidays) or email btl@customers.landbay.co.uk, to speak to a dedicated arrears support specialist.
Can I get a copy of my mortgage statement?: Mortgage statements are sent out annually in April to your correspondence address. If you need an additional statement, you can contact our loan servicing team on 033 0053 6825 or email btl@customers.landbay.co.uk.

You may be charged a £15 copy of the mortgage statement fee as per our fee tariff.
Can I make overpayments on my mortgage?: No, we do not allow overpayments on our mortgages as per the terms of your offer.
How can I update my Direct Debit details?: You will need to submit a new Direct Debit mandate along with evidence (by provision of a bank statement) that the bank account is held in the same name as the mortgage account holder and send this to our servicing team.

You can call them on 033 0053 6825 or email btl@customers.landbay.co.uk to request a new Direct Debit form.
Do I have to pay an early repayment charge (ERC) if I want to redeem?: If you are on a tracker rate mortgage, then you do not need to pay an ERC.

If you are on a fixed-rate mortgage, then you may have to pay an ERC if you are redeeming before the end of the fixed term. The amount you will pay is detailed in your mortgage offer. If you want to check this you can contact our servicing team on 033 0053 6825 or btl@customers.landbay.co.uk.
Will I get charged if I miss my monthly interest payment?: You may be charged arrears fees if you miss your monthly interest payment and fall into arrears.

A copy of our fee tariff can be found on our website: https://landbay.co.uk/intermediaries/documents