EXISTING CUSTOMERS

At Kensington, our customers are at the heart of everything we do and our intention is to deliver a level of service that exceeds your expectations.

Already have a mortgage with us? This area is dedicated to you. Find all the information you need to help you manage your account, answer any questions you may have, or find our contact details, because sometimes it’s good to talk.

We understand these are challenging times and that you, or someone you know, may already be affected by the Covid-19 health emergency. We are keen to speak to all our customers who are concerned about their ability to meet their mortgage payments, but we are currently experiencing extremely high call volumes, with wait times often in excess of 60 minutes.

We want to assure you that we are doing everything we can to help our customers as quickly as possible, but we need to speak to those in the most vulnerable positions first so we would ask you to think about how urgent your call is before making it. If your next mortgage payment is not due for more than a week we would encourage you to wait and call a week before your payment date. This will help customers with more urgent concerns to contact us and is likely to save you time, as we expect call volumes and waiting times to reduce over the coming days.

To help alleviate any concerns you may have about how Covid-19 may impact your ability to pay your mortgage today or in the future, we have developed some frequently asked questions, which we hope will help provide the reassurance you may be looking for.

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We are always happy to talk to you and answer any questions you may have about your mortgage. To put you in contact with the right team quickly, please enter your account number below.

General information for Existing Customers
Ways to pay your mortgage
There are a range of payment options available, choose to pay your monthly instalment in a way that is convenient to you.
Experiencing financial difficulties
We want to help you, if you’re concerned about your finances and are struggling to pay your mortgage, the sooner you talk to us, the sooner we can try to help.
Your questions answered
Look for support, guidance or the answer to your questions; let us know if there is a particular subject you would like to see covered.
If you wish to make a complaint
We really want to get it right first time, but sometimes we don’t. If we haven’t met your expectations, please talk to us
Independent support and advice
Talking to someone impartial can really help. There are many organisations that are there to support you, either face to face, over the phone or online.
Useful Information
Find out important information about our mortgages, including types of products, variable base rates, LIBOR and our Tariff of Mortgage charges.
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Kensington and Kensington Mortgages are trading names of Kensington Mortgage Company Limited (registered in England & Wales No. 3049877), which has its registered office address at: Ascot House, Maidenhead Office Park, Maidenhead SL6 3QQ.

Kensington Mortgage Company Limited is authorised and regulated by the Financial Conduct Authority (Firm Reference No. 310336). Some investment mortgage contracts are not regulated by the Financial Conduct Authority.