Help & Guidance

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.

General questions

When does my Early Redemption Charge period end?
Please refer to your official mortgage offer document/letter. The section entitled 'What happens if you do not want this mortgage any more' provides full details.

What happens with Early Redemption Charges if the borrower is deceased?
In this situation, the charges will be waived.

Do you accept Redemption monies by cheque?
We do accept cheques. However, in the event of the account being charged daily interest, an additional 5 days will have to be charged to allow time for the cheque to clear.

How do I Telegraphically Transfer redemption monies?
You need to approach your own bank with the account details shown on the redemption statement. Your bank will then forward the funds on to us.

Can I use the Redemption Statement beyond the date it is valid?
The accompanying notes to the redemption statement provide advice on the validity period and the circumstances in which you can add additional interest.

What are the charges associated with redeeming my mortgage account?
There may be Early Repayment Charges applicable upon redemption of your mortgage. You can find this information in your mortgage offer document/letter.

A redemption administration and deeds release fee are charged upon redemption. These fees can be found in your mortgage offer letter/document. Please note, all applicable fees can be viewed in full when you request a full and final redemption statement by contacting customer services on 0333 300 0921.

What are the 'Projected Solicitors Costs' included in my redemption statement?
These are predicted costs provided to us by the external solicitors acting on our behalf. They are over estimated to cover any works that may be undertaken within that month to redeem your account. If no further work is undertaken at the time the account is redeemed, this amount is refunded back to you.

How much of an LSO (Lump Sum Overpayment) can I make? Is there a fee for doing this?
The amount you can pay as an LSO depends on the original mortgage or credit agreement. We may need to request evidence of sources of funding. Please call our customer services team on 0333 300 0921 for further information.

What are the benefits of taking independent advice?
The key benefit of seeking guidance from a professional mortgage adviser is that they can look at your individual financial situation and discuss the options that are likely to work best for you.

What does execution only mean?
In certain circumstances, you can apply for a mortgage or make changes without taking professional advice. This is known as an "execution only" mortgage application. Please bear in mind; you will need to be familiar with the details of the mortgage and any changes you wish to make. You also need to be confident about dealing with the application without the help of an adviser.

Where can I find information about interest only mortgages?
The Money Advice Service is a free, unbiased and independent source of information on all aspects of money management and is available to all.

Can I extend or reduce the term of my mortgage?
If you wish to change the term of your mortgage, please don’t hesitate to contact us on 0333 300 0921 to discuss this. We are always happy to hear from you and discuss your options.

What interest rate is my mortgage linked to?
If you have a Tracker mortgage that is linked to Bank of England Base Rate, then the rate that you are charged will reflect variations in this.

In general, our variable mortgages take into account movements in LIBOR (London Interbank Offered Rate), which is the rate at which banks lend money to each other. LIBOR is expected to have ceased to be available for use by mortgage lenders by December 2021. Before this date we will replace LIBOR with the Kensington Standard Rate (KSR), which will be set by reference to the Bank of England base rate (BBR). KSR will never be lower than BBR (or 0%, whichever is greater), nor more than 1% above BBR at each date on which it is set. At the point of replacement, the KSR will be no higher than the variable rate currently applicable to your mortgage. We will tell customers the incoming KSR rate at least 1 month before we make the change and will ensure they are treated fairly in connection with this change. 

We review the variable rate quarterly and make changes accordingly. These changes do not directly reflect movements in LIBOR, as the rate is set at the discretion of Kensington within agreed parameters. Please consult your General Mortgage Conditions for further information.

Can I let my property out?
If your property was purchased with a residential mortgage, in certain circumstances, we may consent to letting. If you would like us to assess a letting application, please write to us.

Should we agree to your request, your interest rate may increase and you will incur an additional fee for us to carry out the assessment.

What do I do if I want to add, or take off, someone from my mortgage?
Please contact us on 0333 300 0921 to discuss. We may only be able to help in certain circumstances and you will need to meet certain eligibility criteria.

Can I take my mortgage with me to another property?
Taking your mortgage with you to another property is known as “porting”. Please note, we have a limited number of products where porting can be considered. Please refer to your General Mortgage Conditions to identify whether porting is permitted on your mortgage.

Can I borrow more money against my property?
We do not currently offer further advances.

Can someone visit me to talk about my mortgage?
We can arrange for a Field Representative to visit your home to discuss your mortgage. This will incur a charge.

Does interest charge daily or monthly to my account?
Your interest calculation will depend on your mortgage product. Please refer to your Mortgage Offer for further details.

Who can I speak to about taking out a new mortgage with Kensington?
Kensington mortgages are not available directly to consumers. Please speak to your mortgage adviser about whether our criteria might suit your circumstances. Click here to find a mortgage adviser in your area.

Can someone else speak to you on my behalf?
Yes but we will need a letter of authority from you first. If you have any queries, please get in touch by calling our customer services team on 0333 300 0921.

Can I change my mortgage repayment type?
We may permit customers to convert from an Interest-Only to a Capital and Repayment mortgage. Please call us on 0333 300 0921 to discuss these options further.

Why is my balance not reducing when I make my payments each month?
If your account is operating on an interest-only basis, then you will only be paying the interest due each month and your overall balance will not reduce.

I find your telephone system very frustrating. Why does it keep selecting the wrong options?
We are constantly looking at ways of fine-tuning and improving both our telephone systems and overall customer experience. Please be advised that our current telephone system is somewhat sensitive to background noise. You are therefore advised to try and call us from a quiet place, if possible.

You are also able to answer many questions using your telephone’s keypad.

What is Lenders Interest Only (LIO)? Am I covered?
LIO is a buildings insurance policy solely for the lender. LIO is arranged in the event of a customer failing to provide requested evidence of buildings insurance cover on the property. This policy only insures us and protects our financial interest in the property. It does not provide you with any cover for rebuilding costs. It is therefore of vital importance that customers always arrange their own buildings insurance.

Why has my mortgage account number changed?

If you have received a new mortgage account number it means your mortgage has been transferred to Kensington.  You would have previously received a letter regarding the sale and transfer of your mortgage. Nevertheless, if you wish to discuss this matter further please do not hesitate to please contact us to discuss this further.

My name has changed. Can I change this on my mortgage?

Yes you can. If your name has changed due to marriage, we’ll need a copy of the marriage certificate (original or certified) along with new & old signatures for verification purposes. If the marriage was outside the UK we will need you to obtain an apostille certificate (original or certified) and supply this along with the above. If your name has changed due to divorce, we’ll need a copy of the decree absolute (original or certified) along with new & old signatures for verification purposes. There are no charges involved in this process. 

Can I change my regular payment date?
Our intention is to be as flexible as possible for our customers, which means we will do what we can to make a payment date of your choice available.  If you would like to change your payment date to a date other than the one specified in your mortgage offer, then please contact us to discuss this further.

Why can't we set up a Direct Debit in the name of a third party?
The money used to make regular mortgage payments must come from a person named on the mortgage. It is therefore essential that the direct debit is in the name of a mortgage holder.

Can I make additional payments?
Over-payments are permitted but with specific conditions attached. These can include minimum and maximum amounts and Early Repayment Charges. Please refer to your mortgage conditions for full details.

What methods can I use to make payments to my mortgage?
The most convenient way to ensure your mortgage payment always reaches us on time is to pay by direct debit. It is also possible to make payments using one of the methods below:

  • Debit card
  • Standing order
  • Internet banking

If you are unsure about what payment methods are available, please  contact us to discuss this further.

Faster Payment
Please ensure you always quote your mortgage account number as a payment reference. Failure to do so runs the risk of the payment not reaching your mortgage account. Additional interest will be incurred if your payment is received after the date it is due.

Please note we are unable to process payments via credit card.

What if I am having problems making my mortgage payment?
We strive to offer first class service to our customers across a wide variety of situations, including financial hardship. If you are having trouble paying your mortgage, please contact us to discuss this further so we can better understand your situation and do what we can to help.

There are several sources of free independent financial advice, including organisations specialising in debt management.

Can you give me information about the boundaries of my property?
Providing the details are held with the original deeds, we can supply copies of plans and boundaries upon receipt of a formal written request. If we do not hold the information you require, we will provide you with the appropriate contact details for HM Land Registry, who may be of further assistance.

What is buildings insurance?

Buildings insurance is designed to cover the rebuilding cost should your home suffer any damage to its structure. Damage could be caused by a variety of different factors, including fire, burst pipes, water damage and vandalism, whilst some policies may also cover accidental damage. As well as the structure, buildings insurance may cover permanent fixtures and fittings.

Having the right buildings insurance cover in place is of vital importance as it should cover the cost to rebuild the main elements of your property, including: walls, floors, ceiling, roof, windows and doors. Garages and other outdoor buildings can be included as well.

Each year, the Association of British Insurers produces guidelines on rebuilding costs. It is worth referring to these when taking out or renewing building insurance to help you assess the cover you need.

What happens if I don’t have buildings insurance?

It remains your responsibility to insure your property. We will remind you of this obligation, annually, when we issue your Mortgage Account Statement.

Do I need buildings insurance?

It is a condition of your mortgage terms and conditions that you have adequate buildings insurance for your property. These details must be provided, if requested.

Adequate buildings insurance must be in place at all times and needs to fulfill the following minimum requirements:

  • The policy should be arranged with an insurance company regulated by the Financial Conduct Authority
  • The policy schedule must show the period of insurance
  • The level of cover must be at least equivalent to the current reinstatement value and be index linked
  • The buildings insurance is arranged on the property your mortgage is secured on

Before making any decisions regarding your insurance needs we suggest that you seek independent advice from an FCA authorised insurance broker or intermediary. They will be able to suggest the level of insurance needed to protect your property fully. You should satisfy yourself that this will be sufficient, particularly if you have improved, or intend to improve your property.

Do I need contents insurance?

It is not a requirement of your mortgage conditions to insure the contents of your property. However, as buildings insurance will as a rule not cover your personal possessions, furniture or household goods that are not permanent fixtures, you may want to do so. Again if you have any questions or want to understand what cover is right for you, we suggest you seek independent advice from an insurance broker or intermediary.

When do I need to provide my buildings insurance details to you?

When your mortgage first completed, you would have provided details of your own buildings insurance.  We no longer require that you provide evidence of insurance every year. However, under the terms and conditions of your mortgage we remain entitled to request evidence of buildings insurance at any time during the life of the mortgage, it is therefore important that you ensure that adequate buildings insurance cover remains in place throughout the life of your mortgage.  In addition to being a breach of the terms and conditions of your mortgage failure to maintain adequate buildings insurance will leave you financially unprotected in the event the building was damaged or destroyed.

How do I provide my buildings insurance details to you?

In the event that that we do ask you to provide evidence of buildings insurance please do not send your original buildings insurance schedule to us – this should be kept in a safe place by you. However, please note that it is vitally important that you send a photocopy of your buildings insurance schedule to us. We request that you send a photocopy of your insurance schedule in rather than your original documentation as we are unable to guarantee its safe return. You can send this to us by a number of different methods:

What are your contact details?

Kensington Mortgage Company Limited 
Ascot House, 
Maidenhead Office Park
Telephone 0333 300 0921
Fax 0333 300 0923
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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.