Support

If you need to appoint a third party to discuss your account with us, please get in touch.

To keep things simple when it comes to making your monthly mortgage payments, we’ll take payments by Direct Debit from the nominated current account that you confirm to us when applying for your mortgage.

You can choose any payment date between the 1^st and the 28^th of each month. Your selected date should be specified on your Direct Debit mandate.

CHANGING YOUR ACCOUNT DETAILS

If you’d like to change your Direct Debit details, you must:

Download and complete a new Direct Debit mandate and return it to us by email. Please include a covering message which details your mortgage account number and the date from which the change should become effective.
OR call us to set up a Direct Debit.

We’ll then confirm that the change has been successfully made or request any additional information that’s needed.

FINANCIAL DIFFICULTIES

If you’re experiencing financial difficulties and are concerned about your mortgage repayments, please read the Money Advice Service leaflet "Problems paying your mortgage", which provides information and contact numbers for assistance.

Additionally, visit our financial difficulties page for further information.

If you’re having difficulties with your finances and/or other creditors, you may want to seek independent financial advice or assistance from other sources.

We’ve compiled a helpful list of trusted organisations who have the expertise, skills and knowledge to provide the support you might need.

Download guide

If you’ve been a victim of financial abuse, the “It’s your money” guide from UK Finance provides information on the support available to you.

There is some important information that you’ll need to be aware of regarding fees and charges that may be applicable to you throughout the arrangement and life of your mortgage with us.

For example, if you wish to transfer the ownership of your property, alter who is on the mortgage, or change the terms of your mortgage.

For details of the fees and charges that may apply, read our Tariff of Mortgage Charges.

Making changes to your mortgage

Sometimes your circumstances may change, and you might want to update the terms of your mortgage. When you make a request, we may need to ask you for additional information or supporting documents.

We’ll always do our best to support you, but please note that all requests are subject to assessment, and in some cases we may not be able to offer the change.

To discuss or request a change, please:

Email us mortgagesupport@relymortgages.co.uk (from your registered email address) with the details of your request, or

Call us on 03300 584719, and our team will guide you through the process.

Changing your term

If you’d like to shorten or extend the length of your mortgage term, please get in touch. We’ll review your request and assess affordability as part of the process. You may also be asked to provide updated financial information or supporting documents.

Please note that a change of term is dependent on your circumstances and may not always be possible.

Changing your repayment type

You may wish to change how you repay your mortgage – for example, moving from repayment to interest-only, or from interest-only to repayment.

We’ll consider your request and may need to see supporting documents, such as details of your repayment plan.

Not all repayment type changes are available for every customer, and in some cases, we may not be able to agree to the request.

Adding or removing a person from the mortgage

If you’d like to add another person to your mortgage, or remove an existing borrower, this is known as a transfer of equity.

We’ll review the request carefully, as it involves a legal change to the mortgage account. You’ll likely need to provide supporting documents, and we may need to carry out affordability checks on anyone being added.

Please note that legal fees may apply, and not all requests can be approved.

Important information

All requests are subject to assessment, and we may not always be able to agree to them.

We may also need to request additional documents before making a decision.

Please ensure all email requests are sent from the registered email address we hold for you.

The Renters’ Rights Act: New legal requirements for buy to let landlords

If you have a buy to let mortgage with Rely, your terms and conditions set out that you must make sure any tenancy for your property complies with current landlord and tenancy law.

The Renters’ Rights Act 2025 brings in major changes for the private rented sector from 1^st May 2026. These changes place new legal responsibilities on landlords.

If you don’t comply, you could face enforcement action, financial penalties, or limits on your rights as a landlord.

To reflect these changes, we’ve updated our Letting Requirements Criteria. You can read the full requirements here.

The Government has also published guidance to help landlords prepare, including:

Please note: Government guidance is a helpful starting point, but it doesn’t replace independent legal or professional advice. We strongly recommend seeking your own advice to make sure you’re fully compliant and understand how the changes will apply to your tenanted property.