The extended service will give more than half a million customers easier access to the information for which they regularly contact the bank, including their interest rate, their mortgage balance and the end date for their current deal.

The ability to service certain mortgage transactions online was first offered to customers eligible to switch loans in November 2013, and received positive feedback. Both customers and staff said that requests were processed very quickly and that the service was simple and easy to use.

Uma Krishnan, head of  the mortgages project in Future Bank, the division of RBS responsible for developing ways to improve customer service, said: “The service provides a simple, easy and convenient way for customers to self-serve certain aspects of their mortgage.”

In addition to checking interest rates, mortgage balances and deal end dates, customers can:

  • Change their payment date or payment account details
  • Make or change a payment (overpayment, missed payment and lump sum payment)
  • Request a Certificate of Interest and Consent to Let
  • Arrange a call back
  • Ask for help if they are struggling to meet their monthly payments.

“This is the latest stage in a journey to deliver a great experience for our mortgage customers,” said Krishnan. “We’re now working on giving our current account customers access to the site via a link from online banking and additional features like an overpayment calculator which allows customers to understand the benefits of overpayments on their mortgage.”

Mortgage customers can access these features online by visiting “Manage your mortgage” from the mortgages sections of our websites RBS Mortgages and NatWest Mortgages.

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