FAQs

Questions about HMS

Hampton Mortgage Servicing Limited (HMS) is a provider of specialist mortgage and loan servicing on behalf of a range of lending institutions in the UK. We pride ourselves on the strength of our customer services and our solutions-based approach in working with customers to manage and recover their debt.

HMS is authorised and regulated in the UK by the Financial Conduct Authority to perform this role (FRN 710290).

If you have a mortgage or loan serviced by HMS this is because your lender has selected HMS to administer your loan or recover any outstanding debt.
Now HMS has been appointed to service my mortgage, have my rights changed in any way?

No, your rights under your mortgage contract are unaffected by the transfer of the administration of your mortgage to HMS and your existing terms and conditions will continue to be applied.

HMS is committed to acting in the best interest of customers (borrowers), ensuring they are fairly treated and have a positive experience. We have clear procedures in place to identify, record and take appropriate steps to safeguard customers and ensure they do not suffer any form of detriment in dealings with HMS.

If you have any queries about your mortgage or loan with HMS then please contact us on 020 3675 9959, request a call back or email us at contact@hamptonmortgages.com.

Our opening hours are 9am to 5:30pm, Monday to Friday, excluding bank holidays. If you’d prefer to send us correspondence via the post then our address is:

Hampton Mortgage Servicing Limited
South Wing
1st Floor Molex House
Millennium Centre
Farnham
Surrey
GU9 7XX

At HMS we strive to provide our customers with excellent customer service but in the unlikely event that you are unhappy with the service you have received from us please see our internal complaints policy which includes our complaint-handling process, response timelines and what to do if you are unhappy with our response.

If you have any queries, please get in touch.

Questions about your mortgage

We work with all customers at all stages to find a suitable repayment solution, so please contact us to discuss the options available to you if you cannot repay in full on the due date. We would also urge you consider consulting with a company or organisation that offers free debt advice and support. We are very happy to work with any of these companies or organisations directly if this would be your preference.

Once the debt becomes due, if you fail to make any contact with us to repay in full or work with us to reach a suitable repayment solution, HMS may take further steps to recover the debt. This could impact your credit rating and your ability to obtain credit in the future. Depending on the client and the nature of the debt, as a last resort legal action may be taken against you.

If you have not already contacted us to discuss your situation, please do so by calling 020 3675 9959. If we have not heard from you there may be other options available to you to avoid repossession. We strongly suggest you read the information available on this site to understand your options and where you can obtain further assistance.

I have a shared equity mortgage

A shared equity mortgage is a loan to the house buyer which serves as a supplement to your deposit towards their property. This comes in the form of an equity loan and was typically provided by the home builders/developers. This is often in the region of 20% or 25% of the value of the property. The remainder of the mortgage (80% or 75%) is then taken out as one would normally with a bank/building society. Please see your specific shared equity mortgage agreement for the terms and conditions that apply to you.

You have different options for paying back your shared equity mortgage.

Repaying your Phoenix Shared Equity mortgage

If your mortgage is held by a housebuilder, a FinTech client or any other institution then please contact us to see how we can help you.

If your shared equity mortgage is now overdue, depending on your circumstances, interest may be applied, as well as valuation costs or legal fees (if legal action has started against you). Please contact us to discuss your account and minimise the risk of these costs.

For more information on sub-letting of shared equity mortgage properties, please see our guide to sub-letting your SEM property. Please check your mortgage agreement or contact us for further guidance.

I have another question

If we have not provided an answer to your questions here, please contact us and our team will be happy to assist.

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