Customer Care
The Mortgage House Customer Care team is dedicated to our customers through a total company commitment to excellence in product and customer care. We are always looking at new ways of improving service to our valued customers.
We Care About Our Customers
Mortgage House endeavours to take the necessary steps to provide our customers with the best-fit home loan or finance product that meets their needs.
We aim to achieve this through:
- Listening to our customers and understanding their requirements
- Ensuring we continue to provide an extensive offering of quality home loan and mortgage finance products
- Providing our customers with the tools and knowledge to make informed decisions, whilst offering them the wealth of experience and expertise that is synonymous with Mortgage House
Need More Information:
Call us on 133 144 or fill in the Enquire Now form above.
Loan Management & FAQs
Loan Statements
Access your loan statements instantly and free via the portal. Manual requests incur a $100 fee.
Rate Review
Check if you qualify for a rate review—potentially lower your interest rate faster than refinancing.
Interest-Only Conversion
Switch to Interest-Only repayments to reduce monthly payments and gain financial flexibility. Most loans allow up to 5 years IO
Changing Repayment Dates
Monthly repayments are fixed. You can delay direct debit up to 5 days. Weekly/fortnightly changes allowed if minimum repayments maintained.
Reserved Instalment
Your Reserved Instalment holds one month’s repayment in advance—protecting you from accidental missed payments.
Real-Time Redraw
If your loan has an active annual facility fee, you can instantly redraw funds paid ahead of schedule.
Offset Account Linking
Your offset account is linked to one of your loan splits. Confirm which split to ensure correct application.
Debit Card Ordering
Order your Visa debit card securely via your online portal. Only you can place the order.
Changing Loan to Owner-Occupied
Update your loan to owner-occupied to keep it compliant. Provide licence, ATO screenshot, $100 processing fee applies.
Account FAQs
- E-BSB accounts = electronic only.
- Direct debits processed 4 AM business days – Weekends – Next Business day
- BPAY twice daily
- Customers are required to use approved electronic payment methods, including:
- Direct Debit
- Direct Credit
- BPAY
This avoids saying “no” while clearly communicating the requirement.
How does Mortgage House Focus On Making Home Loans Easier?
As one of Australia’s largest independently owned non-bank lender, we offer a huge range of loan and mortgage finance options, but we are proudly different. While we focus on being competitive with our rates and offering diversity with our products, our main aim is to provide a level of customer service unheard of in the industry. A key part of this is providing home loan products and services that are tailored to the needs of our clients. To do this, we recognise we need to be accessible and make sure our products and services are honed on giving our customers the greatest chance of success. Our system gives our customers an easy and seamless path through the home loan process, which everyone knows can be complicated at times. Our end-to-end customer service has been an important part of how we have completely changed the traditional loan model.
Do you have an App?
Our customer portal works like a modern banking app, but you don’t need to download anything. It’s fast, secure, and works on any phone, tablet, or computer. Go to Customer Login – Mortgage House to access it. You can also save it to your home screen to appear as an app icon.
What is my BSB number?
Your BSB appears on your Online Login Page. Mortgage House BSB is 037-842. For multiple accounts or other funders, check your login page or loan documents.
Do I have an Offset account / what is my Offset account number?
If your loan includes an Offset account, it appears in your settlement documents and Online Banking.
What are my Offset account BSB details?
Your Offset account usually shares the same BSB as your loan. Log in to Online Banking to confirm exact BSB and account number. Offset numbers often start with 4, depending on product/funder.
What is my Account Name?
Your account name is the full legal name used at loan application. Offset accounts appear as ‘Firstname Lastname Offset Account.’ For updates, contact Customer Care with verification.
What is the link for the Online Banking Portal and where do I click?
Go to Customer Login – Mortgage House and select Online Banking. Enter your Username and Password. Do not select Document Portal or Track My Application.
What is my Username?
Your Username is sent out in your Welcome Letter. Check Welcome Email. If forgotten, we can re Email it out to you.
Next repayment date and amount?
Check your next repayment via Customer Login – Mortgage House → Repayments. Generally matches settlement day. For 30th/31st, repayment falls on last valid day of shorter months. Avoid changing repayment date to prevent errors.
What is my redraw limit?
Your Redraw Limit is the amount above scheduled repayments. View via Customer Login – Mortgage House → Profile Settings → Account → Payment Limits. Limit cannot be manually changed; increases with extra repayments.
How Interest-Only repayments are calculated?
Interest is calculated daily on the loan balance. Monthly interest-only repayments vary because months have different days and balances change with redraws or extra payments. Interest-only payments must be scheduled monthly.
