A complete sample call sheet

The situation

Jane fixed with Halifax in March 2025 for two years at 4.42%. About £289,000 is outstanding with roughly 18 years left on the term. Your file shows no product transfer and no contact since completion — she has been quiet for 18 months, and her rate cliff is now six months away.

Why now

If the fix lapses onto the lender's standard variable rate, her payment jumps by hundreds per month (the maths below). Halifax's retention team will start calling her 4–6 months before 14 March 2027 with a product-transfer offer — if you don't call first, they will, and a product transfer keeps the loan and the fee in-house. Most lenders let her lock a new deal up to six months ahead and re-check rates before completion.

The money maths

Sample assumptions — replace with live figures before you call.

Today: £289,000 @ 4.42%, ~18 yrs left

≈ £1,942 / month

If she lapses onto Halifax SVR (7.99% — sample value)

≈ £2,527 / month (£585 more)

Illustrative 5-yr fix today at 4.75%

≈ £1,993 / month — roughly level with today

Your est. procuration fee (35 bps × £289,000)

≈ £1,012

The honest read: this isn't a "cut her payment" call — today's rates are roughly level with her current deal. It's a "don't fall off the cliff" call: £585/month of avoidable damage if the fix lapses, and the fee is yours if you get there before the retention desk.

Ready-to-send email draft

Draft for your review — edit before sending. Send from your own address, to a client with email opt-in on file.

Call script

1. Opener: "Hi Jane — it's [name], we arranged your Halifax mortgage back in 2025. The reason I'm calling: your fixed rate ends on 14 March next year, and I wanted to get ahead of it before the bank does."
2. Check the facts: any changes since 2025 — income, household, plans to move? Still happy with the term? (You're updating your own records, not pitching yet.)
3. The hook: "If the fix lapses onto their standard rate you'd be paying about £2,500 a month instead of £1,940 — I'd rather that never happened. And if we lock a new deal now, we re-check rates before it completes, so you keep any upside."
4. Close: one next step — "I'll email you two or three options this week, then a 10-minute call Friday?" Diary it before you hang up.

This is a review conversation — the advice is yours to give, in your regulated voice. The sheet only organises your file and the arithmetic.

Likely objections + honest counters

"I'll wait — rates might fall."

"They might. That's exactly why locking now works: most lenders let us hold an offer up to six months ahead and re-check before completion — you keep the safety net and any upside. What you can't get back is the months on the standard rate if the fix ends first."

"I'll just take Halifax's own transfer — it's easier."

"That can be the right call, and it's usually quick. It's still worth 10 minutes first: their transfer rate and fee aren't always the best deal, and the comparison costs you nothing."

"I don't want another credit check."

"A remortgage does involve checks; a product transfer usually doesn't. If that matters to you we'll talk through both paths and you decide."

"Now's not a good time."

"Totally fine — the date that matters is 14 March 2027. Locking a fallback offer now costs nothing and commits you to nothing, so let's at least get that in place."

Facts used (with as-of dates)

Every paid call sheet lists its facts this way, so you always know what came from your records and what you need to verify. Nothing here is mortgage advice.