Manage My Loan

Account access, repayments, refinancing, and support options.

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HomeStart Online

Registering for HomeStart Online

Set up your online account on your desktop or mobile phone. You will need to enter the email address you’ve registered with us and your Customer Number.

For improved security, activate multi-factor authentication (MFA). MFA makes your online account more secure by adding another layer of security on top of your password.

Already have an online account?

If you already have access to HomeStart Online but haven’t set up MFA, you’ll need to complete this before your next login. It only takes a few minutes.


We’re here to help

If you have any questions, please visit our Help & Resources page for FAQs.

If you need help logging on or setting up MFA on your HomeStart Online account, please call our Customer Service Team on 1300 636 878. Our office hours are Monday to Friday, 8.30 am to 5.30 pm.

Contact us >

Repayments

At HomeStart, we provide various ways to help you manage and repay your loan smoothly. 

One of the ways we do this is through our Repayment Safeguard, where your repayments remain the same for twelve months and do not change with interest rates, instead we review them annually. 

We also offer flexible repayment options and allow you to make repayments weekly, fortnightly, or monthly. Plus, you have the option to make additional voluntary repayments by increasing your regular payments or making lump sum payments whenever you have extra funds.


Redraw

If you make additional voluntary repayments to your loan, over and above the minimum repayments, redraw enables you to withdraw these additional funds on eligible loans. Some restrictions may apply depending on your individual circumstances and loan type.

You can apply online or contact us directly.


Voluntary repayments

You can make additional repayments at any time by increasing your regular payment amount or making a lump sum payment. Doing so may reduce your loan term and the total interest you pay over the life of the loan. You can also stop or adjust these voluntary repayments whenever you want. 

Make voluntary repayments online, with BPAY*, or contact us directly.

Some restrictions may apply depending on your individual circumstances and loan type. If you’re unsure, reach out to us first.

*Contact HomeStart to obtain your biller reference number and HomeStart’s biller code. 


Direct debit repayments

Direct debit repayments simplify paying off your home loan by automating payments, ensuring you never miss a due date. You can choose to make repayments weekly, fortnightly, or monthly, and you also have the option to make additional voluntary repayments above the minimum amount. Making weekly or fortnightly mortgage repayments rather than monthly may minimise the total interest you pay over the course of the loan term.

To set up direct debit or change your account details, fill out the Direct Debit Request Form and send it to myloan@homestart.com.au or mail it to HomeStart, PO Box 1266, Adelaide SA 5001. Please ensure there are sufficient clear funds in your account and allow 5 working days from the date we receive the Direct Debit Request Form for the change to come into effect.

Read the full Direct Debit Request Service Agreement.

Capitalisation

Because our loans work a little differently compared to other lenders, when you have a loan with HomeStart, you might hear the word capitalisation. Our short video explains what it is, how it works, and why it matters for your repayments.

Hardship

Our approach

At HomeStart we understand that sometimes life doesn’t go to plan, and you may have trouble meeting your HomeStart loan repayments for a number of reasons. If you have had a significant change in your income or relationship, have a serious illness or injury or experienced loss of employment, we encourage you to let us know as early as possible. Any missed or late payments may result in additional charges, increased capitalising interest and/or an extended loan term. 

If you are experiencing financial hardship, getting support is important and you should contact us to discuss your options. Our Credit Management team can provide you with information about how we may be able to help you and assess your circumstances to see what arrangements may be available to you. Depending on your circumstances, these are some of the ways we may be able to help: 

  • Short term payment arrangements such as the option to defer or reduce repayments. 
  • Permanent payment variation to reduce your repayments. 
  • An extension of time to make a repayment. 
  • Capitalisation of arrears.

We want to help

We are committed to doing what we can to help you get back on track with your home loan repayments. The solutions we offer are intended to give you an opportunity to re-establish the long-term affordability of your home loan repayments. We can help you by providing: 

  • A professional and understanding consultant who will assess and help you with your hardship request. 
  • An outcome tailored to your unique situation to help get your home loan repayments back on track. 
  • We can provide information about other agencies and services that may assist you with your other financial commitments.

Am I eligible?

In the event you require temporary or ongoing financial assistance because of financial difficulty, you can call us on 08 8203 4087 or email customerassist@homestart.com.au to discuss your options. 

We are available 8.30 am to 5.00 pm Monday to Thursday and 8.30 am to 4.00 pm on Friday. 

To help us assess your situation, we may need to know: 

  • How your circumstances have changed. 
  • About your income and expenses. 
  • How much you can pay towards your home loan repayments. 
  • What changes you can expect in your future circumstances to resume your regular home loan repayments.

We may also ask you to complete an Application for Financial Hardship Assistance and/or provide documentation to support your request. 

Apply for Financial Hardship


What are my rights?

HomeStart is governed by legislation and regulations which set out how we can provide hardship assistance to you: 

  • The National Consumer Credit Protection Act and the National Credit Code.
  • HomeStart has put in place policies and procedures to ensure we take a responsible and ethical approach to providing hardship assistance. 
  • You may want to appoint a third party-representative or advocate, such as a financial counsellor, contact the National Debt Helpline at 1800 007 007 or visit ndh.org.au.

If you’re not satisfied with the support we have provided, you have the right to lodge a complaint by calling us on 08 8203 4081 or emailing us at complaints@homestart.com.au. You may also contact the Australian Financial Complaints Authority (afca.org.au) on 1800 931 678 (9.00 am-5.00 pm, Monday-Friday AEST) or email info@afca.org.au. 


Where else can I seek help?

To find out more about financial hardship, debt, your rights and other options, you can visit: 

  • ASIC Money Smart (tips and tools to make the most of your money): call the Information Line on 1300 300 630 or visit moneysmart.gov.au. 
  • National Debt Helpline (free, confidential, and independent service to help resolve your debt): call 1800 007 007 or visit ndh.org.au.

  • Financial Assistance Fact Sheet

    Read our fact sheet for an overview of key information about Financial Assistance and other important information.

    Download

Refinancing to another lender

HomeStart provides home ownership opportunities for South Australians who may not be able to get a home loan with other, more traditional lenders. If you've had your loan for a few years and have built up equity, this could be a great time to explore refinancing options that may better suit your current financial situation. 

Refinancing means replacing your current home loan with a new one from another lender, which could offer benefits like lower rates or more flexible loan terms. When you refinance, that money from your loan returns to HomeStart, allowing us to help more South Australians realise their home ownership dreams, the same way you did.

Notice for discharge of mortgage

Return form to repaidloans@homestart.com.au

How do you know if you're ready to refinance?

If you have a good repayment history and a reasonable amount of equity in your home, you may meet the lending criteria of other lenders and be ready to move on from HomeStart.

To find out if this next step is right for you, talk to a mortgage broker or reach out to a lender to review your home loan. Whether you decide to refinance or stay with us, we’ll be here to support you every step of the way.

How to find another lender

If you are unsure about what is involved with refinancing, you can explore your lending options by:

1. Talking to a mortgage broker

To see if this next step is right for you, talk to your mortgage broker. They helped you with your HomeStart home loan and can review your circumstances and guide you through the process.

2. Contacting a lender directly

If you’d like to speak with someone directly, you can find contact details for local South Australian providers who can guide you through your refinancing options.

HomeStart recommends that you seek independent financial and/or legal advice before making decisions about your financial needs.  

Understanding your loan statement

  • Here is a simple guide to help you understand the terms in your loan statement.

    Learn more

Deceased estates

Dealing with the loss of a loved one can be a difficult and challenging time.

HomeStart is here to work with you as you finalise your loved one’s home loan.

  • Identifying that we are dealing with the right person is the first step in dealing with a deceased estate.
  • If you are an executor/administrator, you can deal with us directly or you can engage a solicitor to act on your behalf. If you are not an official representative of the estate there will be limits on what you can do – effectively you can only provide notification of the death.


What happens next? 

Once you contact us, we will commence the process to help you manage your loved one’s home loan through to finalisation.

  • Step 1 – Let us know 
  • Step 2 – Sharing information 
  • Step 3 – Settling and closing the home loan account 

Notification forms

How to contact us 

Email
myloan@homestart.com.au 

Telephone 
08 8203 4081 Monday to Friday 8:30am-5:30pm 

Postal Address 
HomeStart Finance, Customer Operations Team
GPO Box 1266, Adelaide SA 5001

More information

R/24/576178

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