Broker Portal Guidance

Use our Broker Portal to get instant updates on cases 24/7

Broker Portal log in

ONLY FOR USE BY MORTGAGE INTERMEDIARIES

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Broker Portal overview

FAQs

Once logged into the Broker Portal, you can do the following

Case updates

For new business applications:

If we have requested further information from you, the Portal will confirm exactly what we need. In your ‘Submitted Cases’ you will find a ‘Case Tracking’ option. Select this and then click on the ’Upload document/further information’ tab.
Case tracking also shows you milestones which are updated in real time. They show a traffic light system so you can clearly see which stages of the application process are outstanding and what has been completed.
In the same ‘Case Tracking’ screen you can check the status of a valuation appointment and find out the returned valuation figure.
The ‘Case Tracking’ screen also show’s you the property address and product the application is proceeding on. This is useful if you have sent a request to change either and want to know if these changes have been processed yet.
Can’t see any updates? Check our processing timescales so you know when to expect to see an update on the portal.

For product transfer applications, you’ll be able to see when you have submitted a product transfer on the portal, and an overview of the chosen product and switch date. It won’t confirm when the customer has accepted the rate.

For more information see our Product Transfer Hub.

Making changes to the application

Access and maintenance

You can give administrator access to your colleagues so they can use the Portal to get updates on your applications. Your administrator simply needs to fill out their details on the Administrator registration form. You will then need to provide them with access to your applications using the ‘Case Access Management’ option.
You can update your details in the ‘Maintain Details’ tab on our portal. If you are changing your last name, email address or firm address, any applications submitted prior to this change will no longer be visible on the portal.

FAQs

AIPs

What should I do if an AIP refers?

If an AIP refers, you will need to submit a full application, send in the required case packaging and then a decision will be given by an underwriter within our current standard processing timescales.

Can I get an AIP certificate

Where an AIP accepts, you can download an AIP certificate. You can't get a copy once the application has gone to full submission (FMA). If you need to get an AIP for an existing case, you’ll need to generate a new AIP.

How long is an AIP valid for?

Our AIPs are soft footprints which will be converted to a hard footprint at full mortgage application.

Residential AIPs:

The AIP is guaranteed for 30 days (including the day it was created), provided no changes are necessary. Progressing to full mortgage application within this period will mean no further credit search is completed.

Buy to Let AIPs:

Due to our dynamic stress rates within our BTL mortgages the AIP is valid while that product (or an alternate lower rate) is available, up to a maximum of 30 days. If a new higher rate is taken to application or rates increase, this will reduce the overall maximum lend available.

Common Portal queries

Trying to apply and unable to get past the Direct Debit mandate section?

Please select “Direct Debit Information” this will generate a pop up with the Direct Debit mandate. Please read and close this pop up and this will allow you to proceed. If you don’t get a pop up, please also check that pop ups are not blocked on your browser.

Why has my case disappeared after I have submitted a full mortgage application?

Once a case has been submitted it will move from ‘recent’ cases to ‘submitted cases’ which can take up to 24hrs. If the application is a porting case this can take 72 hours to show as this will need to be keyed manually.

Sending us packaging

Administrator access

Mortgage documentation

If you need help with our Broker Portal, contact us on 0345 026 0008. (UK Relay 18001 0345 026 0008).