Intermediaries FAQs

To initially register to use our Mortgage Portal please enrol here

You will be asked to input basic details such as FCA number, correspondence address, name, telephone number and email address. Once you have completed this and have accepted our terms and conditions, you will receive confirmation that we have received a registration request.

We will be in contact shortly to confirm if your registration has been approved. If you are a Directly Authorised firm who are not already registered with us, you will be sent a Broker Information Request document and an Intermediary Agreement for completion by your Principal. Once these completed documents have been returned and approved by our Mortgage Quality team, a confirmation email will be sent confirming your approval and access to the system.

To reset your portal password, please contact the Mortgage Broker Helpdesk on 0203 427 1019.

Helpdesk opening hours:
Monday to Wednesday, 9am to 5.30pm
Thursdays, 9.30am to 5.30pm
Fridays, 9am to 5.30pm
Saturdays & Sundays, closed

If your account has been deactivated, please contact the Mortgage Broker Helpdesk on 0203 427 1019.

Helpdesk opening hours:

Monday to Wednesday, 9am to 5.30pm

Thursdays, 9.30am to 5.30pm

Fridays, 9am to 5.30pm

Saturdays & Sundays, closed

Once registered, log in to our Mortgage Portal

Firstly complete an Agreement in Principle (AIP) - which will perform a soft credit footprint using Equifax. You will get an instant decision.

Once the AIP is agreed, the Full Mortgage Application (FMA) screens need to be completed. The good news is that the information from the Agreement in Principle will pre populate across to the FMA, avoiding the need to rekey already captured data.

Either call our broker Help desk on 0203 427 1019 or log in to our online Mortgage Portal and follow the instructions below.

To obtain an update on an existing application, log in to the Mortgage Portal (it needs to be the broker’s log in that keyed the case) and click on the “Recent Case” tab at the bottom of the page.

Select an individual case to be able to see a summary – this will show when each processing stage is reached.

Please note there may be checklist items outstanding that are required prior to your application proceeding.

To see all the checklist items that are outstanding on a case, click on the icon on the left hand side of the checklist items heading. By clicking on this icon the screen will extend and show you the full list of outstanding items on that particular case. This will help you identify what documents need uploading as well as questions to be answered, enabling you to process a case faster.

To upload documents for the checklist items either ‘add new’ under documents or click ‘upload’ next to the appropriate checklist item.

• Click on the arrow of “document type” and “sub type” and select the type of document you are uploading.
• Click Browse and the system will look for the document in your computer drive (PDF and Word files are acceptable).
• Enter a document description for example ‘Scan of Passport’ or‘3 Months Bank Statements’.
• Click ‘upload’.

To provide further information to support your application - On the summary page click Send a Message in the bottom right hand corner and you will be able to add additional information and send the message directly to the underwriter.

Log into the Mortgage Portal and update your User Profile (This is located on the menu bar beside the Log out Option).

To change your submission route, simply click on the radio button next to change my submission route and select your new Mortgage Club/Network.

Proof of ID x 1

Photographic Proof of ID:

• (We can only accept original documents, not photocopies)
• Valid UK/EEA/Switzerland Passport
• Valid UK Full Photocard Driving Licence
• Valid UK Provisional Photocard Driving Licence
• Valid EU member state National ID Photocard
• Valid firearms certificate or shotgun licence

Acceptable non-photographic identity for UK/EEA and Swiss nationals:

• (We can only accept original documents, not photocopies)
• Valid old style UK Driving Licence (no photo)
• HMRC documentation (PAYE Coding Notice/Tax Notification/Self-Assessment/Statement of Account/NI contributions bill) issued in the last three months or valid for the current tax year. We cannot accept P45 or P60 forms
• Notification letter from Benefits Agency/Local Authority confirming your right to benefits (Department for Works and Pensions (including Jobcentre Plus), Benefits Agency or Veterans Agency), dated within the last 12 months.

Proof of Address x 2 (if not on the voters roll)

• Current UK Full Photocard Driving Licence
• Current UK Provisional Photocard Driving Licence
• Current old style UK Driving Licence (no photo)
• Council Tax bill (valid for the current financial year)
• HMRC documentation (PAYE Coding Notice/Tax
• Notification/Self-Assessment/Statement of Account/NI contributions bill/NI Number Confirmation Letter) issued in the last three months or valid for the current tax year. We can’t accept P45 or P60 forms
• Notification letter from Benefits Agency/Local Authority confirming your right to benefits (Department for Works and Pensions, Jobcentre Plus, Benefits Agency or Veterans Agency), dated within the last 12 months
• Current Tenancy Agreement, from a local council or a recognised letting agency
• Bank, Building Society, Credit Union statement, dated within the last 3 months
• Credit card statement, dated within the last 3 months
• Mortgage statement from a recognised lender, dated within the last 12 months
• Life Assurance/Life Insurance Policy, dated within the last 3 months but outside of cancellation period
• Motor Insurance Certificate, valid for the current year but outside of cancellation period - we can’t accept cover notes
• Utility bill - gas, electricity or water, dated within the last 3 months
• Telephone bill, dated within the last 3 months. We can’t accept mobile phone bills
• Sky or cable TV bills, dated within the last 3 months.

Source of Funds

• Latest 3 months personal & business (if applicable) bank statements, to show all expenditure and income being received
• Latest 3 months payslips
• Latest P60, if using bonus, overtime or commission
• Most recent 3 years SA100s for sole traders
• Most recent 2 years finalised accounts for company directors, in some cases we may also need to see the SA302’s
• Last 12 months’ worth of contracts for contractor cases
• Proof of deposit for all purchases
• Gifted deposit letter if coming from a family member (residential applications only) – letter template available on website
• Proof of repayment vehicle for interest only cases
• BTL portfolio for properties in the background

Certified documents must be uploaded at the time of submission or we are unable to underwrite your case, please ensure you do this to prevent delays for your customer. Please ensure photo ID is certified as a true likeness of the customer and a true copy of the document. To find out who is eligible to certify these supporting documents please refer to the below FAQ.  

If you wish to discuss a submission in more detail then please call our Broker Help Desk on 0207 427 1019

If you have met the individual party face to face, you are eligible to certify their documents. If unable to meet each individual party, the documents must be certified by a one of the below professional individuals based in the UK:

• Accountant (see list of examples below)
• Bank/Building Society official
• Doctor
• Solicitor
• Member of Parliament
• Independent Financial Advisors (UK Regulated)
• Post Office Document Verification Service (see note below re specific wording used by the Post Office)
• ACCA (Association of Chartered Certified Accountants)
• ICAEW (Institute of Chartered Accountants in England and Wales)
• ICAS (Institute of Chartered Accountants of Scotland)
• CAI (Chartered Accountants of Ireland)
• IFA (Institute of Financial Accountants)
• CIPRA (Chartered Institute of Public Finance and Accounting)
• CIMA (Chartered Institute of Management Accountants)
• Law Society International

In order to be independent the certifier should not be a party to the account or a member of the signatories family (an example would be another accountant from the same firm who is also party to the account)

The certifier should mention the following details and statement:

• For a KYC document which includes a photo: 'I certify that this is a true likeness of [applicant's name] and that this is a true copy of the original document
• For a KYC document without a photo: 'I certify that this is a true copy of the original document.'
• Post Office specific wording 'I certify that each photocopy is a true likeness of the original'
• Name should be clear for future reference
• Job Role
• Employer name
• Telephone number

(Please note this list is designed to help you submit your application however every application is individual and underwriters may ask for additional information, once the case has been fully assessed).

If you wish to discuss a submission in more detail then please call our Broker Help Desk on 0207 427 1019

The new portal, designed specifically for intermediaries to help customers switch mortgage deals online, can be accessed on this page.

Customers switching via the portal will benefit from no legal or valuation fees with the added option of being able to switch up to three months early without incurring an early repayment charge.

For more information, please see our portal user guide.