Logging on to the portal
Q. I can’t log on to the new portal as I haven’t received my email?
A. Please try looking in your junk mail folder for the email. If you still can’t find it, please call our BDU team on 0800 111 020 who will be able to help you.
Q. I’ve received the email but I’m having difficulty logging into my account on the new portal?
A. Please follow the instructions included in the email we sent to you or take a look at the Existing Broker Login section of our User Guide. If you’re still having trouble, please call our BDU team on 0800 111 020 who will be able to walk you through
Q. What is the username I should use to log in to the new portal?
A. Your username is your email address.
Q. What is my memorable word?
A. Your memorable word has been set as your mother’s maiden name which is the same as it was on the old portal. Please note that your memorable word is case sensitive.
Q. I’ve forgotten my password and memorable word?
A. You’ll find instructions on what to do if you’ve forgotten your password, memorable word or both in Section 5 of the Existing Broker Login section of the User Guide.
Accessing existing cases on the old portal
Q. How do I access my cases from the old portal?
A. You can access your cases by logging into the old portal. We’ll also be sending you a weekly email with details of all of your cases on the new and old portal.
Submitting cases on the new portal
Q. How do I submit a case on the new portal?
A. Just like on the old portal you first submit a DIP and then proceed to a full mortgage application.
Q. Can I submit LTD Company applications in the same way?
A. Yes, but please always ensure the company information you submit matches what’s held at Companies House.
Q. Are there any other important points I need to know before I submit my application?
A. Yes, you will need to declare all outstanding credit commitments including student loans and DMP payments as any undisclosed information may impact our lending decision.
Q. Will I be shown the documents I need to submit before the case is reviewed by an underwriter?
A. Yes, our new portal will signpost the places where you’ll need to upload each document the underwriter will need to see before they review your case. When you click ‘Upload Requested Documents’ you will be presented with a list of
the documents we need. You can find more information in the Homescreen section of our User Guide.
Uploading documentation and receiving updates
Q. Where can I see my case update?
A. You’ll find a summary of your 10 most recent cases on your personalised dashboard and we’ll also send you an automated text or email when the case status changes.
Q. Where will I find updates from the underwriter on the new portal?
A. You’ll find all your updates by clicking on the messages tab which will then show you a summary of the messages we have sent to you.
Q. Will I be notified if I haven’t uploaded all the documentation?
A. Yes, the ‘Case Overview’ screen will display the outstanding information header. You can also check your emails or your message inbox on the portal.
Q. How will I know if my documents have successfully uploaded?
A. As you upload each document, a green tick will appear next to the description to show it has been uploaded. Once you’ve uploaded the required information, just click the ‘Submit Initial Documents for Underwriting’ button and you’ll
receive an instant confirmation message on the portal screen.
Q. I’ve submitted a case on the new portal but have not had an update from the underwriter. Why is this?
A. Please ensure that you have met the ‘Day 1’ requirements as the underwriter won’t be able to review your case until these requirements have been met. For reference, it’s the usual signed declaration from the applicant(s) as
well as proof of income.
Q. Can I upload a note for the underwriter?
A. Yes, you can upload a note via ‘Case Message’ which you’ll find on the Case Overview screen.
Valuations and offers
Q. When do I have to pay the valuation fee?
A. Once your application has been submitted, if the product you have selected has a valuation fee to pay, it will be highlighted as a task to be completed in the action box of your case summary. To pay you will need to click on Pay Fees button which will
take you through the fee payment process.
Q. Can I tell if the valuation has been instructed/date of inspection/report received?
A. You will receive notification the valuation has been instructed and when the valuation has been received.
Q. Can I get a copy of the valuation from the portal?
A. Unfortunately, you will not be able to download a copy of the valuation from the portal, but we will let you know if that changes in the future.