Help with our Mortgage Broker Portal

Yes, you can submit multiple applications at one time by creating a new application for each submission. Your customer’s name and unique reference number will be quoted on each notification to help you distinguish between your different customers.

Yes, you’ll be able to download all the documents required for the application. You can then upload the completed documents in the broker portal rather than submitting by email. 

Yes, you can upload documents to the portal, save your progress and return later when you have all the documents you need ready.

You will not be able to click submit without all of the required documents being uploaded.

The Mortgage Specialist will still be able to see the documents that have been uploaded before you submit. 

You will be notified of any documents that do not meet our requirements. We will also include the reason for the document not being accepted (e.g. corrupt file, blurry image).

We will continue to use HooYu to confirm the customer’s identity. The customer will be sent a link by the Mortgage Specialist asking them to submit proof of identity.

You can upload digital copies of proof of address into the broker portal, however we will continue to require original certified copies to be sent to us by post or courier. 

Based on your answers to the initial questions in the broker portal you will be given a tailored list of all the documents you need to download, upload and send to us in order to proceed.

As your applications progress through the various stages you’ll be sent an email notification to alert you and call out any action you’ll need to take. Your customer’s name and unique reference number will be quoted on each notification.

Timescales for mortgage applications very much depends on the individual application and requirements. You can always check the portal for the current status of your application.

Yes you can send messages to your Mortgage Specialist from within the portal. All messages sent & received will be stored within each application.

Yes, of course.

By introducing this broker portal we want to make submitting applications easier and make communicating with us more convenient. However supporting you is important to us. Your Mortgage Specialist will be happy to continue to support you through your mortgage application on the phone if you wish.

You can log into the portal anytime to see how your applications are progressing through the various stages.

When you select an application, on the right-hand side of the screen the section 'Steps Completed so Far' highlights which stage the mortgage application has reached. 

When a particular activity has been completed a tick will appear at the left-hand side of that activity.

You can review our commonly asked mortgage questions.

We do everything we can to make sure our customers get the best possible service. However, sometimes, we don't get things right. If that happens please tell us so that we can put it right.

How to Complain