Take a look at some of our frequently asked questions.

Can the customer add fees to the loan above the LTV limit?

No, LTV limits are inclusive of any fees.

I have a quirky case I need to talk through, who do I call?

We love out of the box cases! Feel free to give our dedicated Business Development Officer a call on 01384 489195 (option 2).

I want to change my clients existing mortgage they have with you; can I still do this?

We understand that our borrowers' circumstances may change over time. If your client is looking to change their existing term of repayment type, or if they are thinking of borrowing more, please give our Intermediary Supprt Team a call on 01384 489195. We will help you navigate through this and provide updates and outcomes along the way.

What income is used for self-employed applicants?

The Society will use the income shown in the Accounts , SA302's or Tax Calculations supported by corresponding Tax Overviews. An accountant’s lreference may also be required at the underwriter's discretion, or if a projection is required.

Sole Traders/partnership - net profit will be used.

Ltd Company - Salary and dividend income. Retained  profits can be considered subject to a max of 25%, enhanced mandate approval and accountant's reference.

If profit has increased by more than 25% in the last 12 months, an average of the last 3 years' ordinary will be used. It will be permissable to use the latest figures where there has been more than a 25% rise if a satisfactory explanation can be given, and the Underwriter is satisfied that the increase is sustainable.

How do I register to submit business with you?

Registering with us is easy, whether you are setting up as new entity, or your business is already registered. Submit your request to join us by clicking here and following the relevant form link.

Once registered, we will provide you with personal login credentials for our intermediary portal.

What documents need to be certified and who can certify them?

We ask that identification (name and address) is certified by the broker. Other documents do not need to be certified unless we have specifically requested this. 

How do I amend details on a submitted DIP?

If the case status is a DIP refer, you will not be able to make amendments until an underwriter has reviewed the case and provided a decision.. They will respond to you via email with the outcome of the case within the turnaround times located on our website.

If the case status is 'DIP accept' or 'DIP KFI produced', you will be able to access the case on our intermediary portal and click 'edit submitted DIP.' The DIP may refer again at this stage, but don't worry the underwriter will pick this and review any changes you have made.

How do I change the foreign currency loan?

Where all or part of an applicant’s income derives from foreign currency, this will need to be stated when submitting the case via our online intermediary portal.

In the ‘Loan Details’ section of the DIP process you will be asked ‘Is the basis for paying this loan in a currency other than GBP?’ to which you must select ‘yes’.

Once you have selected this, you will be presented with a drop-down of foreign currencies to select from. If you require further support, please contact our Intermediary Support Team on 01384 489195. 

I submitted a DIP with you, and I haven't heard anything back?

Once you have submitted a case to us, we aim to respond within our current turnaround times. You can find our turnaound times by navigating to the main intermediary page of our website.

If you still experience issues, please call our intermediary Support Team on 01384 489195. We will check the status of the case for you and let you know the next steps.

Can I instruct a valuation before the application has been fully assessed?

Yes, you will need to upload a note to the application via our online portal which must confirm that the applicants have been made aware that the valuation is non-refundable should the application be declined. Please note that if the selected product comes with a free valuation the fee will need to be paid and will be refunded if an offer is issued.

I've looked at the checklists and I'm not sure why I need to provide certain documents?

Please ignore the checklist items on the portal and refer to the emails from our team for outstanding items.

The checklist functionality is not used. 

The property has fallen through, do I need to resubmit the case, or can the address be amended?

Upload the new property details to the case via the online portal, or send us an email at [email protected] and we can update the case for you.

What documents need to be certified and who can certify them?

We ask that identification (name and address) is certified by the broker. Other documents do not need to be certified unless we have specifically requested this. Please see our personal identification and address list to help you.

I'm the Solicitor acting for your applicant, I need to submit a COT, where do I send this?

You can send any coresspondence to: [email protected]

We will be in touch once we have received this and let you know the next steps.

How can I check if a solicitor is on our approved panel?

Please call us on 01384 489195 (option 1) or email us at [email protected] and one of our team will be able to check this for you.

My client has changed the Solicitor acting for them, how do I let you know?

No problem, we understand things can change. All you need to do is email our Intermediary Support Team on [email protected] with the new Solicitor's details. They will take care of the changes required and get the case back on track to completion.

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