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This page is for intermediary use only. If you're not an intermediary, please
return to our customer website
Your mortgage application has a clear journey, with each stage designed to keep things moving smoothly. Below, you’ll see what happens at each step. Our SLAs are updated daily and can be viewed here: our latest service levels.
If your case is within our quoted SLA, there’s no need to call us, we’ve got it covered and will let you know if anything else is needed.
Pre-underwrite​
We start by making sure everything is set up for success. Once your minimum documents are in, our case managers review the application to check everything is complete and accurate. If anything’s missing or needs a tweak, we’ll let you know.
We’ll continue to check your case to keep things moving. As soon as everything’s in place, your case moves straight into the underwriter’s queue.
Underwriter review​
This is where your case gets a detailed look. Your underwriter will assess the application against our lending criteria, taking a common-sense approach to understand the full picture, not just what’s on paper.
If we need anything else, we’ll be in touch. Otherwise, they’ll keep things progressing towards the next stage.
Underwriting pipeline​
Now it’s about making sure everything is ready to move forward. Final checks are carried out to confirm all documents and the valuation are in place. Your underwriter will continue to review the case and may request any outstanding information if needed.
Our underwriting team can only progress cases once everything’s in place. If anything’s still outstanding, we’ll keep the case under review and continue to check in line with our SLAs.
As soon as everything is complete, your case will move to offer. If the case is ready at day one of this stage, it will automatically move to offer.
Ensure the Use of Property field for the security address is set to Investment. If entered incorrectly, the application will be automatically declined and must be rekeyed.
If your client owns any Buy to Let properties (either personally or within a limited company), ensure you select Yes under Portfolio Borrowing. Don’t worry if these properties were already added during the DIP, they won’t be double counted.
No. For products offering free or assisted legals, we’ll assign solicitors automatically. You can skip this step.
You can add or update your mortgage club by going to your User Profile and selecting Add/Remove Submission Routes. If you’re part of a Network, you don't need to update this section.
For owner-occupied and individual buy to let applications. You can log in to our Residential Mortgages Broker Portal or register here.
For HMOs, limited companies, multi unit freehold and multi property applications. If you’ve already registered for our Commercial Mortgages Broker Portal, you can log in here.
Search and download our Residential or Buy to Let lending criteria.
Use our handy affordability calculators for residential and buy to let mortgages to check how much your client could borrow for the application property.
Access our practical property and valuation policy guide to give you clear guidance to help keep cases progressing.
Still need help? Contact our team: 0333 321 1000
02 and 03 numbers are charged at standard call rates and included in most mobile and landline operators inclusive minute packages.