Broker FAQs

Our business development managers (BDM) regularly get sent questions when they're out of the office and unable to reply, so we've listed our most frequently asked ones here for you.

I'm locked out of my account or I've forgotten my username/password

If you’re locked out of your account, all you need to do is pop an email to or call our intermediary enquiry line on tel:0344 481 0029, option two, and one of our team can support you.

I'm struggling to get an application submitted

If you’re getting an error message whilst submitting an application and can’t move forward, screenshot the error message including a timestamp of your desktop screen and email it over to along with the product you’re trying to apply for. We’ll investigate the issue with our IT team, and we’ll get back to you as soon as possible. 

I need to change something on an application I've already submitted

Please fill out an application amendment form upload this to the case and one of our underwriters will process the change within our current SLAs. A property change can only be done in the first two months of an offer, otherwise this will require a rekey and a new product.

What is the product transfer process

Here is a full article on our product transfer process which we think you'll find helpful.

How do I work out RIO affordability?

To work out RIO affordability, use our calculator but key a 40-year term to get the maximum lend and ignore message regarding lending into retirement. Remember, we use lowest earning applicant with pension and transferrable income only. We don’t currently take SIPP or pension drawdown into account for client’s affordability. 

How will my self-employed applicant be assessed?

We require three years trading, two years SA302s and TYO and we'll take the latest years’ income. If it’s more than a 20% increase on the previous year we will ask for an accountant to confirm that this income is sustainable.

How can my client(s) achieve 5.5x income?

If there is £75,000k+ of income across the application we can lend up to 5.5x income right up to 95% LTV.

What is the maximum loan size?

You can view our maximum loan size for residential mortgages and buy-to-let mortgages here.

Do you lend on flats?

Yes, absolutely. Check our resiential criteria or buy-to-let criteria for flats.

Contact us

Give us a call if you have a new enquiry on 0344 481 0029 and choose option two. We’re available 09.00am until 5.00pm Monday to Friday. 

If you have a new business enquiry, contact your local or telephone BDM

If you’re looking for an update on a case, email and the team will investigate this for you.