Online Support - Frequently Asked Questions
We are delighted to be able to offer you a fully Online Intermediary application service. This page is designed to help you get the most out of our system.
Below are a list of our frequently asked questions, simply click on the question to display the answer.
Q. How do I register to use the service?
Please follow the online web registration form from the below link:
Q. Why does the login page look different?
On Saturday 3rd March 2018 we updated our system and this means our login page now looks different. Once logged in, the screens will look and work the same.
Q. How do I arrange payment of mortgage fees?
There is a section in the mortgage application where you will need to input the card details to pay the fees however if you are unable to do this please call 03458 480061 to pay them.
Following a recent upgrade to our systems, you will notice some improvements to the fee payment collection screens, at the end of the application submission process. We would encourage you to use the online payment facility through our secure payment provider WorldPay, as this is the quickest way to pay using your debit or credit card. If you have any questions in relation to this update, please call our Mortgage Service Desk on 03458 480061.
Q. Why is the product I want not in the drop down box?
This could be for a number of reasons including:
- The product has been withdrawn
- The LTV limit attached to the product has been exceeded
- You have chosen an incorrect type of mortgage eg stated it is a Buy to Let when it is a residential
To review and edit the application please view our downloadable help file:
How to amend a DIP (PDF) ».
If you are still having problems finding your product please call us on 03458 480061.
Q. What cases can’t I submit online?
At the moment our system does not support the following types of cases:
- 3 or more applicants
To obtain a Illustration for these cases you will need to use the ‘Illustration requests’ button from the top menu
Q. I’ve forgotten my password/My password is locked out. What do I do?
Please call 03458 480061 to have your password reset.
Q. I’ve been ‘timed-out’ - why?
Your account will time out if it is inactive for a period of 15 minutes, you will be logged out and you will need to log back in. If you were inputting a mortgage application and you had gone past the first three pages everything you have input will be saved however if you have not you will need to start the application again.
Q. How do I sign-up for your secure mail service?
The Society’s preferred method of communication is secure email. To find out more about Leeds’ secure mail please read: PDF Document FAQ’s on Secure mail »
How do I get a case update?
On the application you are processing you should see Account/Application status this will give you a general idea of what stage the application is at if you would like a full update please contact 03458 480061.
Q. What do I do if I have submitted my case and I need to change the property to be mortgaged?
The case will have to be reinput as a new application. You can reference the old application in the additional information section and we will be able to transfer any previously submitted documents assuming they are still in date.
Q. How do I amend a case that has already been offered?
Simply reply to one of our secure e-mails stating the mortgage account number and details of the amendment required.
Q. How do I obtain a Decision In Principal (DIP)?
Please view the following link for a step by step guide on how to do this: PDF Document How to start a new DIP »
Q. How do I print a copy of the application?
When in the main introducer menu under the application you are working on if you have fully submitted the case you will see ‘print application’ however we do not offer the facility to do so until you have fully submitted the application.
Q. How do I create a new Illustration?
Please view the following step by step guide on how to do this: PDF Document How to obtain a Illustration »
Q. Why are you not processing my case?
Your case will not be processed until you have paid the full valuation, application fees and sent in the required documentation.
Q. How do I add a Lending Partner to my account?
Please email firstname.lastname@example.org quoting your customer number and details of the clubs to be added.
Q. How do I choose the fees assisted re-mortgage solicitors?
Please view the following step by step guide on how to do this: PDF Document How do I choose the fees assisted re-mortgage solicitors »
Q. How do I amend a Decision In Principle (DIP)?
Please view the following step by step guide on how to do this: PDF Document How to amend a DIP »
Q. How do I correct an invalid Decision In Principle (DIP)?
Please view the following step by step guide on how to do this: PDF Document How to correct an invalid DIP »
Q. How do I change the case from a single to joint application?
You will be able to change or edit most of the information in your application before submitting it however once you have selected either Joint or Sole application this CANNOT be amended. If you do wish to change this information you will be required to begin a new DIP.
Q. How do I get a Illustration for a Ported/Guarantor or more than two applicant case?
Unfortunately as these cases cannot be processed online you will need to click on the ‘Illustration requests’ Link from the top menu.
Q. I’ve tried logging into my account but get the message “Cookies appear not to be enabled on your browser. Please enable cookies and try the logon procedure again.
A cookie is a small text file that is created and stored on the hard drive of your computer. We would like to assure you and your clients that the cookies we use do not contain personal information and are only used to improve our service.
For help in enabling or disabling cookies in the Internet Explorer browser please click the link below:
If you have enabled Cookies and continue to get this message there may be a problem with your log-in details. Please call 03458 480061 to have your password unlocked or reset.