Mortgage Hub - frequently asked questions (FAQs)

You can register for Mortgage Hub through the Mortgage Hub log in page. 

You can register on Mortgage Hub as a: 

• Broker

• Administrator

• Supervisor

• Case viewer 

• Broker/Supervisor

• Administrator/Supervisor

A Broker is an individual qualified to give mortgage advice. 

Administrators can create new and update existing cases on behalf of brokers. 

Case viewers have read-only access and can view all of their firm's cases in a read-only format. 

Supervisors can view all of their firm's cases in a read-only format and can transfer cases between brokers. 

If you've forgotten your password and/or username, please click on 'Forgotten username' or 'Forgotten password' on the Mortgage Hub log in page. If this doesn't work, please contact our Mortgage Service Desk. 

Your username is set when you first register with Mortgage Hub and can't be changed afterwards.  

To add a new payment route, please email registrations@leedsbuildingsociety.co.uk. 

Please email registrations@leedsbuildingsociety.co.uk with your new Network FCA number and payment route. 

In either case, you'll need to re-register. 

For any technical questions, please contact our Mortgage Service Desk

To add and/or remove Administrator access, log into your Mortgage Hub account. In the welcome screen, click on your name. Choose 'Your Administrators' and make the required amendments.

Please note if your firm has asked for the setting 'Allow all Administrators to work on all broker cases', you won't be able to override this setting.

To remove permissions, please email our registration team on registration@leedsbuildingsociety.co.uk.

For new lending applications, we'll pay a 0.40% procuration fee of the loan amount as shown in the offer for residential lending and 0.50% for buy to let lending. 

For rate switch applications, we'll pay a 0.20% procuration fee of the loan amount as shown in the offer.  

For additional borrowing applications, we'll pay a 0.35% procuration fee of the loan amount as shown in the offer – with a minimum procuration fee set at £50. 

We'll pay the procuration fee on the eighth day of the month following completion of your client's application to your chosen payment route. These payments can take two working days to reach your chosen payment route. If the eighth day lands on a weekend or bank holiday, the procuration fee will be processed on the next working day. 

Product fees can be paid on submission of the application or added to the loan if the loan to value (LTV) allows. 

Valuation fees must be paid on submission of the application. 

Funds transfer fees will be deducted from the advance. This means Leeds Building Society will deduct the fee from the loan amount advanced to the Legal Advisor on completion and the applicant(s) will be responsible for ensuring the Legal Advisor is in receipt of sufficient funds to complete the transaction. 

Please note, Mortgage Hub will request the card details if you have selected to pay the fee on submission. 

If an application doesn't proceed, any refundable fees are automatically refunded when the application is cancelled. These will be paid back to the originating card. Please refer to the illustration for details of which of the fees are refundable. 

No, you can't submit your own application via the broker portal. This includes applications for new lending, rate switch and additional borrowing for residential and buy to let. 

This can be done through another broker within your own firm or another firm, if they're registered on our panel. 

Alternatively, you could apply directly online or through the Direct Mortgage Unit (subject to lending type) but no procuration fee would be paid. 

Mortgage Hub can accept most new lending types accepted by the Society. Current exceptions include porting cases and Limited Company Buy to Let.

• Find out more about our porting process
• Find out more about our Limited Company Buy to Let process

The offer for New Lending, Rate Switch and Additional Borrowing cases are valid for 180 days.

This is one of the few items that can't be changed once selected. In this case, you'll need to start a new application.

The subject (security) property can be amended on purchase applications only. You'll need to contact our Mortgage Service Desk to cancel any outstanding valuation instructions on the current property before updating the subject (security) property details.

Yes you can, subject to loan type.

Products are only secured once a full application has been submitted. If you haven't got this far, and the product has been removed, you'll need to select a suitable new product.

To amend the product details, select 'Change of product(s)' as the primary reason for amending the application. Please ensure the full mortgage application is submitted after updating the product details.

Yes, Mortgage Hub uses a soft footprint at DIP stage. When a full mortgage application is submitted, this is converted to a hard footprint on your customer's credit file.

Yes you do if the DIP decision is an accept, then a certificate is available for your and your customer(s) on the portal. If the DIP result is a conditional accept then no certificate is available.

A conditional accept on a DIP means we'll need to review one or more aspects of the case once the case is fully submitted. This could be due to the data you've entered, or information retrieved from a credit reference agency.

The first step to appealing a decline decision for a DIP is to contact your Business Development Manager.

To update the DIP, select ‘Update Decision in Principle data’ on the ‘Amend the submitted application’ screen. Selecting this option will allow you to update: 

• Loan requirement details 

• Deposit details 

• Repayment vehicle details (interest only application) 

• Additional borrowing details  

• Personal details 

• Existing property details 

• Household and committed expenditure details 

• Address history details 

• Future change details 

Please ensure the DIP and full application is fully submitted after updating the relevant details to restart the underwriting process. 

No, client(s) are not required to sign a declaration or direct debit mandate.

You can view the status of a case (including outstanding case requirements) and make changes to the application in the Mortgage Hub portal. To return to an existing application, search for the Case ID or the applicant's name. 
 
To make amendments, select the 'Take back control' option in the 'Case Summary' screen, complete the declaration and select the reason for amending the application. Please ensure both the Decision in Principle and the full mortgage application have been fully completed and submitted after starting this process. 

The 'Take back control' function isn't available for Rate Switch applications. 

There may be the odd time that you're unable to take back control of an application.

This could be because:

You've received a conditional accept decision at DIP, and the application is awaiting assessment by an underwriter once the full application has been submitted.

This application is awaiting assessment by the underwriting team.

Someone else is in the application (this could be if the case is being assessed by an underwriter).

Please contact our Mortgage Service Desk if you have any questions.

Yes you can. Once a DIP has been successfully obtained you can upload the documents requested for each requirement either in stages or all at the same time. All of the following file extensions are supported: .pdf, .tif, .tiff, .jpg, and .jpeg. Each attachment can be no larger than 10mb. 

If you have any miscellaneous documents that you want to upload - i.e. any documents that we haven't specifically requested - please contact our Mortgage Service Desk. 

In the event a physical valuation is required, you'll be required to complete the valuation screen in the full mortgage application journey including property access details. If an AVM is completed, you'll see a message on screen to confirm a physical valuation isn't required. 

If a successful AVM is completed, we won't request a physical valuation. If your customer requires a physical valuation for another purpose, it needs to be arranged independently.

The independent valuation wouldn't be used as part of the mortgage process.

The customer will receive a new account number once the mortgage completes. This account number will start with a digit and be included on the first payment letter sent to the customer after completion. 

Once your clients mortgage starts, we’ll calculate their first payment. Their first mortgage payment could be different to their regular monthly amount. This is because it’s worked out based on when their mortgage starts and their chosen monthly payment date.

We'll write to your client to confirm what it’s going to be before we take the payment. For residential applications, the letter will come to the new property address. For Buy to Let property applications, the letter will be sent to the correspondence address. If your client has any questions, they can call us on 03450 505 075 for more information.

You can apply for a rate switch up to 120 days before your client's current product ends.

If your client wants to apply for a rate switch outside of 120 days, they'll need to call us on 03450 505 075.

Yes it will. If your client(s) isn't eligible, you'll see a message explaining what action you or your client(s) can take.

Yes, but due to the differing end dates of their existing products this will need to be processed as two separate requests, one for each part. Take care when you choose the product as this could mean that multiple product fees are payable.

When staircasing to 100%, your client will move from a shared ownership mortgage to a standard residential mortgage. This changes the terms and conditions and the products available for the mortgage.

To support your client's journey, key the case using the porting forms. The products available are from our new lending standard residential range.

We'll pause both applications and contact the relevant parties to confirm which rate switch the client wants to proceed with.

You can complete the application in as little as five to 10 minutes

You'll get the offer as soon as you complete the rate switch application online, but you must remember to tick the box to confirm the client(s) are happy to proceed and then click 'submit' for the application to be fully submitted. The exception where the offer won't be available immediately is where the valuation is challenged.

Please refer to our question on valuation challenges for more details.

Before submitting the rate switch application, Mortgage Hub will display four possible switch dates.

If your client's current product has early repayment charges, please pick the day after the early repayment charges finish.

If your client's current product doesn't have early repayment charges, please select the date that's suitable for your client. For further details, please see 'When will the new product start?'.

When submitting a rate switch, Mortgage Hub will produce an offer both for your records and which you need to share with your clients. For cases where the valuation is challenged, an illustration will be produced.

To accept the offer:

1. Tick the box to confirm the applicants are happy to proceed
2. Click the 'submit' button

Just remember, if you don't tick the box to confirm the applicants are happy and click the 'Submit' button, the rate switch hasn't been secured.

Within the case summary screen in your portal, it'll show as being at 'Product selection stage' if it hasn't been fully submitted.

If you have further questions, please contact our Mortgage Service Desk.

Yes, clients can make capital payments at any time. It'll be subject to restrictions on their current product

If they're within their 120 day rate switch period and want to make the capital payment that exceeds their overpayment allowance to allow a rate switch on to a lower product, please ask your client to call us on 03450 505 075.

Mortgage Hub will allow you to see the lower mortgage balance the next day. To see the updated balance, please start a new rate switch application in Mortgage Hub. You can then submit the rate switch application as normal.

You can challenge the valuation as part of the rate switch application. We'll need a valuation to be carried out, which is free. This will delay the rate switch being offered whilst the valuation takes place and could have an impact on the completion date.

We'll then generate the offer once an underwriter assessed the valuation report.

Please only challenge the property valuation if the estimated property value will return a different product range for your client.

If the valuation is lower than expected it could result in the product selected no longer being valid and we'll contact you to discuss your next steps.

On a shared ownership mortgage, the estimated value of share can be calculated by multiplying your client's percentage share by the valuation figure displayed on screen.

For example: the full market value shows as £200,000 and your client owns 50%. The estimated value of share value is therefore 50% of the full market value (i.e £100,000).

On a shared equity (including help to buy) mortgage the estimated value of share is the share of the property value that is not the equity loan.

For example: the property is worth £250,000 and the equity loan is 20% of the full market value. The estimated value of share is therefore 80% of full market value (i.e £200,000).

Yes you can. Please contact our mortgage service desk to cancel the original rate switch application. You can then submit the new rate switch application.

Please be aware that there could be a new valuation on the case that could have an impact on the LTV. Once a case has been cancelled, it can't be reinstated.

All the mortgage products start on the first of the month, and we need time to process requests. To ensure your client's new product starts right after their current one ends, submit the application at least eight full working days before their current product ends. In some cases, such as when a valuation is needed, more processing time may be required which could delay the new product taking effect until the start of the following month.

The rate switch offer is based on the balance on the day the rate switch is submitted. When the new rate is applied to the account, we'll recalculate the monthly payment based on the update balance and term. Your client will receive a letter prior to the switch to confirm the actual monthly payment.

Yes, you can submit an additional borrowing application for your client, but it must be done as two separate transactions.

As it's two separate transactions, we'll write to the client with two first payment letters. The additional borrowing letter will confirm details about the additional borrowing transaction, and any payments due before the rate switch takes effect. The second rate switch letter will confirm the correct overall monthly payment moving forward.

Within the DIP, the existing section asks what balance will be continuing. This needs to be the balance that will continue at completion so you'll need to enter the full loan amount, i.e the current loan amount plus the additional borrowing amount.

If any of the client's details are incorrect when you start the additional borrowing application, you'll need to cancel the application and ask the client to contact us directly on 03450 505 075 to inform us of any changes. Once the details have been updated, you can start a new application.

Any amendments made within the application journey won't amend the original mortgage amount.

Yes it will. If your client isn't eligible, you'll see a message explaining what action you or your client can take.

Yes they can, subject to affordability. Where there is a second charge against the security property, a deed of postponement will be required from the second charge/secured loan company.

If the application is a help to buy, your client(s) will need to come directly to us by calling 03450 505 075.

On a shared ownership mortgage, the estimated value of share can be calculated by multiplying your client's future percentage share by the valuation figure.

For example, the full market value is £200,000 and your client will own 50%. The estimated value of share value is therefore 50% of the full market value (i.e £100,000).

Shared equity and help to buy additional borrowing applications can't be completed online. The client will need to come to us directly by calling us on 03450 505 075.

First Homes and DMS additional borrowing applications can't be completed online. The client will need to come to us directly by calling 03450 505 075.