Mortgage Hub - frequently asked questions

Registration

  • Am I automatically registered on Mortgage Hub?

    Provided you were registered with us prior to 8th October on the previous mortgage system, we will have automatically registered you on the new system and will contact you to finalise your registration by asking you to set up your password and security questions. If you are new to Leeds Building Society, or your account has lapsed, then please register here.

  • Can I change my username?

    Your username is set when you first register with Mortgage Hub and can't be changed afterwards. If you were automatically registered by Leeds Building Society, then your username will be your email address.

  • How do I add a new payment route to my registration?

    To add a new payment route, please email registrations@leedsbuildingsociety.co.uk or call the Registrations Team on 0113 216 7450.

  • How do I change my personal details?

    You can change your personal details by logging in to Mortgage Hub and clicking on "Your details". If this doesn't work, please email your details and the request to registrations@leedsbuildingsociety.co.uk.

  • How do I change my email address?

    You can change your email address by logging in to Mortgage Hub and clicking "Your details". If this doesn't work, please email your request to registrations@leedsbuildingsociety.co.uk.

  • Can I use a shared email address when I register?

    To register, you'll need your own individual email address. However, you can request for all email communications to be copied to a shared email address when you register.

  • How do I reset my password?

    Please click "Forgotten password" on the Mortgage Hub log in page. If this doesn't work, simply get in touch with our Lending Service Desk.

    Contact us

  • What if I've moved to a new firm or network?

    In either case, you'll need to re-register here under your new firm.

  • My account has been made inactive - how do I re-register?

    You will need to re-register here to access Mortgage Hub.

User Roles

  • What are the different roles you can register under with Mortgage Hub?

    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.

  • I am an Administrator - how do I register on Mortgage Hub?

    You can register as an Administrator for Leeds Building Society Mortgage Hub here.

  • I am a Supervisor - how do I register on Mortgage Hub?

    You can register as a Supervisor for Leeds Building Society Mortgage Hub here.

  • I am a Case Viewer - how do I register on Mortgage Hub?

    You can register as a Case Viewer for Leeds Building Society Mortgage Hub here.

  • How can I remove permissions from Case Viewers, Administrators and Supervisors?

    To remove permissions, please email our registration team on registrations@leedsbuildingsociety.co.uk or call us on 0113 216 7450.

  • How can I add or remove access for Administrators to my cases?

    To remove Administrator access, log in to 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.

Mortgage Hub and the Previous System

  • When will I be able to use Mortgage Hub?

    We'll let you know when the system is ready to be used and will be in touch with all of our existing brokers when the time comes.

  • How can I tell if a case is submitted through Mortgage Hub?

    All cases submitted through the Mortgage Hub will have a unique reference beginning with an L. Any case submitted on our previous system will begin with a number.

  • Can I still see cases that have completed (where the account number begins with a number)?

    For updates and information on completed cases submitted on our previous system, please contact our Lending Service Desk with the case reference number.

  • What will happen to pipeline cases already submitted (where the account number begins with a number)?

    Cases submitted on our previous system will continue through to completion. You can still review the details of these pipeline cases by logging in to your previous account or contacting the Lending Service Desk.

  • What happens if I have already submitted a DIP in the previous system - should I continue to full application?

    If you have a DIP that has been submitted and accepted, then please carry on to full submission in the previous system.

Submitting a Case

  • Mortgages for Contractors

    Contractors are treated as self-employed. As such, they need to meet self-employed criteria which requires two years’ proof of income. If they are PAYE, however, they’ll need to meet fixed contract criteria instead.

  • Can I submit all types of cases through Mortgage Hub?

    Mortgage Hub can accept most new lending types accepted by the Society. Current exceptions include ported cases and product transfers.

    To submit a product transfer please see the log in page.

    To submit a porting case please use this form.

  • What are your service levels for Mortgage Hub?

    You can see our current service levels here.

  • Can I select multiple products if I want the loan split into multiple parts?

    Yes you can, subject to the loan type.

  • When do fees need to be paid for applications submitted in Mortgage Hub?

    Product fees can be paid on submission of the application or added to the loan if the 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.

  • Are fee refunds automatic via Mortgage Hub?

    Yes, fee refunds are automatic within Mortgage Hub, for those fees that are refundable. These will be paid back to the originating card. Please see the illustration for details of which of the fees are refundable.

  • Where can I find case updates?

    You can view the status of a case and make changes to the application in the Mortgage Hub portal.

  • How can I return to an existing application?

    To return to an existing application, please log in to Mortgage Hub and search for the Case ID or the applicant's name.

  • Do I still need to send in a signed declaration?

    Yes, the applicant(s) will need to sign a "Use of Personal Information" form. You can find the form here.

  • Do I need to send in a signed direct debit mandate?

    No.

  • Can I amend the application if I've requested the wrong application type? (e.g. a residential case has been submitted as a buy to let case).

    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.

  • I have a saved mortgage application but the product is no longer available - what should I do?

    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.

  • When the case completes, will the customer's account number change?

    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.

  • In a Help to Buy remortgage application, what is the estimated value of share?

    The estimated value of share is the value of the customers share that they are remortgaging.
    It is calculated by deducting the value of the equity loan from the value of the property.

  • In a Help to Buy purchase application, what is the purchase price of share?

    The purchase price of share is the value of the customers share that they are purchasing.
    It is calculated by deducting the value of the equity loan from the value of the property.

Decision in Principle (DIP)

  • Does Mortgage Hub use a soft footprint on your customer's credit file at the Decision in Principle (DIP) stage?

    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.

  • Do I get a DIP certificate for my customer(s)?

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

  • What is a conditional accept on a DIP?

    A conditional accept on a DIP means we will need to review one or more aspects of the case once the case is fully submitted. This could be due to the data you entered or information retrieved from a credit reference agency. The case will be viewable in Mortgage Hub as usual.
    No DIP certificate will be provided where the result is a conditional accept.

  • How do I appeal a decline decision?

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

  • Can I amend the details of the application/DIP if I have submitted the full application?

    You can amend the application at any stage by logging in to Mortgage Hub and selecting "take back control of the case". This will take the case out of the underwriting queue and allow you to make the necessary changes. Most details on the application can be changed, except data entered on the first three screens which are the application type, property purpose, applicant type, name and date of birth.

    You'll need to confirm applicant(s) are happy for changes to be made. This may require a new DIP decision to be completed. To ensure your application can be viewed by the team at Leeds Building Society, you must fully complete and resubmit the application.

Documentation

  • Do I still need to send the same documentation in to Leeds Building Society?

    Once a DIP has been successfully completed, you will be able to view the documents requested in the "Case Summary" screen. You can do this when you click into the Case ID on the Mortgage Hub welcome page.

  • Can I upload documentation to the portal?

    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

  • What format should I upload documentation to the portal in?

    All of the following file extensions are supported: .pdf, .tif, .tiff, .jpg, and .jpeg. Each attachment can be no larger than 10mb.

  • How do I upload miscellaneous documents?

    If you have any miscellaneous documents that you want to upload - i.e. any documents that we have not specifically requested - please contact our Lending Service Desk.

Valuations

  • How will I know whether an automated valuation model (AVM) will be completed or whether a physical valuation is required?

    You'll need to complete the valuation screen in the full mortgage application. Property access details will be requested within Mortgage Hub if a physical valuation is required. The case tracking link on the "Case Summary" screen will show if a physical valuation is required.

  • What should I do if an automated valuation model (AVM) is completed but my customer requests a physical valuation?

    If a successful AVM is completed, we will not request a physical valuation. If your customer requires a physical valuation for another purpose, this would have to be arranged independently.
    The independent valuation would not be used as part of the mortgage process.

Technical Troubleshooting

  • Who should I contact if I have technical issues?

    For any technical questions, please contact our Lending Service Desk.

  • I have been locked out of my account - how can get back in?

    If you're having problems logging in, please contact our Lending Service Desk.

Contact Us

  • How can I contact Leeds Building Society?

    Whilst Mortgage Hub is a self-service portal, we're happy to help should you need us. If you have any further queries, please get in touch.

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