Frequently Asked Questions

No - if the application was cancelled for any reason other than for property related purposes, a new product will be required from the current range if we are to reinstate their application. 

Their address history includes all addresses they have occupied over the last three years, including any temporary addresses or those occupied if the client was studying at university.

We pay the proc fee on the second Monday after completion. This is usually paid to the Network or Mortgage Club and therefore will be subject to their processing times. 

You need to notify us if your client wishes to change their rate, and include the new product code. You can do this by adding a case message to the online application. Please allow up to five working days for confirmation of the new rate. This is only applicable for new business. If this is a product transfer please go to the product transfer FAQ.

If the new product has a free valuation, your client will not need to pay anything. However, if the new product does not have a free valuation, your client may be charged retrospectively for any valuations that have been carried out. You have three working days to pay the valuation fee, if applicable, to secure the product. Please make sure the features of the new product match the existing product. If not please check your client is happy to proceed. Once the request has been received we can't revert back to the original product. 

If the case has already been offered, we may undertake another credit check before we issue the amended offer. A change of product might also mean the application is reassessed by our underwriters, and may need additional information or documentation from you. Our decision to lend may be affected by a change to the product being requested or a change in your client's circumstances. 

For more information on any applicable charges, click here. 

Please allow up to five working days for product changes.

Click here to check whether a solicitor is on our panel. If they need to be added to our panel, please visit lms.com/ConveyancerZone/lenderpanels/membership/apply to start the application process.

No, so you’ll need to create your own. Please make sure it’s:

• Addressed to Bank of Ireland
• Dated
• Confirming the amount, and that it’s an outright gift to the full name(s) of the applicant(s)
• Signed by the individual(s) gifting the deposit.

Yes, but these are subject to enhanced due diligence.

Once you’ve submitted the full application the system will return an automatic decision of  ‘refer.' This means the application will be reviewed and a Bespoke underwriter will contact you.

Don’t forget, as long as nothing changes from what you’ve told us, we’ll honour the decision we make at AIP stage. If your case does decline, your underwriter will let you know why and work with you to see if there’s anything that may help us proceed.

Your client’s case can go straight to AIP (no pre submission needed) if any one of the following is the only Bespoke element:

• Exclude childcare/school fees if evidenced as being paid by a third party
• 2 years’ (instead of 3) self employed trading history
• Change in trading status for self employed
• Loan size is less than £1.5m for Residential or £1m for Buy to Let.

For all other cases, including a combination of the above, please continue to use the Bespoke enquiry form or contact us. 

All Bespoke products and product codes can be found on our Bespoke products page. If you need help finding any product codes please contact us. 

Your chosen product code will automatically pull through to the full application from AIP stage.

Bespoke is our personalised and flexible service for good quality complex cases in which applicants meet the following criteria:

• They must pass our credit score
• Minimum loan is £150,000
• They must meet our minimum income requirements*
• Income to support the loan must be paid in GBP
• Up to 90% LTV for residential and up to 75% LTV for Buy to Let
• Must meet our standard property criteria (please see our criteria for more detail).
• Maximum term 40 years to age 75
• Applicants can remortgage to raise additional capital up to 85% LTV or 75% if there is any element of debt consolidation. Up to 90% LTV on a like for like basis, repayment of a Help to Buy loan in full or purchasing the final staircase on shared ownership or buying out someone from the title of the property (transfer of equity).
• Capital raising for most legal purposes, excluding; business, speculative, gambling, payment of tax and to replace savings.

For Interest Only Residential applications, the additional criteria applies:

• One applicant must have a minimum income of £50,000 or £75,000 for joint applicants
• Must have at least £250,000 equity in the property at start of mortgage
• For remortgage applications, there must be at least 12 months left of the current term with the existing lender 

*The minimum income requirements are:

Residential: Repayment mortgage - At least one applicant must earn £40,000. Interest only mortgage - £50,000 for sole applicants and £75,000 for joint applicants.

Buy to Let: At least one applicant must earn £40,000 for a repayment or interest only mortgage.

We'll base rent on the lower figure, therefore if tenants are paying less than the market rate, we'll base rent on this amount.

Firstly, check you've completed the income and outgoings correctly. Remember monthly outgoings are child care costs and unsecured credit commitments. Please see the affordability calculator, which details what to include. If affordability fits, then please obtain a copy of your client's Experian report.

Your case administrators will need to have registered with Bank of Ireland for Intermediaries for you to be able to give them access to your cases. To register click here.

Once they're registered, please follow the below steps:

• Log into your Bank of Ireland for Intermediaries profile
• Scroll down the page to the ‘Case Permissions’ section and click the V
• Select ‘Add Case Administrator’, which will open a list of registered administrators
• Add the case administrator(s) that you wish to have access and confirm the level of access rights. The options are ‘full’ or ‘post submission’
• Save your changes.

If you can’t see the case administrator you would like to link to your profile, please contact us so we can check they have all the necessary permissions.

If they're not linked to your profile, we're unable to discuss any of your cases with them.

Log into ROME and select 'Actions'. All actions must be showing as 'received' or 'accepted', as the case will not move forward unless all tasks have been completed. If the case states 'awaiting documents' and all actions are completed, check whether the valuation is showing as 'instructed'. If it is, we're waiting for the valuation report to come back.

We’ll need approval from your old firm or network for you to continue to manage your pipeline cases. You won’t be able to access your pipeline cases online if your old firm or network’s FCA number is no longer on the FCA register. Please contact us as soon as possible if you need to manage any pipeline cases.

If you’ve changed firm or network, you’ll no longer be able to log into your online account to access your cases. To submit new cases, you’ll need to re-register with us under your new firm or network. If possible, please register with a different email address. If you’re unable to do this, please contact us.

If the change of property is within three months of the property falling through or being declined, the client can retain the original product (subject to a maximum increase in the loan amount of 10%). Otherwise your clients will need to request a new product from the current range.

You'll need to let us know the client has found a new property and ask for a place holder to be created to upload the New Property Details Form (NPD). Once you've completed this form, you'll need to upload it to their existing application within three months of the property falling through or being declined to ensure they can retain their existing product. 

They will also have to pay any applicable valuation fees. You have three working days to pay the valuation fee if applicable to secure the product.

It's possible to change properties again within this three-month window, and still keep the same product, but they will need to pay for a new valuation fee each time they change properties.

We'll require a new full application, and the product must be chosen from the current range. You have three working days to pay the valuation fee if applicable to secure the product.

You'll need to let us know the client has found a new property and ask for a place holder to be created to upload the New Property Details Form (NPD). Once you've completed this form, you can upload it to the existing application.

They can retain the existing product (up to an maximum 10% increase on the original loan amount) if it has been withdrawn, subject to the payment of any applicable valuation fees. Otherwise, they with have to request a new product from the current range.

If the application fell through, or was declined over three months ago, a new application will need to be submitted and a product chosen from our current range.

We carry out a soft credit search at the AIP stage and a hard credit search when a full application is submitted.

Experian.

Yes - we will stress that mortgage in the background. Please check our affordability calculator for the current stress rate.

If the existing property is formally converted to a Buy to Let mortgage, we will not make a deduction.

Consent will be considered if the following eligibility requirements have been met:

• The residential mortgage has been in place for a minimum of 12 months
• The account is not in arrears
• The projected / actual rental income must be equal or greater than the current monthly payment
• The property must not be let as student accommodation or a holiday rental
• Not a house in multiple occupancy (HMO)
• For flats or maisonettes where fire risks have been previously identified, the tenant(s) should be given a copy of the latest Fire Risk Assessment Report for the subject building address. 

The client is charged an annual fee of £199.

If the client moves back into the property, the annual charge will be removed from the account (no refunds for a part year are given).

Clients can't change their mortgage product or request a further advance during the period of letting - we will only agree to do this if the mortgage is switched to a Buy to Let product. Switching to a Buy to Let product will be subject to a full application, lending criteria and valuation.

When completing the application form, you can confirm whether the funds should be released on a specific date, or as soon as possible.

If it’s as soon as possible, we will release the funds within five working days once we’ve received the signed Offer for the further advance.

Please contact us, quoting the mortgage account number and the new product code. If the further advance has already been offered, we will send an amended offer that your client must sign and return to us.

Yes, please contact us and we’ll be able to talk you through the process for a further advance application. The proc fee is 0.30%.

For a property within a block of flats or converted building where an External Wall System (cladding, stacked balconies, etc.), is of concern, building owners must be able to supply a suitable and comprehensive Fire Risk Assessment (FRA) Report based upon an assessment which has been carried out within the last five years, and after 01.01.2018.

The report should contain an executive summary of the findings and a clearly defined overall risk rating for the building, including risk to life. It should include detailed commentary on the External Wall System. The FRA report will be reviewed by our Property Risk team, who will provide guidance on what solution will be required to ensure the property is an acceptable risk. This may include a new FRA Report to be published following the completion of remedial work and the Property Risk team may set additional requirements.

We require the FRA report to have been signed by the suitably qualified specialist who inspected the building. The accepted qualifications for specialists are those identified within the RICS EWS1 Form list of relevant professional bodies. Only fully qualified members will be acceptable (i.e. Graduate or Student membership is not acceptable).

We don't need to see the EWS1 form and there is no requirement for the Valuer to request one if they have cladding concerns. If the Valuer, in line with RICS Guidance, has concerns in respect of cladding, they must make these known to us, and recommend that the Fire Risk Assessment report be reviewed within their Valuation Report.

Please contact your BDM providing the plot number, full property address, link to the development, warranty provider, and EPC or PEA. For smaller developments, we may also need to know how many properties are being built, how many are reserved, and how many have been exchanged and completed on.

Please contact your BDM with the property brochure or RightMove link. We do not lend on converted office blocks, ex-local authority above four floors or with open deck access. The flat also must also be desirable to the residential market.

Please contact your BDM with the property brochure or RightMove link.

Clients can register for their mortgage hub here.

They can also visit the existing customer website, where they can request information about their mortgage, download any required forms and contact us.

Your client can register here.

Once they have access, they can view their mortgage details, send us a secure message, view uploaded documents and submit various requests for information, for example, redemption statements, interest certificates etc. They can also request small changes, such as amending their payment date and updating contact details.

If it’s an online offer, they'll need to accept it using the email link they’ve been sent and the access code.

Postal offers will need signing (both the acceptance and Direct Debit Mandate) and returning to us.

If you're unsure whether it’s an online or postal offer, please go to into the case on ROME, and view the 'offer' tab for more details.

A full assessment of the application will need to be undertaken. This includes one month's payslip/Sa302/TYO, and the latest bank statements. A revaluation will also be required.

A new product will need to be chosen. If this has a free valuation, then a revaluation fee will not be charged.

Once the above is satisfied, a full amended offer for a further six months will be issued to the solicitor and uploaded on ROME.

You'll need to request the offer extension between two and four weeks before the expiry of the existing offer.

We can extend the offer by one month subject to a re-credit score and no material changes. The client can retain their existing product. We'll then issue an amendment letter to the solicitor.

You'll need to request the offer extension between two and four weeks before the expiry of the existing offer.

A full assessment of the application will need to be undertaken to confirm the deal is still acceptable.

This includes one month's payslip/SA302/TYO, and the latest bank statements. A revaluation will also be required. If a new product is chosen and this has a free valuation, then a revaluation fee will not be charged.

Once the above is satisfied, a full amended offer for a further six months will be issued to the solicitor and uploaded on ROME.

You'll need to request the offer extension between two and four weeks before the expiry of the existing offer.

Once you've requested the extension, we'll automatically approve this and issue an amendment letter to the solicitor.

You'll need to request the offer extension between two and four weeks before the expiry of the existing offer.

The mortgage offer is valid for six months, however, for new build applications the offer is valid for nine months.

Clients can manually make overpayments each month online or by bank transfer. For more information, click here.

When Early Repayment Charges (ERCs) apply to your client's mortgage, they can make lump sum or regular monthly overpayments without incurring an ERC as long as:

• Each lump sum payment is not less than £500
• Each year, the total amount repaid does not exceed 10% of the amount owed as of 31 March

Once any ERC period has ended there are no restrictions on the amount that can be overpaid.

The first payment is taken exactly one month after the completion date. Interest is charged from the day we release funds until the end of that month and is collected with the first payment. Once the first payment has cleared, the client can request to change this payment date.

If your client has a standard residential mortgage, you’ll need to select a rate from our new business residential rates.

If your client has a Bespoke residential mortgage, you’ll need to select a Bespoke new business residential rate.

You can't select a Bespoke rate for additional borrowing if your client has a standard residential mortgage.

Our products are portable in line with the terms and conditions of the mortgage; and are subject to current underwriting policies and criteria at the time of the application to port.

It is only possible to port the current interest rate and any ERC conditions attached to their mortgage. The portable amount is either the balance outstanding on the current loan, or the original loan, whichever is the lower (no consolidated arrears etc).

If a product has been offered within the last three months and they find a new property within this time frame, we'll require a New Property Details form (NPD). They can keep the existing rate if the new loan amount is not more than 10% over the original loan amount and doesn’t exceed the original LTV limits for the rate. Alternatively, they can choose a new product.

Please send the completed NPD form to telephonebdm@boi.com using the password protection process.

Yes, subject to our lending criteria.

If a client is not able to complete a simultaneous port, we offer a ‘porting window’ of up to three months, providing the new loan continues containing the previous ERC terms and conditions.

In order to undertake a non-simultaneous port, the client must have submitted the porting application prior to the redemption of the old mortgage, and pay the ERC on redemption of the current loan.

The ERCs are refundable upon or after completion, providing this happens within the three month porting window.

You will receive 0.4% on the top-up amount for residential or 0.5% on the top-up amount for Buy to Let mortgages. If they are not borrowing any additional money, then you won't receive a proc fee.

Yes, but this can't be done using the online system. Please contact us for help. Revaluation fees will apply, please see our tariff of mortgage charges.

Your client will need to contact us directly to discuss extending their mortgage term by ringing 0345 300 8000. Once the term has been extended, you can then to do the product transfer.

Yes - please see the section on Product Transfers for more information.

Yes, but this can't be done using the online system. Please contact the your BDM for help. The sponsor will receive a copy of any new product being offered, which they'll have to sign and return.

The most common reason is you've entered the client's normal monthly payment incorrectly, as this needs to be correct to the nearest pound. If you've only entered incorrect details a few times, you can reset your account online. However, if your account has been locked, you'll need to contact us to get this unblocked.

Please see the product transfer webpage, which includes a useful video on how to use the online process. The most common errors are not having the correct monthly payment (this needs to be entered to the nearest pound), or their names are misspelt.

Yes, but this can't be done using the online system. Please contact the your BDM for help.

Your client is free to change their mind as long as it's before the 19th of the month prior to the new rate becoming effective. If they decline the offer we may not refund any fees they've already paid to us.

If interest rates improve your client can change the product they’ve applied for. It is worth checking the HPI valuation and LTV before making this decision. The HPI valuation will be checked again when applying for a new rate and if it has updated since the original product transfer was submitted it may affect the LTV. If the LTV has increased you may not be able to secure the intended new rate for your client and you will need to select a product from the higher LTV band.

If your client would still like to cancel their rate after checking the HPI valuation and LTV, you must cancel your client’s ‘in progress’ case before 18th of the month that their current fixed rate is due to expire. You can do this by adding a case message to the product transfer online application. Please allow five working days for the product transfer to cancel. Once the original product transfer has cancelled from our online application system you'll be able to submit a new product transfer.

Product transfers can’t be cancelled from 19th of the month before the current fixed rate expires.

The Variation of Mortgage Offer needs to signed and accepted by the client by the 19th of the month to guarantee the new rate taking effect on the first of the following month.

Customers need to sign and accept the variation of mortgage offer. They have 30 days from the date it's issued to accept.

If we have an active Direct Debit on the account, up to date mobile number and an email address for each applicant, the offer will be sent via docusign for electronic signature/s.  Your client will receive the offer via email and they'll also receive a text message with an access code to view the offer document. They'll need to sign the offer electronically and return by email within 30 days.

For online hub offers your client will be sent an email containing a 9-digit access code and a link to open their hub. Once in their hub they’ll need to enter the 9-digit access code. They’ll also need to input their mortgage account number and last monthly payment to the exact penny. They’ll then be able to view the offer document, sign it electronically and accept.

If the offer cannot be produced electronically it will be posted. Your customer(s) will need to sign and send it the following address within 30 days:

UK Mortgages Service & Operations
Freepost
PO BOX 3181
One Temple Quay
Bristol
BS1 9HQ

No, you’ll need to submit the product transfer for the product that's expiring first. Once that has completed you can submit the product transfer for the second product.

If you submit them both at the same time, the new product will not take effect until the second product expires. This will mean that part of their mortgage will be on a standard variable rate for a period of time.

You'll need to submit the product transfer in order to secure a rate. You can do this by following the steps outlined in our How to Submit a Product Transfer page or by watching our short video.

If you choose to  request a mortgage illustration this does not secure the rate. You need to complete the Variation of Mortgage Offer section and submit. Our products can be withdrawn at any time, if your chosen rate is no longer available you'll need to select a different rate.

Five months without incurring an ERC. The new rate will be effective once the current ERC has ended. Click here for more information about product transfers.

Yes – you can apply for a product transfer online, meaning it is easy to secure a new rate. A client's mortgage term can also be reduced at the same time. Our process means there's no paperwork involved – the application can progress straight to an offer electronically.

When applying for a product transfer online, it’s important to remember the normal monthly payments need to be entered correctly to the nearest pound. If this amount is entered incorrectly, you'll not be able to proceed with the transfer, and you may get locked out of your account.

We instruct the Direct Debit payment three working days before the payment is due. Therefore it depends on when the payment is due and when the mortgage is repaid.

If it's too late to stop the Direct Debit being taken, it can take up to 10 working days for your client to receive their refund.

If your client is in financial difficulty please contact us.

The client must contact Mortgage Services Direct, by emailing mortgage.services@boi.com The Mortgage Services team can't respond directly to emails, so they will reply via the hub, post or a phone call.

A physical valuation can't be requested, instead our appeals process must be followed. If your client has carried out significant improvements to the property e.g extension /loft conversion please provide photos and/or plans, along with comparables to support the appeal.

We require three comparables with the following detail, to be submitted within 14 working days from the date you were aware of the valuation:

• Full address
• Details of who sold or let the property
• The agreed sale price or rent (not the asking price or rent)
• Date of the transaction
• Source of information

Please also make reference to the size of the property, whether it's in good state of décor, whether the property has been extended, has any off-street parking / garage etc. The more detail you can provide to support the appeal, the more likelihood of a successful outcome.

You can also upload internal and external photos of the property.  To do this please send a case message in our online application system requesting for placeholders to be created for you to upload your photos.

Yes, the HPI figure can be challenged should the client feel their property is worth more. We'd need to instruct a revaluation (or full valuation if the last physical valuation was more than ten years ago) at a cost to the applicant.

To consider an appeal against the valuation, we require three comparables with the following detail, to be submitted within 14 working days from the date you were aware of the valuation:

• Full address
• Details of who sold or let the property
• The agreed sale price or rent (not the asking price or rent)
• Date of the transaction
• Source of information

Please also make reference to the size of the property, whether it's in good state of décor, whether the property has been extended, has any off-street parking / garage etc. The more detail you can provide to support the appeal, the more likelihood of a successful outcome.

We have a panel of surveyors we use. The actual valuer will be based on who has availability.

The valuation is to determine whether the property is suitable security for us to lend on. We'll determine this by either a physical valuation, desktop, AVM or Assisted AVM. We'll only upload a copy of the valuation report if a physical valuation is carried out. It is our decision as to what type of valuation is carried out; this can't be requested by you or your client. 

For new applications, you can input the card details in the fees section.

When there is a change of property and a New Property Details form has been uploaded, the client will need to call us on 0345 266 8928 (they will need their mortgage reference number).

The valuation fee must be paid within three working days, or the application will be cancelled.