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IMPORTANT NETWORK UPDATE | Our New Case Management Service

I am writing to explain an immediate change we are making to the way we support your case submissions, and why. From today, our Case Management service is changing. Our lender panel is now divided into two groups: Select and Enhanced. The group your lender belongs to determines which of the three support options you can use.

You start by picking your lender for the client as usual and then checking whether it is a Select or Enhanced lender. Depending on the lender type, you will then be able to choose from support options from the Case Management Team.

Why we are making this change

Lenders have been tightening admin access to their systems. Many of them are about to introduce two factor authentication going to that adviser’s phone and restrict who can be an admin for an adviser or what the admin can do. Our collaboration with Instamo also changes how cases move between systems and who needs direct access to key them.

We have therefore taken the opportunity to strategically review the whole service and are introducing a new process that is simpler and it costs you less.

What is actually changing

On Select lenders, you will key your own decisions in principle and applications using your own login, registered in your name. On Enhanced lenders, we continue to key and process the case for you.

We are not removing support, we are setting out more clearly what it is, you choose how much of it you want on each case, and it costs you less than it did.

Alongside this, every adviser now registers with each lender directly and accepts that lender’s terms and conditions personally, rather than our registrations team doing it on your behalf. That is how lenders want it to work, and it means the login is yours. Registrations will guide you through it, check you are set up correctly, and chase lenders where a registration gets stuck.

Your service options

There are three options open to you on any case. Which of them you can use depends on whether your lender is Select or Enhanced.

Option A. Self-service – DYA

Available on all lenders, Select and Enhanced. No fee, no change to your current process.

As now, you submit directly to the lender under either the Connect Direct or L&G Club route, where you hold the DYA permission to do so.

  • You key the decision in principle and the full application yourself.
  • You remain responsible for the cost of any third-party integrations you use on OMS, for example credit checks, due diligence checks and home check reports.
  • No fee applies.

This service is only available where you hold DYA permissions. For some lenders, e.g. commercial lenders, you will also need to hold Expert or Specialist Status.

Option B. Guided service

Select lenders only. £79 payable at the point of full application submission, with no charge for aborted DIPs.

A dedicated administrator to support you with application submission and progression. The service includes:

  • File completeness checks, to make sure the DIP or application is ready to progress.
  • Screen sharing to help with and check submission of lender decisions in principle and applications.
  • On hand guidance when lenders and clients raise queries and requests.
  • Offer checking and obtaining update from solicitors.
  • Commission claim.

You remain responsible for the cost of any third-party integrations you use on OMS, for example credit checks, due diligence checks and home check reports.

Option C. Processing service

Enhanced lenders only. £79 payable at the point of full application submission, with no charge for aborted DIPs.

We do the whole case for you. The service includes:

  • File completeness checks.
  • DIP submission.
  • Checking for rate withdrawals.
  • Full application submission.
  • Case progression, with lender chasing and updates.
  • Offer checking and obtaining solicitor updates.
  • Commission claim.
  • Packaging bonus commission on some lenders.

You remain responsible for the cost of any third-party integrations you use on OMS, for example credit checks, due diligence checks and home check reports.

Seeing your costs before you choose

We are building a tool that lets you pick a lender and see which group it is in, which options are available, what the fee is and what your commission is on that case. We will let you know when it is live.

What this means for you

If you already submit your own cases with DYA

Very little changes for you. You carry on as you do now, and the Guided service on Select lenders or the Processing service on Enhanced lenders is there whenever you want extra support on a case.

If you are working towards CAS/Competent status

Until you hold CAS/Competent status, the Guided service applies on Select lenders, so someone experienced checks your work before it reaches the lender. Two things are changing in your favour.

  • We are removing the minimum time. You used to have to wait 6 months before you could submit your own cases. It is now tied to CAS/Competent status, so if you get there in three months you can submit directly in three months.
  • The fee is £79 rather than £99, and you learn how to submit your own applications.
  • For Enhanced lenders, our Processing service continues to key the case for you, as now.

If you are on enhanced supervision

If you are on the highest level of supervision, where DYA and CAS are withdrawn, the Guided service applies on Select lenders. Your case is still checked before it goes to the lender, which is the same protection you have now.

If you have cases with our Case Management Team today

No case is being cancelled or re-keyed. Your case stays where it is, with the same lender, the same product and the same client.

  • On Enhanced lenders, our Processing service continues to take your case through to completion. Nothing changes.
  • On Select lenders you take over the case from here. You log in to the lender under your own login and progress it yourself, and we will screen share with you for as long as you need.

What you need to do now

  • Look at the lender list and note which group the lenders you use most often are in.
  • If you have cases in progress on a Select lender, our team will be in touch with you to make sure of a smooth handover and you get all the support you need

If you have questions, please contact your Business Relationship Manager, Case Manager or Member support for more information.

Best regards,

Liz Syms

CEO

If you have any questions, chat to the Member Support Team ​ membersupport@connectmortgages.co.uk