Intermediary Sales and Support Team

0345 241 3597

Lines are open between 9.00am - 5.00pm on Monday to Friday.

Delivering Service Together

Our top tips on case submission helping to reduce the contact points between us.

Our useful hints and tips

Submitting new business

For registered brokers to submit new business and manage any existing cases submitted through our portal. Including uploading documents and downloading offers.

New business login

Useful tip: To ensure that we process your case efficiently, upload the initial standard requirements at FMA submission and then any additional requests together against the relevant checklist item.

Administrator case tracker

For administrators to track case progress and upload documents. Offer documents cannot be downloaded from this hub, these can only be downloaded from our main portal using the registered user login.

Case tracker login

Useful tip: To ensure that we process your case efficiently, upload the initial standard requirements at FMA submission and then any additional requests together against the relevant checklist item.

Latest News

 Product Update Effective 19/11/20

Product Update Effective 19/11/20

More Details

Our Mortgages


Residential Purchase



Residential Remortgage



Interest only



Help to Buy



Shared ownership



Assisted Mortgage



Self and Custom Build

Service Standards - as of 23/11/2020

Application submitted date to offer
24.15 days
Initial review of new applications and physical valuations requested
48 hours (currently)
Reviewing supporting documentation
48 hours (currently)
Call wait time (based on previous working day)
78 seconds

Frequently asked questions

How long is a Decision in Principle (DIP) valid for?
A Decision in Principle (DIP) is valid for 90 days.

How long is a Mortgage Offer valid for?
An offer will be valid for six months from the date the offer is issued. It will be automatically withdrawn after six months unless the Society agrees to extend the offer period.

What are your requirements for a Deed of Consent?
If a Deed of Consent is required, independent legal advice may be required, for which there may be a charge.

When will the applicant’s first mortgage payment be taken?
The applicant will receive a letter from the West Brom giving details of the first and subsequent mortgage payment. The first payment is usually one month following completion.

Am I able to port my client’s mortgage?
Our products are portable; however this cannot currently be arranged through our intermediary channel.


View all FAQs


A 5 star service

The Financial Adviser Service Awards are a recognised benchmark for service standards within the industry and highlight the importance of high quality service between mortgage lenders and their intermediary partners.

That's why, achieving the 5 star award for the third year in a row is tremendously pleasing for all involved.



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We are always keen to hear your feedback whether suggestions, comments or compliments.


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