Intermediary Sales and Support Team

0345 241 3597

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

Important information – Case updates: Our broker portal and administrator case tracker should be used to gain the most up to date information. We will update application progress, including confirming when we have sent the valuation instruction to our panel managers and also once received.

Although we are working to the SLAs detailed below, due to the current high volume of applications and calls we are receiving, we would ask that where possible you avoid calling us regarding case updates, including valuation bookings/progress in the first 15 working days following full mortgage application submission. The case tracking facilities listed above will have the most up to date information available.

Current Service Standards as of 08/08/2022:
Initial review of new applications and physical valuations instructed - 7 working days (currently)
Reviewing supporting documentation - 7 working days (currently)
Application submitted date to offer - 23.08 working days
Call wait time (based on previous working day) - 63 seconds

We appreciate your patience during this busy period.

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, track case progress and manage 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 Updates Effective 09/08/2022

Product Updates Effective 09/08/2022

More Details

Current Service Standards - as of 08/08/2022

Initial review of new applications and physical valuations instructed
7 working days (currently)
Reviewing supporting documentation
7 working days (currently)
Application submitted date to offer
23.08 working days
Call wait time (based on previous working day)
63 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 original offer is issued. It will be automatically withdrawn after six months (the original date also applies to any revised offers) 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 fourth year in a row is tremendously pleasing for all involved.



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