Help and support information for intermediaries using our online service.
Online service help, support & FAQs
How do I register for the online service?
To register, click here and follow the instructions.
You will need to provide us with your details, along with the details of your company.
If you are an appointed representative, we will require the details of the network you are part of. We will also ask about any clubs you are a member of.
Once you have submitted your registration request, we will respond to you within 24 hours.
You will receive 2 emails. The first email will contain your username and the second will contain a link to create your password and memorable information.
Once you have completed this, you are ready to start using our online system.
Registration with Newbury Building Society’s online portal is usually automatic, and login details are sent instantly. However, in some cases, registrations may need to be manually approved by the Intermediary Helpdesk. This process is typically completed within 24 hour working hours of registration.
How to de-register
You can request to de-activate your account at any time.
If you want to stop using our online service or de-register, you will need to email us to request to de-activate your online account.
Can I park the illustration or application part way?
You cannot park an illustration part way through as the system doesn’t save the details until after an illustration is produced.
During the application process, you can park part way through by simply clicking ‘Save and exit’ on any screen.
When you go back into the application, you will see that the information has been saved and you can continue with the application and submission.
What information do I need to provide in order to get an illustration?
You will need to provide basic applicant details, income details, expenditure details and loan requirement details.
Can I produce an online DIP?
Yes, you can submit many types of applications online. However, there are some exceptions where we require a PDF version of the Decision in Principle (DIP) to be emailed instead.
For full details, please refer to the DIP and Submit page.
Can I make changes if I make a mistake?
If you make a mistake during the illustration process, you will need to create a new illustration based on the information you have already provided. You will then be able to alter the information during this process.
Can the online system be used for all application types?
The online system can be used to submit the following types of application:
Standard residential purchase or remortgage
Shared Ownership purchase or remortgage
Shared Equity purchase or remortgage
Buy to let purchase or remortgage
You are not able to submit the following types of application online; however, we can accept PDF applications via email for the following types of business:
Foreign currency or Ex-Pat (inlcuding Buy to Let)
Limited Company Buy to Let
Right to Buy
Bridging
Self-build purchase or remortgage
Porting or Further Advance
Applications with more than 2 applicants
If you wish to discuss any potential applications please contact our Intermediary Helpdesk on 01635 918000 or use our instant chat.
Can I make changes if I make a mistake?
If you make a mistake prior to submission, please use the blue 'back' arrow button, or blue 'next' button at the end of the page to amend.
If you make a mistake and realise after you have submitted the application you can either send a secure message or call the Underwriting team on 01635 555700.
Changes can be made up until the illustration is converted into a full mortgage application.
Can I move around in the application?
Please use the blue 'back' arrow button, or blue 'next' button at the end of each page to move through the sections.
What do I do if my case doesn't meet the online submission criteria?
If your case is for any types of business listed under 'offline applications' at DIP and Submit, you can submit via email using a PDF application form available on the Help and Support page here.
Can I amend the details on a Decision in Principle?
If you need to amend the details on an approved Decision in Principle, please click on 'Start a new DIP based on current one, in the Action Centre.
Does the system carry out an affordability check?
The system does not carry out an affordability check. We are working on upgrading the system in order for it to provide this service. You must check the customer would pass our affordability before submitting an application. You can do this by using our affordability calculator.
How do I complete the income and expenditure sections?
In the income and expenditure sections, you will need to add each source of income and each expenditure type separately by selecting after completing the type and amount etc.
The income types are split. Please complete the sections separately for employed income, self-employed income and other income such as pensions.
How do I attach secure documents?
If you want to upload supporting documents for the application, you can do this by selecting the ‘Upload documents’ button once you have selected the appropriate customer in your existing applications.
You will simply need to click on ‘document’ and find the document on your computer and click ‘Upload’. This will ensure your documents are sent to us securely. We can accept documents up to 10MB in size.
What happens next?
The next steps are detailed once you have submitted your application.
You will need to print the application form and get the applicants to sign the Direct Debit mandate and Declaration page.
We will require a copy of this to be uploaded along with the supporting documents.
How do I change my password?
If you want to change your password you can do this once you are logged into the online service by clicking on ‘My details’ and ‘Change password’.
What if I forget my password?
If you have forgotten your password, you will need to click ‘Forgotten password’ in the login screen after entering your username. You will be prompted to enter characters from your memorable information.
Once these have been entered you will receive an email to your registered email address within 24 hours which will enable you to reset your password.
If you have forgotten your memorable information, you will need to contact us on 01635 918000 to initiate a change to both the password and memorable information.
Can I change my username?
Your username cannot be changed. Make sure you keep this safe.
Why do I need memorable information?
Your memorable information acts as an extra piece of security information to keep your details – and your client’s – safe.
Will I be logged off automatically?
Yes, after 20 minutes of idle time you will be logged off automatically.
If you would like to discuss an application prior to submitting it, please call our Intermediary Helpdesk on 01635 918000.
For any applications you submit online, you will received an acknowledgement email within 48 hours which will confirm the name and contact details of the Underwriter dealing with the application and their administration assistant.
You can also contact the Underwriter from the online system by using the secure messaging service.