To change your MSO password, click ‘Forgotten Password’ on the log in screen and follow the instructions.

It’s really simple to update your personal information. Just log in as normal and click your name in the top right corner of the screen. Select ‘Your details’ and then at the bottom of the next screen you’ll see edit options. If you need to change information that is un-editable, please give us a call.

You won’t be able to change these once you’ve registered. Please make sure you select suitable questions and answers when you register.

All residential and Buy to let new business (excluding existing Coventry and/or Godiva customers), must be submitted on our online application system (MSO). You can also submit like-for-like product transfers (excluding Portfolio landlords).

For any porting, further advance and transfer of equity applications please see the relevant website guidance pages.

You can select the following user roles depending on your activity:

Broker: This user can create, track and submit cases on MSO.

Administrator: This user can create and update cases on behalf of a broker. They’ll need to be nominated by the broker to do this.

Case viewer: This user can see all cases for their firm as view-only. 

Yes, they can. Administrators will need to be registered individually and can be assigned to individuals or a firm. Admins can submit an application on behalf of a broker. They can also upload documents and take back control of the case to make amendments.

Only one person can amend a case at any one time. If you need to access your case and it’s locked, please call us.

There's no need to certify each verified document. You'll tick a box when submitting business on MSO that confirms all documents sent are true copies of originals.

MSO will let you know what documents we require. However, if you believe you have further information that’s important for underwriting purposes you can still upload this for our underwriters to view.

No. If the application refers to an underwriter you can continue to submit a full mortgage application without waiting for the DIP decision. However, if you’re paying any fees upfront then they’ll need to be paid before you can submit.

Please note that a product is not secured until the full mortgage application has been submitted. 

If the DIP is declined immediately you can’t proceed to full application, however if it is declined with the option to remodel, you can amend the application and resubmit. 

For most changes you can simply use the ‘take back control’ button on MSO. There’ll be a drop-down list for you to choose the amendment that you’re looking to make.

There may be some instances where ‘take back control’ isn’t an option - in these instances please call us.

Certain amendments which aren’t possible are adding/removing an applicant and switching from a purchase to remortgage. These will need to be started from scratch, selecting a product from the current range. The copy case function isn’t available on MSO.

Product fees can be paid up front on submission of an application, or they can be added to the mortgage on completion should your client choose to. Product fees must fit within affordability however, and can’t exceed 95% LTV. If paying the fee up front, this must be paid before the system will allow you to submit the full mortgage application.

If the fee is refundable then the system will automatically refund the fee to the card it was paid on.

No, they don’t need to be declared. When submitting new business with us on MSO, pension contributions are calculated within the affordability as a derived figure.

Yes. When submitting a case on MSO, child benefit and child maintenance both need to be inputted as additional sources of income for affordability purposes (subject to lending criteria and acceptable proof of income).

If your client has failed affordability or the property has been down valued, the case will be suspended to allow you to make a change.

For MSO applications the offer period is 6 months from the date of the offer, not the date of the application. If you need to extend an offer the conveyancer must request an extension before the offer expires. If an extension is not requested/agreed prior to the offer expiry date then the application automatically cancels in MSO and cannot be reinstated. You’ll receive a reminder email prior to the offer expiry.

We’ll only consider an appeal once, where you’re able to provide new information to support the reason for us declining the case. Our appeals process can be found here. 

The product is only secured when the case is fully submitted. If you've selected a product and it’s withdrawn prior to you submitting the application, you'll have to select a new product.

Absolutely. When logged in, go to the ‘Case summary’ screen in the ‘Case information’ section. You’ll then see the ‘View all case documents’ icon. Simply select your required document and download it.

A case requirement will show if we require an accountant’s reference. You can then download this from the website and provide to your client’s accountant for completion.  We’ll no longer write directly to the accountant on MSO cases.

You’ll need to submit the following additional information:

• Estimated property value.
• Property address
• Type of property
• Construction of the property
• Number of bedrooms

You’ll need to fully complete the Buy to Let portfolio information. You can either complete the portfolio landlord spreadsheet and upload this to MSO, or enter the details directly onto MSO.

When submitting a case on MSO, one free valuation is included.