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MSO FAQs

You will find answers to all the most common questions here.

Just click on the relevent topic area and you'll find the guidance you need.

Registration
Logging into MSO
Submitting an application through MSO
Updating cases in MSO
Providing additional information or obtaining an update on your case
Fees and refunds
Products
Valuations

 

Registration

How do I add a new Lending Partner?

Please contact our and they will be able to add this for you.

Can my Administrator register or submit cases on my behalf?

Yes they can. Any case that your administrator submits will show in your own portal and you'll receive case updates. As long as you have your administrator linked directly to you and they've registered. You can link administrators and manage them directly within your online profile. If you'd like it setting at Firm level, contact us.

Can I use a generic email address when I register?

You can use a Hotmail or Gmail address rather that an email address linked to your firm. But we'll have to verify this so your registration could take longer to process.

Can I add additional administrators after I have registered?

You can add as many as you like, as long as they've active registrations.

You can either choose for all administrators to be linked or you can choose which administrators you'd like. This is managed at either Firm level or you can manage them directly within your online profile.

If you are having any issues adding your administrators, the please contact us.

What if one of the Administrators linked to my profile leaves?

Please remove any administrators that are no longer applicable and contact your sales team to make them aware of the update.

I have changed my address, how do I let you know?

If you email accord_sales@accordmortgages.com, we'll get this amended for you.

I have changed my email address, how do I let you know the new one?

If you email accord_sales@accordmortgages.com, we'll get this amended for you. Alternatively you can amend your email through your online portal.

 

Logging into MSO

How Do I log into MSO

  • Have you completed your registration?
    If you haven't, then please follow the link on the previously provided email which will allow you to finish setting up your registration. Once you've completed this, you'll be able to log in and submit business immediately.
  • To login:
    Click the login button at the top right side of the page. Login allows new business for residential & BTL only.

I have forgotten my password/or username?

You can select “forgotten password" or “forgotten my username” from the Intermediary login page and we'll send you a link to reset your details.

I can't log into my MSO online Portal

If you have completed your registration, your username and password details are correct and you are still experiencing issues please contact us.

I have been locked out of my account, how get can get my access again?

If you contact us we'll be able to help you unlock your account.

 

Submitting an application on MSO

What types of applications can I submit via MSO?

You can submit New Residential & BTL business cases through MSO. You can’t submit Product transfers for existing residential & BTL customers and porting cases. These need to be submitted via our other online applications systems.

Can I amend an application if I have requested the wrong application type?

Unfortunately, once you've selected the type of mortgage (purchase or remortgage) and started the DIP you're unable to amend these details. You will need to start a brand new application. But, you can amend if it’s a standard, concessionary or help to buy mortgage.

Can I use day rate income for a contractor in MSO?

Yes you can. You need to select the applicant as Employed and then select Fixed Term Contract. It will then allow you to enter a day rate income.

When do I need to provide Ground rent or Service charges?

This information is required at the DIP stage.

 

Updating cases in MSO

Can I remove or add applicants once a DIP has been submitted?

Once you've entered the applicant's information you're unable to add or remove someone from the application.

Can I amend the DIP if I have submitted the full application?

You are able to take back control of the case even if you have fully submitted the application. You can take the case back to any one of the following four points of the application;

Change of security property
This option should only be used to change the security property. As part of your updates you'll get a new credit decision. You'll also need to revisit the product selection section and resubmit the case. There may be additional fees depending on the changes made.

Change of product
You won't be able to change the security property or valuation details. Also, there may be additional fees depending on the changes made.

Update to decision in principal data
You won't be able to change the security property or valuation details. Once you've made your updates, you'll need to get a new credit decision. There may be additional fees depending on the changes made.

Update to full mortgage application data
You won't be able to change the security property or valuation details.

When you click into the case, there will be an option to take back control of the case. If you are struggling, you can call your dedicated underwriting team on 0345 166 9208.

Can I obtain a DIP certificate?

Yes, this will be stored in Case Documents once you have fully submitted a DIP.

The DIP Certificate will confirm that we can lend the applicant what they have asked for, but also provide an additional certificate to state max borrowing amount. However, this is based on a stress test of 5 year products so will be reduced if a 2 year product is selected.

Can I supply solicitors details after I have submitted the full application?

You need to provide solicitors details before you submit the full application. The solictors must be on our panel. You can check this on our website.

Solicitors can be updated and changed post submission, by taking back control of the case or contacting your dedicated underwriter directly on 0345 166 9208.

Can I continue a saved mortgaged application?

Yes, all you need to do is click back into the application and continue from where you left off. All previous details that have been entered will have been saved.

How can I return to an existing mortgage application?

As long as the application is not locked by your underwriting team, you can take the case back to any one of the following four stages of the application;

Change of security property
This option should only be used to change the security property. As part of your updates you'll get a new credit decision. You'll also need to revisit the product selection section and resubmit the case. There may be additional fees depending on the changes made.

Change of product
You won't be able to change the security property or valuation details. Also, there may be additional fees depending on the changes made.

Update to decision in principal data
You won't be able to change the security property or valuation details. Once you've made your updates, you'll need to get a new credit decision. There may be additional fees depending on the changes made.

Update to full mortgage application data
You won't be able to change the security property or valuation details.

When you click into the case, there will be an option to take back control of the case. If you're struggling, you can call your dedicated underwriting team on 0345 166 9208.

How do I do use additional income for a Top Slicing case?

On the loan requirement page, you need to select the option to use Top Slicing (additional income). Please make sure you complete if the applicant has any additional outgoings or dependants as this will be factored in. Please follow this link to check criteria & affordability using the online calculator

 

Providing additional information or obtaining an update on your case

Who do I contact for a case update?

You can get updates, along with case tracking timelines, through your online profile. Alternatively if your case has been assigned to your dedicated underwriting team, you can call to them directly on 0345 166 9208.

Can I reply back to an Underwriter on the MSO portal?

No, unfortunately this is not a function that MSO offers. You'll need to speak to your dedicated underwriting team on 0345 166 9208.

How do I provide relevant documents for the application?

You can add documents throughout the application process.

MSO will create a list of documents that are required when you submit the initial DIP, at the bottom of the list is an "Attach Documents" option. You need to select this, then attach and submit the documents requested.

If you are experiencing any issues, please contact us.

How do I provide additional information that hasn’t been covered within the application?

You can contact us. We'll update the case on your behalf. Alternatively if your case has been assigned to your dedicated underwriting team, call them on 0345 166 9208 and they'll make any updates you need.

How do I know an offer has been issued?

You'll be able to see if the case has been offered on the case tracking timeline. The offer will be available in the case documents. We'll also email you to confirm the case has been offered.

When the case completes will the customer's account number change?

When the case goes live your clients will be provided with a new mortgage account number. Both the application number and the new mortgage account number will be linked so you can access the case using either number.

 

Fees and refunds

What stage are fees payable during the applications?

You need to pay all fees before submission. The only fee you can add to the loan is the product fee.

How are refunds handled?

Refunds are automatically handled by MSO, if you have any queries regarding a refund that is due you can call your dedicated underwriting team on 0345 166 9208 to discuss this further.

 

Products

At what point is the product secured?

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

If your application is post submission, you can take back control of the case to amend this by selecting "change of product"

Can I select more than one product if I want the loan split into Interest Only and capital & repayment?

Products can be taken on a capital and interest, interest only or part and part basis. If you select two separate products, the amount of the loan on each product needs to achieve the product minimum loan size.

 

Valuations

How do I obtain a Home Buyers Survey?

MSO will allow you to upgrade the physical valuations before you submit the full application.

Is a transcript of a valuation for a Scottish property acceptable?

We do not accept a transcript for BTLs in Scotland, a physical valuation is required.

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