Why is the Portal offline?
We have identified an error in the Digital Mortgages Portal that we use to do mortgage business with you. We’ve been working to investigate the error in full and test the most appropriate fixes – this work is ongoing.
What is the error?
In some cases, but not all, the error will have caused the APRC and/or APRC2 calculations to be incorrect in our ESIS and offer documents. It’s important that the documents are completely accurate.
What are you doing about it?
We’re doing everything we can to get the error fixed and get the Portal back up and running as soon as possible, but right now we’re unable to provide a definitive timeline. However, we are putting in technical fixes today that will allow us to start processing existing cases that are at FMA or offer stage.
What will happen to your products and rates?
As usual, we’re closely monitoring the competitive position of our current products but as we’re not certain when our Portal will be available again, we can’t guarantee products and pricing will remain unchanged. If you have customers that need to move swiftly, we suggest you source alternative options for them to consider.
If we do change our rates, we’ll hold open our current products for a limited time for customers with a valid DIP certificate, so you can progress their application. We’ll get in touch with you once the Portal is available to give you a timescale to submit your FMA by.
I’ve put cases with you, what does this mean for me and the customer?
Work is ongoing to establish exactly which customer cases are affected, and once we’ve done this, we’ll be in touch with both you and the customer to share more information and let you know next steps.
If you have an urgent exchange or completion date, or need information on a case that is in progress, please contact our Mortgage Processing team on the details below.
What about new business?
We’ve decided not to make our Portal available for new business until we’re absolutely confident our mortgage APRC calculations are correct. We understand this is frustrating and will update you as soon as we we can via email and through your network.
Finally, I understand that you may be waiting for a case to progress and that the availability of our Portal is vital to the work you do with customers. I’d like to personally apologise for the frustration and inconvenience this has caused. Thank you again for your continued patience.
Maria Harris
Director of Intermediary Lending
Contact details
For submitted cases, contact our Mortgage Processing team by email mortgageprocessing@digitalmortgages.net or call 0333 3990 055 and press option 1, Monday to Friday, from 9am to 5pm.
For new business queries, contact TBDM support by email support@digitalmortgages.net or call 0333 399 0055, Monday to Thursday, 9am to 6pm, Friday 9am to 5pm, or Saturday, from 9am to 1pm
