Will your products be on your website?
Our lowest rates will be published on our website. For the customer's personalised rates, please visit our Product Transfer page and use our product look up tool.
All mortgage products are subject to availability and can be withdrawn at any time.
What do you mean by personalised rates?
Retaining our existing customers continues to be a core focus for us. We've refreshed our products, and the pricing is now tailored using a range of loan considerations that follow our established lending credit model.
My customer's quote is not available, can I get a copy?
Product quotes are only issued in Precise mailing packs.
Kent Reliance brokers can access our online lookup tool or call our Mortgage Retentions Co-ordinators on 01489 667101.
How long are the products valid for?
All mortgage products are subject to availability and can be withdrawn at any time.
Are there any better products?
Rates are personalised to each account and are the only ones available.
What determines the rates available to my customer?
Our product transfer rates are tailored to individual mortgage accounts and may vary based on a range of account-specific commercial considerations.
Why might different customers receive different product options?
Our products are offered at an account level so the rates may differ.
Why has my customer received different rates on their other account?
Our products are offered at an account level.
How can I apply for a product transfer on behalf of my customer?
Step 1: Ensure you’re registered to submit a product transfer application
Step 2: Submit customer authority
Step 3: Submit application by emailing brokertransfers@osb.co.uk
When does my customer need to apply for a product transfer?
To avoid any early repayment charges, the customer can apply for a transfer three months prior to expiry of their product. At this stage, they can check eligible products on the personalised look up tool or contact us on 01489 667101 to check rates and discuss options.
If they apply outside of this period, ERCs may be payable.
When will my customer know when their fixed rate expires?
We'll write to your customer approximately three months before their current product is due to expire, providing information on product transfer options and key dates.
If their product has already expired and they wish to apply for a Product Transfer, please contact us on 03456 717274.
The Mortgage Retention Coordinator will attempt to contact the submitting broker approximately three months before the customer’s product expiry to discuss available options and next steps. If brokers would prefer to explore the process sooner or have any questions, they are welcome to contact the team directly on 01489 667101.
If my customer switches to a new product when will it take effect?
If the customer is applying for a product transfer to coincide with the expiry of an existing product, you'll need to ensure the Acceptance of Offer Form is returned to us at least five working days before the end of the month in which the existing product expires. This will allow us adequate time to process the product transfer.
If the customer is applying for a product transfer which does not coincide with the expiry of an existing product (i.e. because the existing product has already expired or the existing product is not due to expire within the next three months) you need to ensure that the Acceptance of Offer Form is returned to us at least five working days before the end of the current month.
Depending on the type of account, new product and interest rate will be effective from either the last day of the month or the first day of the following month. Updated mortgage payments will begin on the payment date which follows the product switch taking effect.
If we do not receive the completed Acceptance of Offer Form within the above timescale, the customer’s mortgage will revert to the interest rate which was confirmed in their original Mortgage Offer.
If you apply for a product transfer more than three months before the expiry of an existing product, then early repayment charges may be payable.
Are there any costs when I switch to a new product?
Only if the customer selects a product with a fee. The customer can pay the fee upfront or add this to their loan.
My customer has made a part/capital repayment and is asking for a different rate.
Reach out to your BDM for guidance.
Can I still use the broker portal?
As part of ongoing improvements to our products and services, the customer portal is no longer available.
Please submit your application by emailing brokertransfers@osb.co.uk.
Please note, we are not authorised to provide advice.
Are there any changes to the submission routes/distribution partners?
No changes have been made to distribution partners/submission routes and registration processes.
Are there any changes to procuration?
No changes have been made to procuration fee payment rates, payment run dates or methods of payment.