Frequently asked questions
Why has my access been blocked - and how do I unblock it? >>
I've forgotten my password, what do I do? >>
I've been 'timed-out' – why? >>
How do I sign up for your secure mail service? >>
How do I get an update on the progress of my case? >>
How do I amend the property details after the application has been submitted? >>
How do I amend a case that has already been offered? >>
How do I arrange payment of mortgage fees? >>
How do I produce an Agreement In Principle (AIP)? >>
I've typed my login details in but have been re-directed to a temporarily out of action page? >>
How do I print a copy of the application? >>
Why have I been told to call you part way through the AIP? >>
How do I produce a Key Facts Illustration (KFI)? >>
Why are you not processing my case?
I've logged in but nothing happens when I click on the left hand menu? >>
Why has my access been blocked - and how do I unblock it?
We will temporarily block access to the secure area of this site if you enter your password incorrectly three consecutive times.
If you login using a four digit Intermediary code please call the Intermediary Support Team who will re-set your password.
If you login using a six digit Intermediary code we will automatically send you a secure mail with a temporary password. When you login using this temporary password you will be able to change it to a password that you can remember, and that is personal to you.
I've forgotten my password, what do I do?
If you login using a four digit Intermediary code please call the Intermediary Support Team who will re-set your password.
If you login using a six digit Intermediary code and cannot remember your password, go to ‘Login’ and enter your six digit Intermediary code. You will then be able to click on an option, ‘Forgotten password’.
On the next screen, enter the email address you provided to us for general updates. We will then automatically send you a secure mail with a temporary password. When you login using this temporary password you will be able to change it to a password that you can remember, and that is personal to you.
I've been 'timed-out' – why?
If we don't detect any activity for thirty minutes after you've logged in we will automatically time-out your access. If this happens you will be shown a message on the screen asking you to login again.
How do I sign-up for your secure mail service?
To find out more about Coventry secure mail please read the secure mail service information.
How do I get an update on the progress of my case?
Login and go to the Case Tracking section to see the processing stage your case has reached. You will also be able to see what is outstanding or awaiting a response from you or your client, for example if we are waiting for proof of income or other documentation.
How do I amend the property details after the application has been submitted?
If the details of the property to be mortgaged change, you will need to re-submit the application, as we will need to re-assess the case.
How do I amend a case that has already been offered?
Provided the amendment is not to the property details (ie. you can only change the mortgage type, amount, purchase price or amend spelling errors), please email us at intermediaries@thecoventry.co.uk with the application number and the details of the amendment you require. We are usually able to re-offer the case within 72 hours of receipt of the amended details.
How do I arrange payment of mortgage fees?
When you submit the application form to us online we will ask you to enter the customer's debit or credit card details so that we can debit their account for the mortgage fees. If you are unable to do this when you submit the case please telephone our Intermediary Support Team on 0845 7573612 and provide the card details to be debited.
How do I produce an Agreement In Principle (AIP)?
Login, select the type of mortgage you want then click on AIP in the left hand menu.
By selecting the AIP option we will check the details of the applicant and their mortgage requirements against our own Lending policy before submitting it for a full online credit check.
I've typed my login details in but have been re-directed to a temporarily out of action page?
Please check that you have enabled cookies for www.coventrybuildingsociety.co.uk. You can find out more about this in the Technical Help section.
How do I print a copy of the application?
Login and go to Existing Cases. You'll be able to retrieve your case and if it has already been submitted print out a copy.
Why have I been told to call you part way through the AIP?
If the details of the applicant and their mortgage requirements do not meet our Lending Policy we will show you a screen asking you to call us. We will not carry out a full online credit score in this instance.
How do I produce a Key Facts Illustration (KFI)?
Login then select the type of mortgage you want then click on KFI on the left hand menu.
This will enable you to get a quick indication of the monthly cost of the mortgage as well as print a fully compliant KFI.
Production of a KFI is not an indication that we would be willing to lend on the case. In order to get an online lending decision you must select AIP. This will enable us to assess the details of the case against our Lending Policy and complete an online credit check.
Why are you not processing my case?
Booking and Valuation Fees (where applicable) are payable on application, and are non-refundable. Until these fees are received the application will not be processed. This means the product is not reserved and a valuation will not be instructed.
We will automatically cancel any applications received without the relevant fees after ten days. Where this happens you will need to re-submit the application and will have to select a new scheme if the previous one has closed. Any Booking and Valuation Fees that apply to the new scheme will be payable.
I've logged in but nothing happens when I click on a link on the left hand menu?
Please check that you have enabled active scripting and pop-ups. You can find out more about this in the Technical Help section.