MSO faqs

Register/Logging in to MSO

Do I need to register on both systems?

If you’re registering with us for the first time you will need to register on both systems to be able to submit and manage new business and product transfers. If you’re already registered with us for new business you’ll need to register on our MSO platform to be able to submit and manage like-for-like product transfers.

How do I register?

Companies

Go to the registration page on our website. For new business you’ll need to complete our company panel application form. For like-for-like product transfers simply follow the instructions.

Individuals

To submit new business we’ll need a broker panel application located on the registration page. You can email this in with your company panel application to intermediaries@thecoventry.co.uk To register for like-for-like product transfers simply go to the registration page and follow the instructions. 

I’m already registered – do I need to register again, and will my current details remain active?

Yes, to be able to submit and manage like-for-like product transfers you will need to register for our new MSO system.

Your existing log in credentials for all other business will remain the same.

What are the different user roles available within MSO?

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. 

How can I reset my password?

For product transfers on our MSO system, please click ‘Forgotten Password’ on the log in screen and follow the instructions.

For new business click on 'Reset your password' located on the login screen and follow the instructions. 

How do I change my personal/contact details in MSO?

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.

Can I change my Username or memorable questions after registration?

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

Product transfers

Can my admin support team check the progress of my applications and submit like-for-like product transfers on my behalf?

Yes, they can. Administrators will need to be registered individually and can be assigned to individuals or a firm. This is for like-for-like product transfers only and excludes contract variations. 

How are product fees paid for like-for-like product transfers?

Product fees are submitted through MSO during the application process, which means your client no longer has to ring us to pay the fee. 

Have you made changes to how you pay proc fees?

No, procuration fees will still continue to be paid through your chosen payment route. 

When will my like-for-like product transfer proc fee be paid?

Proc fees will be paid on the second Tuesday after the transfer takes place through your chosen payment route. 

Can I reprint my client’s Offer/ESIS through MSO?

Absolutely. Once 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. 

Can I cancel or change a like-for-like product transfer?

Yes you can. If your client has already paid fees up front then please call Intermediary Support on 0800 121 7788. We’ll cancel the application and, if necessary, arrange for any fees to be repaid. If there are no fees then please submit a new application which will supersede the original case.

I want to process the product transfer now but it doesn’t fit the LTV. In a couple of months it will due to the additional monthly payments made. What are my options?

You’ll need to wait until the Loan to Value (LTV) is at the required level in order to select the best product for your client. 

Valuation

I would like to challenge the valuation, can I do this on the system?

This is something that isn’t available right now so if your client would like to challenge the valuation please give us a call on 0800 121 7788 and select option 4.

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Registration and logging in

How do I register?

To register for MSO simply go to the registration page and follow the instructions.

Do I need to register on both systems?

If you’re submitting residential new business (including an Offset, Interest-only and new build), Buy to Let new business or a like-for-like product transfer, you only need to register on our MSO platform.

If you’re looking to submit any other business you’ll need to register for Coventry for intermediaries.

How can I reset my password?

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

How do I change my contact details in MSO?

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.

Can I change my username or memorable questions after registration?

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

General MSO information

What types of applications can I submit on MSO?

Residential new business (including Offset, interest-only and new build), as well as all Buy to Let new business can be submitted on MSO*. You can also submit like-for-like product transfers.

Where an applicant is a daily rate contractor, they are aged 56 or over and/or are borrowing into retirement, cases must continue to be submitted on our Coventry for intermediaries platform.

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

*Excluding when any client is borrowing into retirement and/or aged 56 or over or is a daily rate contractor.

What are the different user roles available within MSO?

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. 

Can my admin support team check the progress of my applications and submit cases on my behalf?

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.

What if my case has been locked?

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.

Have you made changes to how you pay proc fees?

No, proc fees will still continue to be paid through your chosen payment route. You can select this during your MSO application.

When will my proc fee be paid?

Proc fees will be paid on the second Tuesday after the transfer takes place through your chosen payment route. 

New business

Do I need to verify each individual document?

There’s no need to verify each document. You’ll tick a box when submitting business on MSO that confirms all documents sent are true copies.

How do I provide additional documents?

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.

Do I need to wait for a Decision in Principle before submitting a full mortgage application?

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. 

Can I amend the case after I have submitted it?

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.

When does the product fee need to be paid?

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.

What happens if I wish to cancel my application and I’ve paid a fee up front?

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

Do I need to add pension contributions as a commitment?

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.

Do I need to add child benefit and child maintenance as other sources of income?

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).

What if my case has been suspended?

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.

How long is my clients’ offer valid for and how do I extend it?

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.

Can I appeal the DIP decision or a fully submitted case?

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

At what point is the product secured?

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.

Can I reprint my client’s offer/ESIS through MSO?

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.

How do we request an accountant’s reference via MSO?

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.

What do I need to supply if I see the ‘Evidence of repayment plan (second property)’ case requirement?

You’ll need to submit the following additional information:

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

Portfolio landlords

How do I upload detail of my client’s portfolio?

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.

Valuations

What valuation is included?

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