You can access C&G Caseflow by visiting www.cheltglos-intermediaries.co.uk and clicking ‘C&G Caseflow’ followed by the orange ‘Log-in’ button. For instant access click C&G Caseflow to log on with your username and password.

How do I register to use C&G Caseflow?

To enjoy the benefits of C&G Caseflow, you’ll need to be registered to do business with us. If you’re not registered, you can do so easily by completing the Intermediary Agreement Form.

If you’re an Appointed Representative, please check with your Principle Company as they may have already done this.

For any further assistance please call the Intermediary Technical Helpdesk on 0845 603 6082.

If you’re new to C&G Caseflow but have submitted cases to C&G in the past, you’ll need your C&G individual reference number. If you haven’t got this, contact your Business Development Manager.

If you’re new to using C&G, you can select your own reference number. However, if you’re part of a network or mortgage club and have an agency number, please use this as your C&G reference number.

I have changed my contact details. How do I let you know?

You can update your contact details in C&G Caseflow. Click on the the ‘My Profile’ area in the top right-hand corner of the screen. Once in ‘My Profile’ select ‘registration details’ and enter your new contact details. Once you’re happy with the changes click the blue ‘Submit’ button at the bottom of the page.

For any further assistance please call the Intermediary Technical Helpdesk on 0845 603 6082

What application types can be submitted on C&G Caseflow?

The following types of applications can be submitted for processing on C&G Caseflow:

House purchase
Remortgages
Guarantor applications
Unencumbered

Buy-to-let and Expatriate cases can also be done on Caseflow as long as they are for one of the previously mentioned types of application.

What application types can’t be submitted on C&G Caseflow and where should I send these to?

The following types of mortgage application should not be submitted via C&G Caseflow:

Offset mortgages
Ported products
Further borrowing
Customers with foreign bank accounts

To submit a case for one of these application types, use our Mortgage Decision In Principle and Application Form. To submit a Further Advance you will need to download a Homeowner Loan Application form. To obtain a KFI for all of these applications you will need to use a KFI request form.

How do I submit a Decision in Principle (DIP)?

Select ‘New DIP’.
Complete the basic details for Applicant 1 and then select ‘Add applicant to case'. The details will then be transferred to the box below the questions. Repeat for each applicant up to a maximum of four. Please note: Always take care to ensure you have used the correct upper or lower case when entering customer names and addresses.
When completing the income section for employed applicants please state whether or not they receive an income. If they do then add a new line for each type of income they receive. Please include all income to ensure a correct decision is returned.
Complete all personal details and the loan details section. The left-hand navigation bar will confirm whether fields have been completed by showing a green box with a white tick in it. Please ensure that any joint outstanding commitments are input into Applicant 1’s details only.
Once you have completed all sections, select ‘Submit DIP’ and a result will be instantly returned.
If the case is approved then you can proceed with submitting the Full Mortgage Application (FMA).
If the case is declined then the application has not been automatically accepted by our system. This could be for a number of reasons and you may be given the option to appeal the decision. If you appeal the case, the result will be reviewed. The system will be updated with a further decision or we will contact you. Please allow sufficient time after submitting your appeal before chasing a result as appeals will often have to be referred to other departments.
If the case shows ‘Decision under Review’ then the case will be reviewed and the decision will be updated. As for declines, please allow time for the case to be fully reviewed before chasing.

How do I submit a Key Facts Illustration (KFI)?

Select ‘new KFI’ and complete all fields.
Select ‘submit KFI’.
The KFI results screen will appear confirming that the KFI has been calculated.
Select the ‘view KFI’ button to download the KFI and print or save it. If you have trouble viewing the document, try refreshing the page.

How do I submit a Full Mortgage Application (FMA)?

After receiving an approved DIP you can then submit the rest of the application. On the application summary screen, under ‘Full mortgage application’ select the orange edit option – this will take you into the FMA.
Once you have fully completed the FMA you can then select ‘Submit FMA’.
If any sections have not been completed you’ll need to go back and complete these before the decision is given. These will be highlighted by showing either orange or grey boxes on the left-hand navigation panel.
After submitting the FMA you’ll be asked to provide any documentation that is required for the application. Please make a note of this and then select ‘continue’.
This will then ask for payment details if any fees are payable or will automatically pass the case to our processing team.
To ensure that the case has been passed to processing, check the status on the ‘application summary’ screen. The status will change to ‘passed to processing’ if you have submitted the case successfully.
Any documentation required such as payslips and signed Direct Debit Mandates should be faxed to our processing centre. This must be sent using the Intermediary Fax Cover Sheet.

How do I print a Direct Debit Mandate?

Pre-populated and blank Direct Debit Mandates can be printed using C&G Caseflow. Simply complete the necessary details on the Direct Debit screen and press 'Print' at the bottom of the page. Alternatively, when in a case, press the 'Print' button at the top of the page and select the appropriate link. Please ensure that in all cases a signed Direct Debit Mandate is faxed using the Intermediary Fax Cover Sheet.

How do I request a Level 2 or Level 3 Survey?

To request a Level 2 or Level 3 Survey, tick Yes for the ‘Level 2 of Level 3 Survey’ option on the bottom of the ‘Property Details’ screen when submitting the Full Mortgage Application and complete the Level 2 & Level 3 Survey Form. Ensure the form is signed and send it enclosing a cheque (payable to Cheltenham & Gloucester plc re [insert your client's name]) to:

Image Processing - Barnwood Central

Cheltenham & Gloucester plc

Chief Office

Barnett Way

Barnwood

Gloucester

GL4 3RL

What supporting documents do I need to send and where should I send it?

Once you have submitted your client’s case, C&G Caseflow will tell you the supporting documents we need. These outstanding items should be faxed to the Intermediary Processing Team – Barnwood on 0845 600 2367 using a completed Intermediary Fax Cover Sheet. To help us match the fax to your client’s case, please complete all sections of the cover sheet, but particularly ensure your client’s surname and correspondence postcode is completed.

Is there a process I need to follow for submitting documents by fax?

Documentation should be faxed to the Intermediary Processing Team – Barnwood on 0845 600 2367 using a completed Intermediary Fax Cover Sheet. To help us match the fax to your client’s case, please complete all sections of the cover sheet, but particularly ensure your client’s surname and correspondence postcode is completed.

I have noticed on Caseflow that sometimes a case has been referred. Why is this?

This could be for a number of reasons, for instance the case may fall outside normal lending criteria, documentation may be missing or the case may have been randomly selected for internal quality checking purposes.

A system issue is preventing me printing a KFI, what can I do?

You can download a blank KFI from the C&G Intermediary website by clicking on Documents, then selecting KFI Application form from the Application Forms list. Print the blank KFI, complete it by hand, and fax it to us on 0845 600 2785. We’ll make sure this doesn’t delay the application.

How do I find out how a case is progressing?

The C&G Caseflow case tracking feature allows you to view a list of all your applications that have been processed on C&G Caseflow, along with their current status. You can view each case’s details and progress by selecting it and these details will be regularly updated. Case updates are also available by email or text message.

What do the status updates on C&G Caseflow mean?

Valuation instructed – An electronic instruction has been sent to a valuer and we expect a response within 3 working days.

Valuation outstanding – The electronic instruction has been accepted but we are yet to receive the valuation report. A diary system will notify us that we need to chase the valuer if the valuation report has not been received 3 working days after the instruction was sent.

Valuation accepted – The valuation report has been received, assessed and deemed acceptable under the lending criteria for C&G mortgages.

Valuation accepted with other documentation outstanding – The valuation report has been received, assessed and deemed acceptable under the lending criteria for C&G mortgages. However, we are still waiting for supporting documents requested when the case was approved.

Valuation and other documentation outstanding – We are awaiting both the valuation report and the supporting documents requested when the case was approved. A diary system will notify us that we need to chase these outstanding items when sufficient time has passed by which we would have expected to have received a response.

Valuation not accepted – The valuation report has been received, assessed and deemed unacceptable under the lending criteria for C&G mortgages. It will not be possible to proceed with this property as the purchase property.

Specialist report required – The valuers have requested that specialist reports are provided before determining whether the property is acceptable to lend against. This will be confirmed in a fax.

Specialist report accepted – The specialist report has been received, assessed and deemed acceptable under the lending criteria for C&G mortgages.

Specialist report not accepted – The specialist report has been received, assessed and deemed unacceptable under the lending criteria for C&G mortgages. It will not be possible to proceed with this property as the purchase property.

Information outstanding – We are still waiting for supporting documents requested when the case was approved.

Lending authorised and sent to MP – All documentation has been received. Your client’s application has been agreed and an offer should be sent within 3 working days.

Offer issued – An offer has been dispatched to your client(s), the solicitors and yourself.

Revised offer issued – A revised offer has been dispatched to your client(s), the solicitors and yourself.

Completion date pending – We’re waiting for your client’s solicitors to confirm a completion date.

Completion date set – This is the last update on C&G Caseflow. Your client’s solicitors have confirmed the date they aim to complete. To confirm the exact date you should contact your client(s) or their solicitors.

When will my case be processed and who can I call for an update on the application?

Once cases have been started, 90% of them will be actioned within 24 hours. However, please allow 72 hours before looking for updates not shown on the system. This turnaround time also applies after a valuation or when other documentation or information has been sent in.

For updates after the 72 hours have elapsed, please call your Regional Processing Team. They will be able to take full details of the application and confirm the current status.

How do I enter a main residence application with self-funding buy-to-let properties in the background?

First please refer to our lending policy to see if your case fits criteria. If it meets this criteria you will not need to include rental income on the income page of the application, but you must follow steps 2, 3 and 4 which are detailed below. If your case doesn't meet this criteria please follow all the steps which are detailed below:

You must include all rental income against Applicant 1 on the occupation page under the income section by clicking ‘add income’ and selecting ‘rental income from other properties’. In the case of joint applications, enter zero for Applicant 2.
On the outstanding balances’ page, you must include any outstanding mortgages for the buy-to-let properties, together with any existing mortgage on a main residence.
On the ‘product details’ page, in answer to the question ‘discount special scheme details’, select ‘other/self funding BTL’. A free format box will appear and you should enter details of the self-funding buy-to-let properties in the background.
Please ensure you also complete and send us the 'Additional Mortgages' form.

How do I expire a case on C&G Caseflow?

If a case is not proceeding, you can expire the case by clicking ‘expire case’ at the bottom of the case summary page.

Please ensure that you send a fax using the fax cover sheet to 0845 600 2367 confirming the case number and confirmation of why you no longer wish to the case to proceed.

For further guidance please refer to our ‘Caseflow – the basics’ user guide.

How do I appeal a case that has been declined?

Firstly you should check the details you’ve entered are correct. We receive lots of appeals on credit score and affordability declines which are unlikely to be overturned unless there’s been a data entry error. This is because the initial C&G Caseflow decision will be correct. Should you wish to appeal a declined case, we would ask that in the first instance you do the following:

Decline reason: “Due to credit score”

Firstly, check the data has been entered correctly, if not then ‘edit’ the case and resubmit – do not appeal. If all information was entered correctly, the credit score decision will not be overturned.

Decline reason: “The income is insufficient to support the mortgage amount”

Firstly, check that the data, especially income, has been entered correctly, if not then ‘edit’ the case and resubmit – do not appeal.

Appeals process

If the details are correct, and you decide to proceed with an appeal as there are additional financial factors you’ve not been able to enter as income in C&G Caseflow, please only do this from within the case summary screen.

Three simple steps:

When the decision for declined cases is received you should click exit (top right hand side) and this will return you to the case summary screen. The benefit of making the appeal from the case summary screen is you have more room to complete your explanation.
On the case summary screen select ‘appeal’ and complete the reason for appeal in the section provided and then click ‘continue’.
Your appeal will be considered and the decision confirmed on C&G Caseflow. If the case is declined, details will be faxed to you – please ensure your fax number is correctly recorded in ‘my profile’ to ensure you receive a prompt response.

Remember: you will need to clearly identify the additional financial factors that you’ve not been able to enter as income in C&G Caseflow that demonstrates your client(s) can afford this loan.

By following these guidelines you’ll help us to ensure we’re dealing with all your applications as quickly as possible and avoid appealing decisions that will not be overturned.

How do I appeal a valuation of my client’s property?

Click valuation review for details of the criteria and process in which to appeal a valuation of your client’s property.

I have a problem using C&G Caseflow, who can help me?

If you’ve any technical questions about C&G Caseflow, please call the C&G Caseflow Technical Helpdesk on 0845 603 6082.

FAQs

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