Practical help managing your mortgage

What is Third Party Authority?

You may want someone to talk to us about your mortgage for you. This could be a family member, friend, charity or a professional person. You’ll need to give us permission to speak to them, which is known as granting third party authority (TPA). The person you choose can only get information about your account and help manage your mortgage, such as making payments.

How do I give someone TPA?

Once you’ve decided who you want to help you manage your mortgage, you can let us know:

1. Online – Log in to your hub and complete the online TPA form. You’ll find this by clicking on your name at the top of the page, then on the Change contact details button.
2. By post – Download and complete the TPA form and send it to:

   Bank of Ireland
   Mortgage Services
   PO Box 3191
   Bristol
   BS1 9HY

   If you don’t have a printer, you can ask us to send you a copy

3. By phone – Call us on 0345 300 8000* and give us your consent.

We’ll need everyone named on the mortgage to agree to adding a third party. Once we’ve received the form, we’ll get in touch with them.

You’ll need a Power of Attorney if you want to give someone permission to make changes to your mortgage.

* To call using text Relay, dial 18001 0345 300 8000 using a textphone or the Relay UK app. All calls are recorded for training and monitoring purposes. Lines are open 9am – 5pm Monday to Friday. We’re closed on Bank Holidays. 03 calls cost no more than calls to geographic numbers (01 or 02). Calls from landlines and mobiles are included in free call packages.

A power of attorney (POA) is a legal document between you and someone you trust who can make decisions on your behalf. This could be put in place in case you’re no longer able to make decisions yourself, or for example, you’re going into hospital and need someone to deal with your finances.

How do I set up a POA?

The rules for applying for a POA depends on where you live. Select your country to find out more:

• England and Wales
• Scotland
• Northern Ireland

What documents do I need to send you?

Once you’ve registered your POA with the Office of the Public Guardian, please send us either:

• The digital access code if the POA was set up online. You can send us the code by message from your hub, email us at mortgage.services@boi.com or call us on 0345 300 8000*
• The original or certified copy of the POA certificate. Please post this to Bank of Ireland, PO Box 3191, Bristol, BS1 9HY.

The person who’s granted POA must send us:

• An original or certified copy of proof of their identity and address
• Confirm if they’re paying the mortgage on your behalf, so we can ask them some other questions.

• What proof of ID do you accept and how are they certified?

  Proof of identity

  Proof of current address

  Full UK/EU passport – not more than 10 years old Old style UK driving licence – not more than 51 years old Full or provisional driving licence – not more than 10 years old Disabled persons card with photo & reference – not more than 10 years old Pension/Allowance/Benefit book – must show full name, be valid and in date Shotgun/Firearm certificate – must be valid and in date Tax coding notice – not more than 13 months old Northern Ireland voters card – not more than 10 years old

  Full UK/EU passport – not more than 10 years old Full or provisional driving licence – not more than 10 years old Utility bill. Acceptable bills are electricity, gas, water and phone, but not mobile phone bills – not more than 3 months old Council tax bill – not more than 13 months old Solicitor letter confirming completion – not more than 3 months old Credit card/Bank statement – not more than 3 months old Mortgage statement – not more than 13 months old

  Separate documents must be used for proof of ID and proof of address. The same document can’t be used for both.

  How does my POA send you their proof of ID and address?

  The proof of ID and address must be posted to us at Bank of Ireland, PO Box 3191, Bristol, BS1 9HY. Please make sure your mortgage account number is written on each document or use a post-it note.

  Will you return my documents?

  We don’t send certified copies back, but we’ll destroy them securely, so your POA details are kept safe. We recommend using recorded delivery if the originals are sent. We’ll return them this way too.

  How does my POA get their documents certified?

  The person certifying must:

  • Certify each document as shown below
  • Not be certifying their own or a close relative’s documents
  • Work in one of the professions listed.

  There may be a fee charged for this.
   

  What does the person certifying need to say?	Who can certify the documents?
  Make sure one of the following is written on the document: I certify this is a true copy of the original of which I have seen Certified copy of original, original document seen	Accountant Attorney Bank or building society official Barrister FCA registered broker or financial adviser Solicitor or licensed conveyancer Commissioner of Oaths Justice of the Peace
  It must also include:   Full name Their signature Contact phone number The date the document is certified Their business stamp if they have one, if not the Company name and address

  You can also use the document certification service at the Post Office. However, they won’t certify birth or marriage certificates.
  

* To call using text Relay, dial 18001 0345 300 8000 using a textphone or the Relay UK app. All calls are recorded for training and monitoring purposes. Lines are open 9am – 5pm Monday to Friday. We’re closed on Bank Holidays. 03 calls cost no more than calls to geographic numbers (01 or 02). Calls from landlines and mobiles are included in free call packages.

What ways can you support me?

Blind or partially sighted:

It’s possible to change the text size for webpages. Select the link for your browser:

• Chrome
• Firefox
• Safari – Mac or iPhone
• Edge – Windows 10 only
• Internet Explorer

We can send our documents in a range of formats, including:

• Braille
• Audio – on CD or digital format
• On any colour paper
• Large or giant print, or any font size and type
• Screen reader accessible documents.

Once you’ve told us your choice, we’ll aim to use this format for everything we send.

Deaf or hearing loss:

You can use Relay UK to contact us by calling 18001 0345 300 8000 from your Textphone or the Relay UK app. Visit Relay UK for more details about the services they offer.

Other ways to contact us:

Send us a secure message through your hub.

Take a look at our accessibility page for more details and our accessibility statement.

We know that managing your finances online isn’t always easy. Your hub is an online account where you can see your mortgage details, ask us anything using messaging or ‘Tools’ and switch to a new mortgage rate. It’s available whenever you need it.

We’ve put together some guides on how to get the most out of your hub:

• Register an account, create a password and log in
• Find details about your mortgage and manage your account
• Change your rate when the time comes.