Information for solicitors

We want you to feel that doing business with us is simple. This section answers the most common questions we’re asked.

We’ve also teamed up with Legal Marketing Services (LMS) to help make things easier for you. Using Secure Link in their portal, you can send or receive documents and communicate with us online.

You must register to use Secure Link. Your firm doesn’t need to be on the LMS approved solicitor panel to use it.

Find out more

If your firm isn’t already on the LMS approved panel, you can also see if it can be added.

Apply now

How do I request a redemption statement?

You’ll need to request a redemption statement if:

  • A borrower is redeeming their mortgage in full
  • They’ve applied for a re-arrangement e.g. port, transfer of equity or
  • We need to switch a borrower from one mortgage account to another (forced re-arrangement).

You should request redemption statements through Secure Link. Just click on the button below.

We aim to deal with your request within three working days. You’ll get a notification in your Secure Link account when the statement is ready. We don’t send these documents by email or fax.

Log into Secure Link
 

What happens if I don’t want to register for Secure Link?

Don’t worry! You can still request a redemption statement with us online. We’ll send the redemption statement by post. Please allow another five working days for delivery.
 

Do I need a new redemption statement if the borrower’s mortgage balance has changed?

You should request a new redemption statement if you know the balance has changed. This could be because the borrower has made a monthly payment(s) or a part redemption etc.
 

What reference number should I use when I send the redemption funds?

Only use the mortgage account number as the payment reference. Anything else will cause the payment to be rejected and will lead to a delay.
 

How do I get a waiver form if you’re not charging an Early Repayment Charge (ERC)?

We’ll send an ERC Waiver form with the mortgage Offer. Please make sure the mortgage account number is marked clearly on the form. This helps to speed up the process and prevent any delay.

The process for release of charge and title deeds differs by jurisdiction:

England & Wales

Once the account has been redeemed, we’ll automatically release the charge within 21 working days of receiving the redemption funds.

If you’ve also asked for the title deeds, these will be released at the same time as the charge but could take four to six weeks.

Scotland

Once we have your written request and the account has been redeemed, please prepare and send us the discharge document for sealing.

We’ll send the sealed deeds within four to six weeks.

Northern Ireland

Once we have your written request and the account has been redeemed, we’ll send the title deeds within four to six weeks.

We’ll also include the sealed title deed. However if you have them prior to redemption of the mortgage, you’ll need to send them to us for sealing.

 

If you need a release of deeds for any other reason other than redemption, we’ll need a written request from a solicitor on our approved panel. We aim to deal with these requests within ten working days.

Please make sure your request confirms:

  • Full property address that you want the release of charge/title deeds for
  • Mortgage account number
  • All title numbers relating to the property
  • Original charge date.

We’re unable to release the charge and/or deeds at the Land Registry if any of these details are missing.

Send all requests to:

Email: mortgage.services@boi.com
DX: 98850 Bristol 2
Post: Mortgage Customer Services Department
Bank of Ireland
PO Box 3191
1 Temple Quay
Bristol
BS1 9HY

  • Why haven’t I had the redemption statement I’ve requested?

    We aim to deal with all requests within three working days. You’ll be able to access the statement using Secure Link if you requested it through the LMS portal. We’ll send it by post if you requested it using our website. Please allow another five working days before chasing.

    If you haven’t heard from us by then, it could be because:

    • Some of the borrower details are missing or incorrect.
    • Our records don’t match as the borrower has changed their name since they applied for their mortgage.

    We’ll let you know by Secure Link if our records are different to what you’ve told us, or by post if you used our website. You’ll need to submit a new request if there are any changes.

    What happens if the borrower has changed their name since their mortgage started?

    You’ll need to submit a new request using Secure Link or online in the borrower’s previous name(s). Or, they can let us know their new name by sending us a change of name form. We won’t be able to arrange redemption until we have the form and our system has been updated.

  • Why haven’t I had an ERC waiver form?

    Email us at rearrangements@boi.com with ERC Waiver form request in the subject box. We’ll aim to email you a new form within three working days.

  • Why haven’t you released the charge yet?

    Please read release of charge and title deeds for more information.

  • Why are there multiple title numbers for the property?
    We may have released the charge on one title number and there are multiple title numbers relating to a property. Please include all the property title numbers in your request. If you miss any, you’ll need to send a request for the additional title numbers. If you included all the title numbers and we haven’t released the charge on all, please call us on 0345 300 8000*.

    You will need to return title deeds or discharge documents for sealing in Scotland and Northern Ireland. Further details are available in the release of charge and title deeds section.

  • Why haven’t I had the borrower’s title deeds?

    Please read release of charge and title deeds for more information. If you’ve been waiting for the title deeds longer than six weeks, please call us on 0345 300 8000*.

* To call using text Relay, dial 18001 0345 300 8000 using a textphone or the Relay UK app. 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.