H.M. TREASURY HELP TO BUY: ISA Conveyancer Portal User Guide. July 2016

H.M. TREASURY HELP TO BUY: ISA Conveyancer Portal User Guide July 2016

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Contents Press ‘Ctrl + Click’ to select the relevant page

Help .................................................................................................................................................................................................................................. 6 Registration....................................................................................................................................................................................................................... 9 Portal Administration/User Roles ..................................................................................................................................................................................... 24 Submitting a Bonus Request ............................................................................................................................................................................................. 39 Returning a bonus ........................................................................................................................................................................................................... 50 Submitting Completion Documents.................................................................................................................................................................................. 56 ‘Contact Us’ Requests ...................................................................................................................................................................................................... 59

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Help

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Help to Buy: ISA From 23 May 2016 Conveyancers wishing to request a HtB: ISA Bonus will need to register with the Scheme Administrator via the relaunched Conveyancers Portal. Web Address: https://www.helptobuyportal.org.uk/ Once a Firm has registered, the portal facilitates: • Management and administration of firm users • Bonus request submission • Bonus status tracking • Return of a bonus • Scheme administrator contact and; • Property completion confirmation and title document submission

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Scheme Administrator

The Scheme Administrator of the Help to Buy: ISA Scheme is: UKAR Corporate Services Limited (UKARcs). Any queries about the operation of the Help to Buy: ISA Scheme can be made via the ‘Contact Us’ option on the Help to Buy: ISA Scheme.

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Help For full details of the scheme please refer to the Conveyancer Guidelines and the Scheme Rules which are available by clicking on the Help button.

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This document aims to provide guidance on using the Conveyancer portal only. Supported browsers: • Microsoft Internet Explorer 9+ • Microsoft Edge 12+ • Google Chrome 38+ • Mozilla Firefox 4+ • Apple Safari 5+ • Opera 27+ You will need to upgrade your browser to the current version. Supported Resolution: • minimum resolution of 1024 x 768 Tool tips To support you through using the portal there are a number of helpful hints and tips • (*) Indicates a mandatory field. • To identify what information is required in each of the fields, hover over the (*) and tool tips will appear. 7

Glossary “Portal Administrator” means the individual person within each branch of the Firm that has overall responsibility for maintaining the profile of that branch and the users within that branch – for registration details please see Page10, registration scenarios. “Bonus” means the bonus, is an amount calculated in accordance with the Scheme Rules, to be paid to the Client Account of an Eligible Conveyancer for a Help to Buy: ISA Holder who is, or will be, a First Time Buyer (as “First Time Buyer” is defined in the Scheme Rules). “Client Account” means an account of an Eligible Conveyancer kept with a bank or building society for holding client money, and which is operated by such Eligible Conveyancer in accordance with the regulations, rules or guidelines of its applicable regulator. “Closing Balance” means: (A)

the closing balance of a Help to Buy: ISA; or

(B) where the closing balance of a Help to Buy: ISA is zero, the balance of the Help to Buy: ISA immediately before the last withdrawal of remaining funds held in that Help to Buy: ISA, prior to the Help to Buy: ISA being closed, as shown in the Closing Documents for that Help to Buy: ISA. “Closing Documents” means the Closing Statement and any letter or other document provided with the Closing Statement by an ISA Manager, and containing the information and confirmations listed in Schedule 3 of the Scheme Rules, in each case in a form capable of being copied, reproduced and shared in electronic format. “Closing Statement” means a statement, provided on the letterhead or branded stationery of an ISA Manager, in respect of a Help to Buy: ISA, in a form capable of being copied, reproduced and shared in electronic format. “Conveyancer Adherence Agreement” means the conveyancer adherence agreement in the form set out in Schedule 8 of the Scheme Rules. “Conveyancer Guidelines” means the guidelines for Eligible Conveyancers relating to the participation by Eligible Conveyancers in the Help to Buy: ISA Scheme, including in particular relating to the processes to be undertaken by an Eligible Conveyancer when making a claim for a Bonus, as published, amended and supplemented from time to time by the Scheme Administrator. 8

Registration To register your Firm log on to www.helptobuyportal.org.uk and select Register Conveyancer Firm for Portal. The first person to register on the portal will become the administrator for the location (see registration scenarios on following page). Once registered, additional users can be created by the administrator. If another member of your branch tries to register on the Portal they will receive a message asking them to contact the branch’s administrator. 9

Registration There are four possible scenarios for registration:

Scenario 1

Your Firm is a member of Lender Exchange and a Help to Buy: ISA Scheme member

see Registration (1) or click here

When registering for the Portal it is important to note that registration is linked to your Help to Buy Panel number for example: your Firm has several branches each with an individual help to buy panel number - the individual that registers that location will be the portal administrator for that location and can see all bonus requests linked to that panel number only. If your firm has several locations but one help to buy panel number, the administrator will be able to view all bonus requests for all locations.

Scenario 2

Your Firm is not a member of Lender Exchange but would like to join

see Registration (2) or click here

Scenario 3

Your Firm is a member of Lender Exchange but not a member of the Help to Buy: ISA Scheme Your Firm is not a member of Lender Exchange and does not wish to join

see Registration (3) or click here

Scenario 4

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See Registration (4) or click here

Registration (1) If you are a member of Lender Exchange and a Help to Buy: ISA Scheme member select ‘Yes’ - you will then be asked to complete the details. You will be required to enter your Lender Exchange ID and other information which will be verified with Lender Exchange.

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To find details in Lender Exchange that you need to enter on the HtB: ISA Portal, a help guide is available. Log on to Lender Exchange, and select Mortgage Documents Select ‘Locating Lender Exchange Details for HtB: ISA Portal

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Registration (2) If you wish to join Lender Exchange you will be directed to their website.

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Registration (3) If you are a member of Lender Exchange but NOT a member of the Help to Buy: ISA Scheme you will be directed to the Lender Exchange website to complete further details.

https://www.lenderexchange.co.uk/ This will take you to an external website.

Please note: The Scheme Administrator operates independently from Lender Exchange and has no authority over Lender Exchange or its processes/procedures. 14

Registration (4) If your Firm is not a member of Lender Exchange and does not wish to join, you will be asked to provide additional information and undertake a manual assurance process. The Scheme Administrator will undertake a number of checks and will then confirm assurance of your firm for a period of 90 days subject to the results of the checks.

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Registration – Non Lender Exchange Complete all fields to undertake the manual assurance process. You will then be contacted by the Scheme Administrator. Please allow 12 business days prior to expected completion for this process to be undertaken and the bonus payment made.

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Registration – Non Lender Exchange You will be required to confirm your acceptance of the Conveyancer Adherence Agreement:

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Registration To complete your registration, click on submit and you will be guided to the password setting section.

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Dear ,

Registration

Thank you for registering as an administrator for your firm on the Help to Buy: ISA Conveyancer Portal. Please complete the registration process by following the link below: Link

You will receive an email to the address stated with an invitation to complete your registration.

If you are having any problems accessing this link, please try copying and pasting it into your web browser. Alternately you can contact us via the portal. Link If you do not believe this e-mail was intended for you please contact us: Link Kind

This link will be valid for 48 hours only.

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Regards, UKARcs Administrator of the Help to Buy: ISA Scheme se do not reply to this message. This email address is not monitored so we are unable to respond to any messages sent to this address.

Password When you have clicked on this link you will be asked to set a password and provide answers to six memorable questions. These security questions will be required should you need to reset your password. Should you input the incorrect answers more than twice your account will be locked and you will need to raise a technical contact request and you will be sent a link by email to reset your questions.

This link will be valid for 48 hours 20

Password Protocol Passwords must include at least one numeric (0-9), one lowercase (‘a’‘z’) and one uppercase (‘A’-‘Z’) character. Passwords must consist of at least 8 characters.

Please keep your password secure – never share your password with anyone.

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Memorable Questions The portal allows two incorrect attempts to submit memorable questions after which you will need to send a request to the Administrator to reset the questions. Please note the Scheme Administrator cannot reset your memorable questions until two invalid attempts have been made. This link will be valid for 48 hours only.

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Link

Registration Complete When you have completed your registration you will be taken to the home page. From here, once you have signed in, you can amend your profile, create additional users or sign out of the portal.

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Portal Administration/User Roles The role of the portal administrator(s) is to manage all users within the portal for your branch. (Refer to Registration scenarios on page 10). It is recommended that you provide the name of the Firms portal administrator(s) to all appropriate personnel. Portal Administrators can  invite additional users  deactivate accounts  reactivate accounts. 24

Additional Users If you wish to enable colleagues within your Firm to submit /amend bonus requests the portal administrator must use the Invite New User option. NB You may want to consider adding a member of your finance team to enable them to track any bonus payments made or to submit bonus returns. The e mail address has to be unique to each person logging onto the portal. 25

Additional Users The user will then receive an email inviting them to complete their registration.

This link will be valid for 48 hours only.

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Link

Additional Users Additional users will be sent an email which will include a link to an ‘Invitation code’. The new user will be required to ‘Redeem their Invitation’ to complete their registration.

This link will be valid for 48 hours only. 27

Portal Administrator Access As a portal administrator you have the ability to manage the users within your Firm. The options are:  Reactivate a User  Deactivate a User  Convert a Standard User to an Administrator

Please note the ‘Lockout End Date’ is not functional. 28

Deactivate User You can ‘deactivate’ a user account, (for example if a member of your Firm changes role or leaves the Firm) through the User Management option. Select the down arrow next to the individuals name and select ‘deactivate’. You can also ‘reactivate’ an account at any time

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0123 4567890

Reactivate User If you wish to ‘reactivate a user’ – please select this option from the drop down list, you will then receive the following message.

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Changing your password You can change your current password at any time by selecting the ‘Change Password’ option

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Change Email You can amend or update your email address by selecting ‘Change Email’.

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Changing an Administrator Role If you wish to change a standard user to a portal administrator – select the appropriate User and Edit – you can then ‘ Convert to Administrator’. NB Only Portal Administrators can do this.

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Amending your profile To change any of your details you can do this in the ‘Profile’ section. Once you have made your changes –select ‘Update’ to confirm.

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Sign In Email: is the original email with which you registered. Password – if you can’t remember your password click – ‘Forgot your Password’ to reset

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Password Reset If you select ‘Reset Password’ you will receive an email notification. Click on the link to reset your password.

This link will be valid for 48 hours only.

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Home Page Once signed into the portal you can: • Submit a Bonus Request • View a Bonus Request • Edit a Bonus Request • Return a Bonus • View Bonus Returns • Contact us • Confirm Completion • Upload title documents 37

Sign out Don’t forget to sign out when you have completed all your transactions.

You will be automatically logged out of the system after 15 minutes of inactivity.

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Submitting a Bonus Request To request a bonus you will need the following information:  Lender Exchange ID  PII Policy Number  Help to Buy: ISA Scheme Number (office specific)  Your bank account number and sort code  ISA Holder’s Details  Property Details  Supporting Documents – ISA Closing Statement and First Time Buyer Declaration (NB these documents must be .JPG, PNG or PDF attachments only) Once all fields are completed please ensure that you tick the declaration. Once submitted you will receive an email notification including a bonus reference which must be quoted in all correspondence. 39

Submitting a Bonus Request If you are a member of Lender Exchange the details will be automatically populated using the Lender Exchange details entered at registration. If your details have been updated in Lender Exchange you will also need to update them in the portal. Please ensure all details are correct before submitting a bonus requests.

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Submitting a Bonus Request If you are not a member of Lender Exchange, complete all fields and attach the First Time Buyer declaration and ISA Closing Statement, tick the First Time Buyers declaration box and press submit.

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Supporting Documents You are required to submit a copy of the ISA Closing Statement and a completed and signed First Time Buyer Declaration. You will need to tick the declaration box to confirm you have attached the relevant documents.

Only JPG, PNG & PDF Attachments are accepted. Maximum file size is 2Mb.

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Confirmation of Approved Bonus Request Once your Bonus Request has been submitted and approved you will receive email confirmation. Once the bonus has been paid (subject to the payment date you entered when submitting the bonus request) the Government Congratulation letter will be available for you to download.

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*** *** **

Government Letter The Government letter must be printed and given to your client. The letter will be automatically populated with: • The date • Your clients name and address • The amount of the bonus

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Status of bonus request transactions Status Definitions: • Approved – The Bonus request has been approved and will be paid in line with the Scheme Rules. • Approved on Hold - this means the date entered for the bonus not been entered by your Firm. NB If this is the case then your Firm will be responsible for updating this when possible. Without this information the bonus payment will not be made. If you are on Lender Exchange the bonus will not be paid without a pay date being entered. • Cancelled – The Bonus request has been cancelled by your Firm. • In Progress – The bonus request has been submitted to the Scheme Administrator and is being processed in line with the Scheme Rules • Purchase confirmed – Your Firm has confirmed the purchase is complete and is ready to submit completion documents. • Rejected – The bonus has been rejected, you will be able to view the position on the portal. • Scheduled - The bonus request has been scheduled for payment. 45

Bonus Rejection Should a bonus be rejected you will receive the notification shown on the right. By selecting the bonus reference under the View Bonus Requests tab you can select a bonus. The rejection reason will be stated under the ‘Please Review’ Section.

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View Bonus Requests You can review all bonus requests that your firm (subject to registration – see Page 10) has made and see the status of the bonus – in progress/ submitted/ scheduled/ rejected or paid. Please click on the relevant bonus to review in more detail. NB If your bonus request is showing a status of ‘Rejected’ – this may be due to amendment being required. You will need to review the bonus and make any necessary amendments tin order to re-submit the request for review. 47

Editing a bonus request/Returning a Bonus If a property purchase fails after the bonus has been paid, you will then need to raise a Bonus Return. Should you need to return a bonus, Select the drop down arrow and click on return bonus. Please note a bonus can only be returned once it has been paid.

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Purchase Failure Notice Once you have selected ‘return bonus’ you will receive an email detailing the next steps. You will need to complete the ‘Purchase Failure Notice’ and give this to your client.

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Returning a bonus Some of the fields on the form will be populated when you select the appropriate bonus. If the interest accrued is over £10, please complete this field and submit the form.

Bonus ID•

Bonus Amount•

8200000239

600.1200

Interest to be Repaid 0 Total Amount to return

‘Date Invoice Raised’ will be automatically populated with the date that you complete the return request. NB this is an internal system action, no paper invoice will be raised. The ‘Return Due By’ will be automatically calculated.

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600.1200

Date Invoice Raised

Return Due By

Returning a bonus Please be aware you have 10 business days to return the bonus funds. The details of where to return the funds are shown.

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Cancelling a Bonus Return If you need to cancel your Bonus Return please select the appropriate bonus and click ‘cancel’. You will receive a confirmation of your return via email.

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View Bonus Returns You can review all bonus returns made by your Firm (subject to registration – please refer to Page 10) . You can select any field to sort your requests by clicking on the .

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Bonus Returns Once you have returned your bonus you will receive confirmation by email.

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Reference

Bonus Return Status Bonus Return Status: Accepted – Return has been created and submitted by your Firm. Awaiting Return - UKARcs are awaiting payment return – the Return Request cannot be amended at this point. Cancelled – the payment return has been cancelled by your Firm or by UKARcs finance department. Returned – the payment return has been received. 55

Confirming your bonus Once your client has completed their purchase you should confirm this on the portal by choosing the appropriate bonus and selecting ‘Confirm Purchase’ at the bottom of the screen. Please ensure you complete the date of purchase, click on the declaration, then press submit.

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Confirming your bonus

You will receive the following notification.

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Submit Title Documents You are required to submit one of the following documents, depending on the location of the residential property owner, within 10 business days of these becoming available to you. Please note the maximum file size 2Mb) • Land Registry Title (England or Wales) • Title Sheet & Cadastral Map (Scotland) • Land Registry Folio (Northern Ireland)

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‘Contact Us’ Requests Select the reason for the contact from the drop down list: • Bonus Request • Returned Bonus • Conveyancer complaint • Expedited Bonus Request • Technical issues • Bonus Completion Letter And complete the detail of your query. The Scheme Administrator will respond to your query.

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Contact Requests

You can review all of the ‘Contact Requests’ you have made and the status of the Request.

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Contact Requests When the Scheme Administrator has looked into your query you will be sent an email with details of the response.

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Details of Resolution