Someone else managing my mortgage

You may want someone you trust to talk to us about your mortgage. 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 a third party mandate.

The person you choose can only get information about your account to help you manage your mortgage. They can’t make changes to your account.

If the third party is a professional, such as a solicitor or financial adviser, it’s worth checking they’re registered with the relevant regulator, like the FCA or SRA. There may be limits on the advice they can give you when they’re not registered.

You’ll need a power of attorney if you want someone to make changes to your mortgage.

How do I set up a third party mandate?

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 form. Just select your mortgage account, click on Tools, then choose Request third party mandate.
2. By post – Download and complete the Third Party Mandate form, then send it to:

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

You can ask us to send you a copy if you don’t have a printer.

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

Once we have your form, we’ll get in touch with them.

We’ll need everyone named on the mortgage to agree to adding a third party. Just let us know if this isn’t possible.

 
* Visit our accessibility support page to call using a British Sign Language (BSL) interpreter. To call using text Relay, dial 18001 then the number you want to call 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. It lets someone you trust make decisions for you if you can’t make them yourself or need help with making decisions.

The person who gives this permission is called the donor, and the person who receives it is called an attorney.

There are different types of power of attorney. The right one depends on whether short-term help is needed or because you no longer have mental capacity.

The rules for applying for a POA depends on where you live:

• England and Wales
• Scotland
• Northern Ireland

What do I need to send you?

Once you’ve registered your POA with the Office of the Public Guardian, we need:

1. Proof that the POA has been granted by either:
   • The digital access code if the POA was set up online. You can:
     • Send a message from your hub
     • Email services@boi.com
     • Call us on 0345 300 8000*
   • The original or certified copy of the POA certificate. Post it to:
     Bank of Ireland
     PO Box 3191
     Bristol
     BS1 9HY
2. An original or certified copy of proof of the attorney’s identity (ID) and current address.
3. To know whether they’re paying the mortgage using their own money. We’ll need to ask them some questions, such as how they’re funding the payments.

• Which proofs of ID and address do you accept and how do you want them certified?

  Proof of ID	Proof of current address
  Photo ID should be sent unless there’s a good reason why it can’t: Passport – any country, not more than ten years old Provisional UK or full UK/EU/USA/Canada/Australia photo card driving licence – not more than ten years old Provisional or full Irish driving license – not more than three years old EU/EEA issued Passport Travel card – not more than five years old EU/EEA issued National Identity card – showing photo and date of birth Northern Ireland Electoral Identity Card – not more than ten years old UK biometric residency permit (eVisa) Firearm or shotgun certificate. Where photo ID isn’t available, we may also accept: Full UK paper driving licence – not more than 51 years old Letter from DWP, such as benefits allowance – not more than 12 months old Letter from HMRC such as Tax Coding Notice – not P45/P60, not more than 12 months old Home Office immigration status document with proof of right to reside or application registration card.	These must all be dated within the last six months: Household utility bill from a gas, electric, water, landline phone or broadband company. We don’t accept mobile phone or dongle contract bills Letter from HMRC such as Tax Coding Notice. We don’t accept P45, P60 or a National Insurance letter A statement from a regulated financial service provider such as a bank, building society, credit card or credit union statement. We don’t accept Monzo statements Correspondence from DWP or Department of Social Welfare relating to benefits, pension or welfare claim 3rd level student UCAS letter confirming course acceptance and statement of application Government letter relating to grants or entitlements. These must all be dated within the last 12 months Property tax document UK local authority letter for council tax, rates or from the Housing Executive Motor tax document Letter from a health, home or car insurance provider Provisional or full UK/EU/USA/Canada/Australia photo card driving licence if not used for ID.
  If the documents don’t match the current name, we’ll also need certified proof of the change. For example, a marriage certificate or Deed Poll letter.

  What does my attorney need to know about their copies?

  • They must be clear and legible, black and white or coloured copies.
  • We accept downloadable PDF versions of proof of address, but we don’t accept internet or excel copies.
  • The same document can’t be used for proof of ID and address.
  • The documents must be valid and in date, showing first and last names.
  • The back should be copied if they have important information like the expiry date and reference or account number.

  Who can certify their documents?

  The person certifying must:

  • Not certify their own or a family member’s documents
  • Work in one of the following professions:
    • Accountant
    • Attorney
    • Bank or building society official
    • Barrister
    • Commissioner of Oaths
    • Embassy, Consulate or High Commission of the country of issue
    • Financial Conduct Authority (FCA) registered broker or financial adviser
    • Justice of the Peace
    • Police officer
    • Solicitor or licensed conveyancer.

  How should they certify the copies?

  On each document, they must include their:

  • Full name
  • Signature
  • Phone number
  • Date the document was certified
  • Business stamp, or company name and address.

  Along with one of the following statements:

  • I certify this is a true copy of the original document
  • True certified copy of the original document
  • Certified copy of original, original document seen.

  The person certifying may charge you a fee for this.

  They can also pay for the online document certification service at the Post Office. However, they don’t certify birth or marriage certificates.

  Where does my attorney send their documents?

  They must post their certified proof of ID and address to: Bank of Ireland, PO Box 3191, Bristol, BS1 9HY.

  Ask them to write your mortgage account number on each document or use post-it notes, so we can review them as quickly as we can.

  We suggest they’re sent recorded delivery.

  Will you return their documents?

  • Certified copies: We don’t return these, but we make sure they’re destroyed securely.

  • Originals: They can send their original documents if they prefer. We’ll return these by recorded delivery.

* Visit our accessibility support page to call using a British Sign Language (BSL) interpreter. To call using text Relay, dial 18001 then the number you want to call 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.

If someone loses mental capacity to make decisions and doesn’t have a POA already set up, the court can appoint somebody to act on their behalf. This could be a relative, friend, or a professional, such as a solicitor.

There are three types of court appointed authority:

• Court of Protection Orders and Deputyship – England and Wales
• Controllership Order – Northern Ireland
• Guardianship Order – Scotland

What can a court appointed person do?

This will be agreed on a case-by-case basis by the court but they may be able to:

• Manage bank accounts and income
• Pay bills and ongoing financial commitments
• Deal with property and mortgage accounts
• Make financial decisions in the borrower’s best interests
• Make decisions on health and welfare matters.

They must:

• Act within the authority granted by the court
• Keep accurate financial records
• In some cases, submit regular reports or accounts.

Certain decisions, such as selling property or making significant financial changes, may need other court approvals.

What do you need?

Before we can deal with a court-appointed person, we’ll need:

• An original or certified copy of the court order, such as Deputyship, Controllership, or Guardianship
• An original or certified copy of the appointed persons proof of identity and address.
• Any further orders giving additional approvals
• To know whether they’re paying the mortgage using their own money. We’ll need to ask them some questions, such as how they’re funding the payments.

More information

You can find further details on the relevant websites:

• England and Wales
• Scotland
• Northern Ireland

• 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 and 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 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 three months old Council tax bill – not more than 13 months old Credit card/Bank statement – not more than three months old Mortgage statement – not more than 13 months old

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

  How does the attorney send 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

  They must write your mortgage account number on each document or use a post-it note.

  Will you return the documents?

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

  Who can certify my document?

  • Accountant
  • Bank or building society official
  • Barrister
  • FCA registered broker or financial adviser
  • Solicitor or licensed conveyancer
  • Commissioner of Oaths
  • Justice of the Peace
  • The Post Office – they can’t certify birth or marriage certificates.

  All certified documents must include:

  1. The name of the person certifying the documents and their signature
  2. The date of the certification
  3. Their business stamp if they have one. If they don’t, we’ll need to know their company name, address and phone number.

* Visit our accessibility support page to call using a British Sign Language (BSL) interpreter. To call using text Relay, dial 18001 then the number you want to call 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.