Letters of Approval

Letters of Approval (LoAs) are formal confirmations that a buyer has been approved for an Own New mortgage product on one of your developments.

Builder Sales Admins can view, create, and update LoAs linked to their contact. Builder Admins and Owners can view LoAs across the organisation. Builder Marketing users do not have LoA access.

What is an LoA?

An LoA confirms:

• The buyer is approved for an Own New mortgage
• The property and Own New product are confirmed
• The mortgage broker has verified eligibility

Accessing LoAs

1. Log in to your builder account
2. Navigate to LoAs in the sidebar
3. You'll see the LoAs available to your role

Retracted LoAs are hidden from the list once they are more than 3 months old.

Creating a New LoA

Click New LoA on the LoAs page. The form opens in 3 steps:

• Customer
• Property & Price
• Broker

Important:

• Group Member is required before moving past Property & Price.
• Gable - No Deposit (5%) appears only for eligible organisations.
• An existing Gable - No Deposit or Own New Special LoA can retain the same product when amended after the organisation's entitlement ends. The expired product cannot be selected for a new case or added to a different existing LoA.
• If you add then remove a second applicant, those fields are cleared and not submitted.
• If you close the modal, the wizard resets to step 1 with a blank form.

LoA List

The builder table shows Property, Primary client, Property value, Own New ID, Status, and Solicitor email. Select a row to amend an active LoA, or use its action menu to amend or cancel it. Completed and retracted LoAs are read-only.

LoA Status

Filtering LoAs

Find specific LoAs using the search box or the mutually exclusive filters:

• Requires solicitor info — Matched applications where the solicitor email still needs to be added
• Awaiting mortgage application — LoAs not yet matched to an application
• Progressing — Matched applications, including cancellation requests awaiting lender confirmation
• Errors — The property price or incentive does not match the mortgage application
• Completed — The house sale completed successfully
• Retracted — Cancellation has been confirmed
• All LoAs — Every visible LoA, including completed and recently retracted cases

Search by Own New ID, client, property address, postcode, or homebuilder reference.

Amending an LoA

Select an active row or choose Amend from its action menu. Pulse compares your changes before saving:

• Minor amendment — Changing the broker or solicitor updates the existing LoA
• Major amendment — Changing customer, property, price, product, incentive, or Group Member creates a replacement LoA and retracts the original

Pulse creates the replacement before retracting the original, so a failed replacement does not leave the original case cancelled. An LoA cannot be amended after completion or confirmed retraction. If a lender has already made an offer, some major changes are locked and require support.

Duplicate Warning

Before creating an LoA, Pulse checks for another case with the same customer email and postcode. If a potential duplicate is found, review the existing Own New ID and customer details. Cancel to inspect the existing case, or continue only when you are sure a separate LoA is required.

Adding Solicitor Information

Once an LoA is matched to a mortgage application, select Add email in the table if the solicitor email is missing. We need the solicitor's email address to send them a pro-forma invoice ahead of completion. Adding the email updates the existing LoA and does not issue a new letter.

If a matched case also has a property price or incentive mismatch, it remains under Errors until that mismatch is resolved.

Cancelling an LoA

Open the LoA actions menu and select Cancel. Choose a cancellation reason and optionally add more detail.

If the LoA is not linked to a live lender application, cancellation is immediate. If the lender status is Offered, Pulse records a cancellation request instead. Notify the lender directly; marking the case in Pulse does not contact them. The LoA remains under Progressing with status Cancellation requested until Own New receives lender confirmation, then moves to Retracted.

LoA Workflow

1. Builder submits — The builder creates an LoA for the buyer
2. Application match — The lender application is matched to the LoA
3. Progressing — The matched case advances towards completion
4. Completion — The house sale completes successfully

For Your Records

LoAs help you:

• Track which buyers have mortgage approval
• Forecast completions
• Coordinate with your sales team
• Monitor incentive usage

Questions About LoAs

If you have questions about a specific LoA:

• Contact the broker listed on the LoA
• Or reach out to your Own New account manager