I’m a customer, and I’m thinking of buying or selling my house. What should I do?

1. What is Property Transfer?

The Property Transfer team supports customer‘s during the sale of their property, transfer of legal ownership (equity) of a property, or a customer’s re-mortgage from a lease or transfer point of view. Our role is to liaise with your appointed legal representative to supply documents and get answers to facilitate these processes. 

2. I'm a FirstPort customer and want to sell my house. What do I need to do?

We recommend that you instruct a legal representative (e.g. a solicitor) to represent you in the sale process. We ask that your representative contacts us on your behalf to make us aware of the impending sale so we can provide the right level of service to facilitate the sale process.  

As you will be legally represented, we will liaise with your representative directly during this sale process. We advise you to contact your representative for any information or questions you have, ensuring we don’t receive duplicate questions, which can slow down the process. If your representative is unsure about anything during the process, they can contact us by filling out the representative’s contact form.

Please be aware that our standard Management Information Pack turnaround time is 15 working days from the date we receive payment. If you require your pack sooner to complete your sale, there are two options offering a faster turnaround that your legal representative must request on your behalf when they first request your pack from us: 

• Gold: five working days upon receipt of your payment  
• Platinum: two working days upon receipt of your payment  

Please liaise with your legal representative to find out which Management Information Pack service they requested. If you require a Management Information Pack for your house sale, your representative can request one using the representative’s contact form.

3. There is a delay with my Management Information Pack that is affecting my house sale. What should I do?

Management Information Pack turnaround is determined by which service your legal representative has chosen on your behalf.

Most customers choose our standard Management Information Pack service which offers a turnaround time of 15 working days (three weeks) from the date your payment was received. Please liaise with your legal representative to check which service was selected and on what date payment was sent to us.

If your situation changes and you now require a faster turnaround, your representative can request one of two further options on your behalf:

• Gold: five working days from payment being received
• Platinum: two working days from payment being received

4. I contacted FirstPort but I have not yet received a response or resolution. What has happened?

We sincerely apologise for any delays and frustrations caused; we are doing all we can to action your requests as quickly as we can.

As we coordinate responses from across the FirstPort teams, our standard resolution time is 10 working days. Please be assured that your enquiry has been received by FirstPort’s Property Transfer Team and we are working hard to get a resolution to you as soon as possible.

Importantly, we ask that you do not duplicate your correspondence as it will impact our processing time for dealing with your enquiries – and thank you for your patience.

5. I am a customer and want to re-mortgage or release equity in my property, who do I contact?

If your mortgage lender or equity release company require information from FirstPort, they can speak to our Property Transfer department who will be able to help with their request.

Your mortgage lender or equity release company can contact us through this contact form.

6. I am thinking of buying a FirstPort home and want information about your services?

Details of our services and useful information for buyers are contained in a comprehensive Management Information pack that we can provide to the sellers’ legal representative. Once your purchase has been agreed and you have instructed a legal representative to act on your behalf, we will liaise with the solicitors involved who can contact us to obtain the pack that contains site-specific and property–specific information by filling out the representative’s contact form.

7. I would like to speak to someone in the Property Transfer team

The Property Transfer team liaises directly with your legal representative on your behalf. We recommend you contact your representative for any information or questions you have, ensuring we don’t receive duplicate questions, which can slow down the process. If your representative is unsure about anything during the process, they can contact us by filling out the representative’s contact form.

For all other customer enquiries, please visit our customer services page to speak to a member of our customer services team.