For application updates please view the case tracking facility by logging in to your account in e-mms, type the right TN and you may see the status below the main heading. Click here for sample.

Monday – Friday: 8:00 – 6:00 PM

Saturday: CLOSED

Sunday: CLOSED

Public Holidays (2023)

Sunday 1 January: New Year’s Day

Monday 2 January: New Year’s Day (additional day)

Thursday 26 January: Australia Day

Friday 7 April: Good Friday

Saturday 8 April: Easter Saturday

Monday 10 April: Easter Monday

Tuesday 25 April: Anzac Day

Monday 12 June: King’s Birthday

Monday 2 October: Labour Day

Monday 25 December: Christmas Day

Tuesday 26 December: Boxing Day

Latest updates

Our Press Office does not have access to any customer details and is not able to assist with customer enquiries. If you are a broker and would like further information, please refer to our Broker support page.

If you are a journalist, please email us or call us

Mortgage Street will provide the borrower’s solicitor an automated update

Our panel solicitor can assist after we have instructed them ([email protected])

We encourage all solicitors and conveyancers to be proactive. Participants & counterparties commonly check files the day before the scheduled settlement date.

Our panel solicitor will accept a PEXA invitation after they have been invited by

  • Incoming lender (for refinance) or
  • Solicitor (for sale)

Solicitors, conveyancers & brokers know that full discharges require no less than 21 days of processing time and may take longer in peak processing periods.

At Mortgage Street we believe that it is essential for our brokers to be able to provide feedback and be given the opportunity to voice any concerns in order for us to respond appropriately to any complaints or disputes.

We also value your feedback on what we do well and as such also seek compliments when they are due.

We are subject to the requirement to have in place an Internal Dispute Resolution (IDR) procedure.

Please email your feedback to [email protected]

You can lodge compliments or complaints by contacting our Broker relations team:

Telephone – 02 8059 6500

e-mail – [email protected]

Post – PO Box 1962 North Sydney 2059

In the event that your experience is anything less than exceptional and you require assistance in resolving a matter, we invite you to meet directly with Broker relations team to ensure a prompt and favourable outcome. We encourage a face to face meeting, over coffee, to provide you a personalised service with key decision-makers within the organisation.

Alternatively, you may send written details of your matter and we will contact upon delivery of the letter to confirm we have received it and to provide a timeframe to have the matter resolved.

In all cases, we will keep you updated throughout the process and work with you to resolve the matter in a timely fashion.

If you do not wish to receive marketing information, you may at any time decline to receive such information by contacting our offices by telephoning (02) 8059 6500 or by writing to us at [email protected]. We will not charge you for giving effect to your request and will take all reasonable steps to meet your request at the earliest possible opportunity.

If we do not reach agreement on your complaint, you may refer the complaint to an ASIC Approved External Dispute Resolution (EDR) Scheme.

Our external dispute resolution provider is The Australian Financial Complaints Authority (AFCA) Phone 1800 931 678,

External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints.

How much is the maximum loan amount that my clients can borrow in Receptive III?

The maximum loan amount that your clients can borrow in Receptive III is $5,000,000 per single security. However, to determine the best loan options for your clients, it is recommended that they complete MSt 003 to see what products their situation falls under. Visit our website to learn more about the loan options available to your clients and how to apply for them.

What is the applicable LVR for no mortgage insurance for my clients?

The Super Prime I product offers no mortgage insurance for loans with LVR to 80%. This means that your clients can avoid the added cost and hassle of mortgage insurance if they have a down payment of at least 20% of the property value. However, it’s important to note that different lenders may have different LVR requirements for loans with no mortgage insurance, and not all lenders offer this type of loan. Additionally, having a higher LVR may result in a higher interest rate. more options.

Do Ultra Prime products accept Interest Only repayments?

No, Ultra Prime products do not accept Interest Only repayments. Ultra Prime products only accept Principal & Interest repayment type. If your clients are looking for Interest Only repayment options, we recommend checking out other Mortgage Street products like Super Prime, Premium or completing MSt 003 to see if they qualify. For more information and to find the best product for your clients’ needs, visit our website.

What is the maximum LVR at which my clients are not required to pay a risk fee?

With our Liberal products, there is no risk fee required for LVR up to 70%. This can be a great option for your clients who are looking for a home loan with a lower risk fee & they can enjoy extra savings when borrowing with our Liberal products. To learn more about our Liberal products and how they can help your clients, visit our website today.

Is there an option for alternative documentation (alt-doc) loans for self-employed clients?

Yes, there is an option for alternative documentation (alt-doc) loans for self-employed clients. Low documentation loans are designed to assist self-employed borrowers who may have difficulty providing all the required financial documentation. Instead of providing traditional income documentation such as payslips, tax returns, or financial statements, borrowers may qualify for a loan based on their income declared on their BAS statements, business turnover and credit score. As a mortgage broker, it’s important to understand that alternative documentation (alt-doc) loans may come with higher interest rates and fees than traditional loans, also, the loan to value ratio (LVR) might be lower as well. We recommend visiting our relocation loan page to learn more about the specific criteria and documentation required for alternative documentation (alt-doc) loans, as well as to compare it to other loan options and find the one that best suits your client’s needs. Our accredited mortgage brokers will be more than happy to assist you with any enquiries you may have about alternative documentation (alt-doc) loans and how they may benefit your self-employed clients.

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