If your firm can no longer accept the case, you will need to get in touch with the lender directly who may be able to take the case back, or alternatively cancel it for you.
Does the case definitely need to be repanelled? Is it in the wrong branch or do you just need a certain surveyor to have access to it? If the later, you can contact our support team: helpdesk@hometrack.com who will be able to assist in adding the valuer in question to that office for you.
If neither of the above apply, it's likely that the office you need the case to be panelled to, isn't set up correctly. Please see our Managing Your Coverage article on how to do this and ensure that all offices are set up correctly.
Once you have completed this, please contact our support team: helpdesk@hometrack.com and we can confirm whether it is possible for us to repanel the case for you.
Please be aware that this may not always be possible depending on the lender and the status of the case.
If we need to manually intervene, this can cause delays in the case appearing for the valuer and also in payment to yourselves once the case is complete, so please only use this as a last resort.