Platform upgrade news

If you previously had a James Hay Online account:

• when you first log into it after the upgrade to access a product that’s now on the Nucleus Platform, you’ll be redirected to the new platform to set up new user credentials.  
• a small number of customers will have products on both platforms after the upgrade and these should be managed on the relevant system.
• should your client have both a product that’s being upgraded to the new platform, and one that isn’t – they’ll be asked at that time whether they wish to remain on James Hay Online or proceed to set up access to the new Nucleus Platform.

The same journeys will apply for your clients.

When setting up access to the Nucleus Platform a username will be generated for you which you’ll need to keep a note of.

You’ll also be asked to provide your email address and mobile phone number as part of our improved platform security. We’ll send you a one-time password (OTP) by text message to verify your identity. Whenever you access the Nucleus Platform after this, you’ll receive an email message to confirm your identity. You’ll only be asked to validate who you are once in a 24-hour period.

Your clients will follow a similar process – although OTPs will always be sent to them by text message.

We’ve written to your clients with their new platform account number/s which replaces their previous James Hay reference number/s. You’ll find copies of these letters on the platform.

We’ve written to tenants to provide them with details of the new bank account for any payments (such as rent, service charge, and insurance). They’ll need to update the bank account details for any such payments now we’ve upgraded.

If your client’s property is managed by CBRE, payments will continue to be collected by them, and there will be no change. 

New bank accounts with new payment references are in place on the new platform.

Temporary arrangements will be in place to transfer payments into the new accounts if necessary, however, please ensure that payments to us are paid into these new accounts to avoid any delays. It’s important that the new payment references are used as they will allow auto matching.

We’ve sent full account details in the ‘Welcome to the Nucleus Platform’ letter we sent to your client after the upgrade. You’ll can also view these details on your client platform records. 

Please note, the name that will appear on client bank statements for non-pension direct debit payments (JISA/ISA or GIA) will be Nucleus Financial Services Ltd.

Direct Debits: All active Direct Debit arrangements on James Hay Online have been automatically transferred to minimise disruption. Any temporarily suspended direct debits will need to be set up again. This also applies to employer contributions and third-party payments.

You and your clients can now enjoy greater flexibility, with the ability to select income payment dates from the 1 - 28 of the month. Changes to payment dates can be easily requested.

Drawdown can be managed on the Nucleus Platform, allowing you to set up new arrangements and make changes to existing ones online.

Customers wishing to enter drawdown can do so via a paper-based process rather than directly through the platform.

All correspondence will be sent directly to your clients on the Nucleus Platform – there’s no option to send it to a third party such as yourself or a solicitor. 

Your clients will initially be set up to receive paper-based communications from us. If they have an online account, and would prefer to do so, they can opt to hear from us electronically (or you can select this option on their behalf). We’ll then be able to send them email notifications when there’s new correspondence to read in their document library. This means they’ll receive most of their updates sooner and it will help save paper.

For regulatory or legal reasons, certain correspondence has to be sent by post, so these will still be issued as paper copies.