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Our latest service levels

Thank you for your support and patience during the past few months. We have been experiencing unprecedented volumes of applications and amendments, which has impacted our usual excellent service levels and we are doing everything we can to improve our service position.

Please check the case tracking facility and the messages section on our broker portal and refer to the service levels below before contacting our broker support team for a case update.

New applications


Fully packaged applications are taking on average 4 working days to Offer for employed customers and 8 working days to Offer for Self-employed customers

Pre-underwriting - Employed

2 w/d

Pre-underwriting - Self-employed

2 w/d

Underwriting Assessment – Employed

2 w/d

Underwriting Assessment – Self-employed

6 w/d

Foreign Income/Legacy applications


Fully packaged applications are taking on average 22 working days to Offer

Case Set-up

N/A

Pre Underwriting

N/A

Full Underwriting Assessment

17 w/d

Offer Production and Valuation Instruction

5 w/d

Foreign Income/Broker platform applications


Fully packaged applications are taking on average 19 working days

Pre Underwriting

2 w/d

Full Underwriting Assessment

17 w/d


Residential applications in progress

Assessing Supporting documents

8 w/d

Responding to Broker messages

8 w/d

Reviewing Application Amendment Forms

7 w/d


Broker Support Helpdesk

Answering your calls (average for October)


Call Answering Time

4 minutes


Packaging your cases

Please ensure your cases are fully packaged prior to submission so we can process your customer’s application to offer as quickly as possible.

During these uncertain times, as a temporary measure, please upload the latest full month’s bank statement showing salary credit within the last 35 days.

For self-employed customers please ensure the latest 60 day’s business bank statements are uploaded along with one month’s business bank statement from either Jan, Feb or March (pre-Covid).

You can find packaging support here.

This website is for the use of FCA authorised mortgage intermediaries only.

If you reproduce any information contained in this website, to be used with or advise clients, you must ensure it follows the FCA's advising and selling standards.

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