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

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Our latest service levels

Week commencing 05/04/2021

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 7 working days to Offer for employed customers and 6 working days to Offer for Self-employed customers

Pre-underwriting - Employed

4 w/d

Pre-underwriting - Self-employed

3 w/d

Underwriting Assessment – Employed

3 w/d

Underwriting Assessment – Self-employed

3 w/d

Foreign Income applications


Fully packaged applications are taking on average 7 working days

Pre Underwriting

3 w/d

Full Underwriting Assessment

4 w/d


Residential applications in progress

Assessing Supporting documents

2 w/d

Responding to Broker messages

3 w/d

Reviewing Application Amendment Forms

6 w/d


Broker Support Helpdesk

Answering your calls (average for March)


Call Answering Time

34 seconds


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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