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

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Our latest service levels

Week commencing 24/01/2022

We have recently been experiencing high volumes of applications and amendments, which is impacting our service levels. We are doing everything we can to improve our current 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.

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

New applications

Type Average number of days' assessment

Residential employed

1 w/d

Residential self-employed

2 w/d

Buy to let

2 w/d


Residential applications in progress

Assessing supporting documents

2 w/d

Responding to Broker messages

2 w/d

Reviewing Application Amendment Forms

3 w/d


Broker Support Helpdesk

Answering your calls (average for January)


Call Answering Time

30 seconds


Packaging your cases

For employed customers, please upload the latest full month’s bank statement showing salary credit within the last 35 days.

For self-employed customers, please upload the latest three months’ worth of Business Bank Statements (or personal account statements if used for business purposes) of which the latest must be dated within 35 days of the application.

The Business Bank Statements must include the monthly summary sheet detailing the total credits and debits for the month.

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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