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Our latest service levels


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

TypeAverage number of days' assessment

Residential employed

2 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

4 w/d

Broker Support Helpdesk

Answering your calls (average for November)

Call Answering Time

131 seconds

Packaging your cases

For employed and self-employed customers, please refer to the Packaging requirements page for requirements.

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