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Our latest service levels

Week commencing 23/05/2022

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

TypeAverage number of days' assessment

Residential employed

9 w/d

Residential self-employed

6 w/d

Buy to let

13 w/d

Residential applications in progress

Assessing supporting documents

2 w/d

Responding to Broker messages

5 w/d

Reviewing Application Amendment Forms

8 w/d

Broker Support Helpdesk

Answering your calls (average for May)

Call Answering Time

241 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.

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