Service Levels
Current Processing Times are detailed below
The Stamp Duty Holiday deadline extended to 30th June 2021. To ensure your customers are prepared, please share our top tips guide with them
Current Processing Times
| New broker registrations | Actioned within 48 hours following verification by your Firm/Network |
| LiveTALK average wait time |
30 minutes |
| Employed New Business and Product Transfers with Additional Borrowing Applications to be Underwritten | All applications underwritten on Day 2 following receipt of complete supporting documentation |
| Employed Further Information |
Documents submitted Monday 21st June |
| Self Employed/Complex case New Business and Product Transfers with Additional Borrowing Underwriting |
All applications underwritten on Day 3 following receipt of complete supporting documentation See Packaging guide |
| Self Employed/Complex case Further Information | Documents submitted Friday 18th June |
| Ported Mortgage Illustration requests | Requests received on Monday 21st June |
| Ported Mortgage Applications | This will take an additional 2 working days on top of our reported employed and self employed SLA's quoted above |
| Telephony average wait time | 5 minutes |
| In the last week 28% of cases were offered within 7 days | Average speed in this group = 6 days |
| In the last week 42% of cases were offered within 8 to 14 days | Average speed in this group = 11 days |
| Average speed to offer Product Transfer | 2 days |
| Production of Redemption Statements | 2 days |