Service Levels

Current Processing Times

New broker registrations	Registrations received Wednesday 18th November
LiveTALK average wait time	3 minutes
Employed New Business and Additional Borrowing Applications to be Underwritten	Applications submitted Thursday 19th November
Employed Further Information	Documents uploaded Tuesday 26th November
Self Employed/Complex case New Business and Additional Borrowing Underwriting	16 working days after ALL required documents are on file IMPORTANT See Packaging guide
Self Employed/Complex case Further Information	Documents uploaded Thursday 19th November
Ported Mortgage Illustration requests	Requests received on Thursday 26th November
Ported Mortgage Applications	This will take an additional 3 working days on top of our reported employed and self employed SLA's quoted above
Telephony average wait time	5 minutes
Average speed to offer purchase	26 days
Average speed to offer remortgage	22 days
Average speed to offer Product Transfer	2 days
Production of Redemption Statements	2 days