Service Levels

Current Processing Times

New broker registrations	Registrations received Monday 5th October
LiveTALK average wait time	9 minutes
Employed Applications to be Underwritten	Applications submitted Monday 12th October
Employed Further Information	Documents uploaded Monday 19th October
Self Employed/Complex case Underwriting	13 working days after ALL required documents are on file IMPORTANT See Packaging guide
Self Employed/Complex case Further Information	Documents uploaded Wednesday 7th October
Ported Mortgage Illustration requests	Requests received on Monday 19th October
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	43 minutes
Average speed to offer purchase	23 days
Average speed to offer remortgage	21 days
Average speed to offer Product Transfer	4 days
Production of Redemption Statements	2 days