Service Levels

Current Processing Times

New broker registrations	Actioned within 2 days following verification by your Firm/Network
LiveTALK average wait time	18 minutes
Employed New Business and Product Transfers with Additional Borrowing Applications to be Underwritten	All applications underwritten on Day 4 following receipt of complete supporting documentation
Employed Further Information	Documents submitted Wednesday 13th October
Self Employed/Complex case New Business and Product Transfers with Additional Borrowing Underwriting	All applications underwritten on Day 2 following receipt of complete supporting documentation See Packaging guide
Self Employed/Complex case Further Information	Documents submitted Tuesday 12th October
Ported Mortgage Illustration requests	Requests received on Wednesday 13th October
Ported Mortgage Applications	This will take an additional 2 working days on top of our reported employed and self employed SLA's quoted above
Case Updates average wait time	4 minutes
In the last week 24% of cases were offered within 7 days	Average speed in this group = 6 days
In the last week 41% 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