Service Levels
Current Processing Times are detailed below
The Stamp Duty Holiday deadline is Wednesday 31st March 2021. To ensure your customers are prepared, please share our top tips guide with them
Current Processing Times
| New broker registrations | Registrations received Monday 1st March |
| LiveTALK average wait time |
11 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 1st March |
| 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 Monday 1st March |
| Ported Mortgage Illustration requests | Requests received on Monday 1st March |
| 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 | within 1 minute |
| Average speed to offer purchase | 16 days |
| Average speed to offer remortgage | 15 days |
| Average speed to offer Product Transfer | 2 days |
| Production of Redemption Statements | 2 days |