
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 | Registrations received Friday 16th April |
LiveTALK average wait time |
10 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 19th April |
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 19th April |
Ported Mortgage Illustration requests | Requests received on Monday 19th April |
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 | 1 minute |
In the last week 28% 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 |