Service levels

View Current Process Times

ONLY FOR USE BY MORTGAGE INTERMEDIARIES

Current Processing Times (working days)

Pre-Underwriting

Day 2
Key application, collect fees, and instruct valuations

Underwriting

Day 2
New business

Product transfers

Day 2
Offer Issues – where not Straight Through Processing (STP)

Assess Further Information

Day 2
Documents submitted date

Broker registrations

2 days
Following verification by your Firm/Network

Telephony average wait time

1 minute

LiveTALK average wait time

10 minutes

Pre enquiries call answering time

1 minute

Ported Mortgage Illustration requests

Day 1
Request received date

Cases offered within 7 days

33%
Average speed in this group = 5 days

Cases offered within 8 to 14 days

37%
Average speed in this group = 11 days

Ported Mortgage Applications

2 days
On top of our reported SLA's quoted above