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Service levels

View current processing times

ONLY FOR USE BY MORTGAGE INTERMEDIARIES

Current Processing Times (working days)

Pre-Underwriting

Day 3
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 6
Assess Further Information/Case Amendments

Broker registrations

2 days
Following verification by your Firm/Network

Telephony average wait time

10 minutes

LiveTALK average wait time

4 minutes

Pre enquiries call answering time

12 minutes

Ported Mortgage Illustration requests

Day 1
Request received date

Cases offered within 7 days

40%
Average speed in this group = 5 days

Cases offered within 8 to 14 days

32%
Average speed in this group = 11 days

Ported Mortgage Applications

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

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