Service Standards
Last updated: 17 August 2022
Our Mortgage Contact Centre and Underwriting Teams are currently experiencing a significant increase in call and application volume. We are working as hard as we can and will update the service standards on this page on a daily basis. Please continue to use our webchat feature for any general criteria queries. If you wish to discuss a new business enquiry, your dedicated Business Development Manager will be able to support your enquiry (find your BDM here). Thank you for your patience.
Application to offer time:
26 working days
Average call:
waiting time:
2.17 minutes
Document assessment time:
9 working days
New case assessment time:
11 working days
Average DIP referral time:
