Service levels
Below you’ll find our service levels for new business, product transfers and lending variations including additional borrowing, ports and transfer of equity.
Initial assessment for fully packaged applications*
We are reviewing applications 2 working days from submission
Instruct valuation
Within 1 working days of submission
Next Assessment
We are currently reviewing cases 3 working days after last assessment
Processing call wait times
3 minutes
Pre-application queries wait time
1 minute
*Visit our Application help page for full definition of 'fully packaged applications'.
Product Transfer Service levels
As a result of current market conditions we are experiencing a high volume of requests for product transfers, once you have applied for an eligible rate, the rate is secure and offers will be issued in maturity date order.
All applications received with any supporting information by the 15th of the month before maturity will be switched in time and will not revert to the standard variable rate.
The table below details when you should expect to receive your offer documents.
| Application submission date | Offer date |
| Application submitted within a month of the product maturity date, and before the 15th of the month cut-off date. | The offer will be sent by the 20th of the month, e.g. the application is submitted on the 2nd April for a product maturing on the 1st May. You should expect to receive the offer on or before the 20th April. |
| Application submitted within a month of product maturity but after the 15th of the month cut-off date. | You will receive your offer within 6 working days. Since the application has been submitted after the 15th of the month before maturity, the mortgage will revert to the standard variable rate. |
| Application submitted a month or more before the product maturity date. | The offer will be sent on or before the 10th of the month before maturity, e.g. the application is submitted on the 2nd April for a product maturing on the 1st September. You should expect to receive the offer on or before the 10th August. |
Important information
- Please be aware that submitted applications will appear on our system the next working day. No information will be available in relation to your applications prior to this point.
- If you are not part of the firm who completed the customer’s original mortgage application, we are unable to provide you with the customers mortgage details and your client would need to provide this to you.
- If this is your first application since October 2023, please ensure you are registered on our new portal. If you have not registered this will cause delays to your application.
| Current processing | Latest date being worked |
|---|
| Information requests | 1 working day | 20 March 2026 |
| ESIS requests | 1 working day | 20 March 2026 |
| Application processing and initial assessment | 1 working day | 20 March 2026 |