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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 1 working days from submission
Instruct valuation
Within 1 working days of submission
Next Assessment
We are currently reviewing cases 5-7 working days after last assessment
Processing call wait times
4 minutes
Pre-application queries wait time
3 minutes
*Visit our Application help page for full definition of 'fully packaged applications'.
| Current processing timeframe | Latest date being worked |
| Time to Offer | 8 working days | 14 October 2025 |
| Form of Authority Assessment | 5 working days | 17 October 2025 |
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 | 4 working days | 20 October 2025 |
| ESIS requests | 3 working days | 21 October 2025 |
| Application processing and initial assessment | 1 working day | 23 October 2025 |