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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.

New business service levels

Product transfer service levels

Lending variation service levels

New Business Service levels

Updated: 18/04/2024 at 09:00am

Initial assessment for fully packaged applications*

We are reviewing applications 5 working days from submission

Instruct valuation

Within 2 working days of submission

Next Assessment

We are currently reviewing cases 6 working days after last assessment

Processing call wait times

10 minutes

Pre-application queries wait time

5 minutes

*Visit our Application help page for full definition of 'fully packaged applications'.

Product Transfer Service levels

For customers completing in May, the new mortgage payment amount will come into effect in June’s payment.

If you have any questions regarding a product transfer application, please contact us.

Lending Variation Service levels

Updated: 18/04/2024 at 09:00am

Current processing Latest date being worked
Information requests 13 working days 28 March 2024
ESIS requests 2 working days 16 April 2024
Application processing and initial assessment 9 working days 5 April 2024