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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 5 working days from submission
Instruct valuation
Within 2 working days of submission
Next Assessment
We are currently reviewing cases 5 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.
| Current processing | Latest date being worked |
|---|
| Information requests | 12 working days | 19 April 2024 |
| ESIS requests | 3 working days | 02 May 2024 |
| Application processing and initial assessment | 4 working days | 01 May 2024 |