Skip to main content
This website is for Mortgage Brokers only, if you're an existing customer
click here.
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 7 working days from submission
Instruct valuation
Within 1 working days of submission
Next Assessment
3 working days after the receipt of outstanding documentation
Processing call wait times
1 minute
Pre-application queries wait time
1 minute
*Visit our Application help page for full definition of 'fully packaged applications'.
| Current processing timeframe | Latest date being worked |
| Time to Offer | 6 working days | 30 July 2026 |
| Form of Authority Assessment | 5 working days | 31 July 2026 |
Important information
- Submitted applications will show on our system the next working day. No information will be available in relation to your applications prior to this point.
- If you're not part of the firm that submitted the original mortgage application, we can't share any customer details. Your client needs to give you this information.
- If this is your first application since October 2023, register on our new portal. If you haven't registered, it will delay your application.
| Current processing | Latest date being worked |
|---|
| Information requests | 1 working day | 06 August 2026 |
| ESIS requests | 1 working day | 06 August 2026 |
| Application processing and initial assessment | 1 working day | 06 August 2026 |