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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 day from submission
Instruct valuation
Within 1 working days of submission
Next Assessment
1 working day 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 | 15 June 2026 |
| Form of Authority Assessment | 5 working days | 16 Jun 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 | 22 June 2026 |
| ESIS requests | 1 working day | 22 June 2026 |
| Application processing and initial assessment | 1 working day | 22 June 2026 |