Important information – Case updates: Our broker portal and administrator case tracker should be used to gain the most up to date information. We will update application progress, including confirming when we have sent the valuation instruction to our panel managers and also once received.
Although we are working to the SLAs detailed below, due to the current high volume of applications and calls we are receiving, we would ask that where possible you avoid calling us regarding case updates, including valuation bookings/progress in the first 15 working days following full mortgage application submission. The case tracking facilities listed above will have the most up to date information available.
Current Service Standards as of 08/08/2022:
Initial review of new applications and physical valuations instructed - 7 working days (currently)
Reviewing supporting documentation - 7 working days (currently)
Application submitted date to offer - 23.08 working days
Call wait time (based on previous working day) - 63 seconds
We appreciate your patience during this busy period.
Delivering Service Together
Our top tips on case submission helping to reduce the contact points between us.
Submitting new business
For registered brokers to submit new business, track case progress and manage existing cases submitted through our portal. Including uploading documents and downloading offers.
Administrator case tracker
For administrators to track case progress and upload documents. Offer documents cannot be downloaded from this hub, these can only be downloaded from our main portal using the registered user login.
