Covid-19 update - The Financial Conduct Authority has issued updated guidance to lenders regarding further support to customers affected by COVID-19. We’ve updated our support pages in line with this. Find out more

Today's update

Our current service levels as at

9am, Friday 27th November

Login

We’re currently experiencing high volumes of applications. We’re working hard to answer your calls and process your applications as quickly as possible, but it may take longer than usual.

Approval in Principle referrals

that were referred on: Friday 27th November

When your AIP has been reviewed, you'll receive an email to view your case update in our online application system.

Full application referrals

that were referred on: Friday 27th November

When your application has been reviewed, you'll receive an email to view your case update in our online application system.

Telephony services

Our intermediary enquiry line is currently answering calls in: 34 seconds (month to date)

Case passed to Underwriting

Underwriters are working on fully packaged cases submitted to them on: Friday 27th November

Your case is passed to an Underwriter once we have checked that all documents and information have been received. We’ll send you a case message when your application is passed to our Underwriting Team. Just log into our online application system to check your case messages.

Application submission to offer

are currently taking: on average 13 working days

Please ensure the Valuation Fee is paid (if applicable) and that you’ve supplied any documents and information requested to minimise delays. Log into our online application system to check the full list of what we need - select the ‘Actions’ tab.

Standard valuation reports

From accepted instruction to receipt of report, our average turnaround time is: on average 8 working days

Login

On Sunday 29th November, due to planned maintenance, our online application system will be unavailable between 8am to 12pm. There may also be intermittent periods of downtime throughout the day. We apologise for any inconvenience caused.