For intermediary use only

0345 266 8928*

*Lines are open 9am – 5pm Mon to Fri. Calls may be recorded for training and monitoring purposes. Calls cost no more than calls to geographic numbers (01 or 02). Calls from landlines and mobiles are included in free call packages.

Covid-19 update - We’re closely monitoring developments and making changes as appropriate to help you, our customers and our colleagues. Find out more

Today's update

Our current service levels as at

9am, Tuesday 29th September

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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: Tuesday 29th September

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: Tuesday 29th September

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: 3 minutes, 33 seconds (month to date)

Case passed to Underwriting

Underwriters are working on fully packaged cases submitted to them on: Friday 18th September

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 26 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 7.5 working days

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We’ve made some temporary changes to our criteria, so we can continue to lend responsibly. Please see our Covid-19 page for more details.