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:

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:

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:

Case passed to Underwriting

Underwriters are working on fully packaged cases submitted to them on:

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:

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:

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Changes to our criteria

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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.