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. More information

Today's update

Our current service levels as at

9am, Wednesday 8th April

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Approval in Principle referrals

that were referred on: Tuesday 7th April

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 7th April

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: 53 seconds (March average)

Assessment of Documents

We are processing documents received on: Monday 6th April

Please note your case will be passed to an Underwriter once all documents have been received. Just log into our online application system for up to date information.

Applications to offer

are currently taking: on average 11 working days

Please ensure the Valuation Fee is paid (if applicable) and our document and criteria requirements are met to avoid any delays. Log in to our online application system to see your status updates.

Standard valuation reports

From accepted instruction to receipt of report, our average turnaround time is: 4.54 days (March average)

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Following the Bank of England Base Rate (BBR) change announced on 11th March, if your customers have a mortgage with us that’s on our Standard Variable Rate or is linked to the BBR, their monthly payment will change from 1st of April 2020. They should have received a letter from us by now telling them how much their new monthly payment will be. We’ll write to them by 9th April if the BBR cut announced on 18th March also affects them.