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Monday - Friday 9.00am - 5.00pm

Coronavirus: important information

0330 123 1073

Mon - Thu 9am - 5pm
Fri 9am - 5pm
Sat 9am - 1pm

Update on service levels

In recent weeks we have withdrawn certain products in order to stem the inflow of applications and ensure we're able to maintain our levels of service. Whilst we are still seeing a steady inflow of applications our lending team is working hard to reduce the backlog, at the same time ensuring each application is given the time and attention needed to provide a robust manually underwritten service.

As we have recently seen a large increase in timescale enquiries from brokers we wanted to ensure we are being clear and transparent about our service levels, enabling us to manage both your expectations and those of your clients.

We can advise the following:

  • We are currently working through all referred DIPs with a turnaround time of up to 5 working days
  • We are currently working through all applications submitted to the Society with a turnaround time of up to 15 working days
  • We are currently working through all post received with a turnaround time of up to 7 working days
  • We are currently working on cases in our offer queue with a turnaround time of up to 10 working days

We appreciate your patience and support whilst our lending team is working hard to process the backlog of cases and reduce these SLAs.

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