Our current
Service Levels
We are striving to provide the best possible outcomes for our customers, while maintaining our commitment to lending responsibly. We are therefore managing our existing pipeline of applications to enable customers to complete their transactions before the end of the Stamp Duty Holiday and current Help to Buy scheme on 31st March 2021. Protecting service levels and giving certainty to those customers already in our pipeline has to be the right priority for us and we have therefore decided to make a number of temporary reductions to our residential product range, removing all products for new purchase applications. We will launch a new and fully invigorated product range in the New Year.
OUR CURRENT SERVICE FOR EXISTING PIPELINE APPLICATIONS
| WHAT STAGE? | WHAT DOES THIS MEAN? | PROCESSING FROM |
|---|---|---|
| DIP REFERRAL | We’ll let you know what we need in order to assess whether your application can progress | 24 hours |
| DOCUMENT VETTING | We’ll check the documents uploaded against the requirement and let you know if we need anything else. | 48 hours |
| VALUATION INSTRUCTION | When we have the correct mandatory documents we will instruct the valuation. | 24 hours |
| INITIAL UNDERWRITE | Once your application has passed the mandatory document vetting stage, your case will be passed to an Underwriter for an initial review, you will be advised following assessment if anything else is required. | 2nd November |
| UNDERWRITER DOCUMENT ASSESSMENT | When we have received all of the outstanding documents, and these have been vetted to ensure they are the required documents, your application will be passed back to an underwriter for review and assessment. You will be advised following assessment if anything else is required. | 18th November |
