Covid-19 update - This weekend, the Financial Conduct Authority announced they’re going to issue guidance to lenders regarding further support to customers affected by COVID-19. Until we receive guidance, your customers can still apply for a payment break or payment break extension. They can only have one extension per mortgage account. We’ll update our support pages when we have further details. More information

Service update

Our current service levels as at

9am, Thursday 26th November

Login

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: Thursday 26th November

As soon as 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: Thursday 26th November

As soon as 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 are currently answering calls in: 37 seconds (month to date)

Case passed to Underwriting

Underwriters are working on fully packaged cases submitted to them on: Thursday 26th November

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 13 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 8 working days

Login

Contact us

We're here to help. For registration and all business enquiries, including online support and case updates, call our enquiry line.

*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.

0345 266 8928^*

On Sunday 29th November, due to planned maintenance, our online application system will be unavailable between 8am to 12pm. There may also be intermittent periods of downtime throughout the day. We apologise for any inconvenience caused.