Honest about your service levels
When supporting your clients, it’s important knowing their application will be managed quickly and efficiently. That’s why, each week, we’ll publish and share with you the service levels you’ve experienced for the previous week. Saying how it is, rather than what we think you want to hear or stating unrealistic timings that flatter our vanity. After all, if you and your client aren’t experiencing these timings, we’ll have mismanaged your expectations. Openness is the best policy, we’ll even highlight when they go amber.
Service is a key part of the support we provide to you
This dedication to service is as important to you as it is to us. As a vital service indicator, we use these to benchmark our service and experience levels internally to ensure we consistently deliver for you.
Quickly understand service levels for each stage of the mortgage process
The measures have been selected to allow you to understand the experience and turnaround times for each stage of the mortgage application. From calling our Sales support team: reviewing and responding to newly uploaded documentation, to the average time taken to receive and offer a mortgage application.
Latest service levels
- 29 seconds to start talking to the sales support team;
- Same day valuations instructed;
- Next day review on all new apps;
- <48 hours to review uploaded documents;
- 21 working days from App to offer.
