Over the last few weeks, we have seen record volumes of applications and enquiries from existing brokers and those using us for the first time.

We aim to provide the same level of support as we have always done and whilst we have had to adapt our offering slightly to accommodate a change in working conditions, there are still plenty of ways to get in touch with us. Depending on your query, you may even be able to get the response you need within a few clicks.

For the latest turnaround times: The homepage of our website has the latest turnaround times updated every day including application to offer times and Decision –in –principal (DIP)referral review times. Please bear the current turnaround times in mind before chasing your case, we are doing all we can to make the process as quick as possible.

To check the progress of your case: You can now log into MSO to review the progress of your case, allowing you to check key dates such as valuations being booked or if there are outstanding documents required. If you are new to MSO, please visit our user guide here.

MSO password resets: You can now re-set your password directly through our MSO system. All you need is your memorable answers (those provided when you first registered) and you can reset your password online within minutes. Click here to access the MSO system.

For new application queries: If you’re looking to place a new case and have any queries on lending policy, criteria or product information, speak to our expert team of Business Development Advisers (BDAs) via webchat for a quick response.

The BDA’s knowledge of our criteria and processes is excellent and the facility has achieved a broker satisfaction score of 9.6/10 and with brokers commenting “Amazing help. Thank you for going above and beyond” and “An excellent service, especially during the current climate.”

The team are able to share links and information directly meaning you can access the information you need immediately and at the end of the chat, you’ll be sent a transcript of the conversation for your file. Plus, if the service is busy, you will be told where you are in the queue and ‘pinged’ when an adviser is ready, so you can get on with your other jobs whilst you’re waiting. To get started, just click on the Live Webchat orange box in the right hand corner of our homepage.


For the latest information on how COVID-19 is impacting lending and criteria: We know things are changing fast, so our COVID-19 information pages are regularly updated to reflect any impacts the coronavirus pandemic is having on our lending policies. There’s also a number of FAQs on mortgage payment holidays, physical valuations and product transfers.

And, if you do need to speak to your Business Development Manager (BDM), please be aware that they are receiving an incredible number of emails and phone calls and as such, may take a little longer to respond than normal.

We want to thank you for your patience, understanding and continued support as we adjust to the changing environment. Our teams are working hard to ensure we can support as many brokers as possible and by directing your query appropriately, you can get the answer you need and applications can be processed quickly.