Tip: Information submission
When submitting documents to us, the green banner message “Your file(s) have been sent” at the top of the page is confirmation that your documents have been received and that there is no need to call us to confirm.
Tip: Printing Online Documents
To print an online bank statement or payslip with the URL address displayed: 1) Go to File>Page Setup on the menu bar. 2) In the 'Header' or 'Footer' dialogue box make sure that '&u' has been entered. 3) Press 'OK'.
Tip: Gifted deposit
When providing details of a gifted deposit, ensure you include full name(s) of person providing the gift, amount of gift, relationship to applicant(s), any legal interest to remain (including second charge), and/or repayment terms (if any)
Processing your applications
This information was updated on Wednesday 30th November at 12:00
Initial application set up
29th Nov
We are assessing new applications received on 29th November
Once the application has been set up, you will receive a MATS update confirming your application has been sent to an underwriter or requesting documents.
Document validation
28th Nov
Today we are assessing supporting documents sent to us either by fax or MATS document upload received on 28th November
Underwriting date
28th Nov
We are reviewing applications sent to our underwriting queue on 28th November
You will have received a MATS message confirming the date your application was sent to our underwriter queue.
Average time to survey
3.4 days
Our turnaround time from agreeing your case to receipt of the survey is 3.4 days
Where we have a requirement to survey your property either internally or externally
Please note: This turnaround time is included within our average offer time below.
Average offer time
13.6 days
Our average time taken to offer an application was 13.6 days
Based on applications offered within the last week (ending 27th November)
Please ensure you supply any supporting documents we request as quickly as possible, and that it meets our requirements. Delays in outstanding information is the main reason for an offer taking longer than our average time.
10 secondsWas our average time to answer your calls by our administration centre yesterday
13 secondsWas our average time to answer your calls by our telephone sales teams yesterday