An update from our COO: Help us to Help you

We have recently seen a significant increase in the volume of new home finance applications received on a daily basis from our intermediary partners. In addition, the number of poorly packaged cases submitted has also increased, putting service levels under pressure.

To improve our service levels and provide a consistent approach, we are introducing a new triage process on new applications that have been submitted since 6th June 2022.

The triage process has been introduced to ensure all applications are fully packaged including the customer's signature, however the case will require a full underwrite which may result in requests for further information.

With any cases that are found to be inadequately packaged, you will be advised by email and the case will be returned to the status of ‘a NEW application’ and therefore will only qualify for the current range of products available. Please do not resubmit the case until the packaging is complete.

Currently we are working on applications and tasks from 25th May and going forward we will regularly update our broker website with our latest position – please refer to this before contacting us and use our updates to manage your customers application experience.

If you have any queries or require further information our team remains available via phone and email, details of which can be found here.

Thank you for your continued support.

Tracey Bailey, Chief Operating Officer