Please don’t call for a case update within the first four working days after submitting your application. If we need anything, we'll contact you.
View our case updates – top tips page which may save you a phone call.
We’re committed to providing you with a level of service that is second to none. So that we’re completely transparent as to how we’re currently performing, please see our latest service stats below.
|Service levels (Last updated 22 May 2018)|
|Average time to answer calls: Case updates||20 seconds|
|Average number of working days from application to offer||11 days|
|Average number of working days for document processing||4 days|
|DIP refer decisions reviewed within||2 days|
|Valuations are instructed on||Day 1|
|Average time to answer calls: New enquiries||1 minute 1 second|
|Average time to answer Broker Chat requests: New enquiries||53 seconds|