Pipeline applications

In this section we cover:

Changes to their income

If your client’s income has changed because of coronavirus, you'll need to let us know how much income they'll receive.

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Mortgage offers

We understand that the current situation means some of your clients will need to extend their mortgage offer.

A month or less on your client’s mortgage offer?

If your client’s got a month or less before their mortgage offer expires and they need an extension, we’re offering a 3 month extension period for those eligible. Please be aware that you can't apply for an extension when the offer has expired. Once an offer has been extended, you'll be unable to make any material changes to the application.

What you need to do

If there are 30 days or less until their mortgage offer expires, you can request an extension on our online form.

You should only contact us if the original offer is within 30 days of expiry.

More than a month left on their mortgage offer?

Please avoid getting in touch with us if they have more than 30 days still left on their offer. We'll be unable to extend their offer until they have 30 days or less.


Valuers are now able to carry out physical inspections of all properties in the UK, except Leicester.

We'll continue to assess and sign off cases using automated desktop valuations where it is possible. If we're unable to carry out a desktop valuation, the valuation will be placed on hold.

New Applications

  • We’re continuing to assess and sign off cases using automated desktop valuations.
  • Cases are currently being booked in for desktop assessment, or physical valuation within 10 working days.
  • As valuations are booked in, you’ll receive a notification of the appointment date in the standard way. This will normally be the date the property is due to be initially assessed for a desktop valuation.
  • If a desktop valuation is unable to be completed, the case will be passed to be booked for a physical valuation.
  • If the case is passed for a physical valuation, you'll receive an additional booking date.

Protecting the interests and safety of our customers

Whilst we’ll endeavour to carry out a physical inspection of the property, our number one priority remains the safety of our customers, employees and valuers. Where a physical valuation is required, valuers will need to carry out a detailed government safety assessment with the customer to ensure the requirements can be met and to reassure them around the process and the safety measures that will be put in place.

We also understand that some customers won’t be comfortable letting a valuer into their property at this time, or whose health situation means this isn’t an option. Where this is the case, we’ll place the valuation back on hold and you’ll need to notify us when your client is ready to proceed.

A physical valuation may also be dependent on other factors, such as the ability to gain keys from Estate Agents.

Cases requiring a physical valuation:

  • For properties previously placed on hold because they aren’t suitable for a desktop valuation, we’ve been contacting the applicant/vendor to arrange a booking date and carry out an initial safety assessment. Where we’ve been unable to make any contact we’ve either left a message or sent a text to the applicant or vendor/estate agent. Before calling us regarding valuations please:
    • Contact the person or office whose details you provided for access to the property and ask them to respond to any messages
    • Check the access details and let us know if there is an alternative number to call. If there are changes to access details, please email us at Panel.Maintenance@nationwide.co.uk quoting the application number, first line of address and postcode.
    • Please ensure you advise us of any material changes to your clients’ circumstances, e.g. changes to income. If there are any changes, please call us on 0345 730 20 11.
  • As valuations are booked in, you’ll receive a notification of the appointment date in the standard way.
  • SLAs for receiving a booking date are longer than pre covid, as valuers will need to conduct a detailed government safety assessment with the customer as part of the booking process.

Desktop assessments and external valuations

  • We’ll continue to assess and sign off as many new and existing cases as we can using automated and desktop valuations. Cases are currently being booked in within 10 working days.
  • Where possible, valuers may also look to visit the property but carry out an ‘external only’ assessment. The valuer will still carry out a safety assessment with the customer beforehand to ensure requirements are met and explain the process to ensure the customer is comfortable to proceed.
  • Where the valuer lacks sufficient information for a desktop valuation but believes photos of the property may help, they’ll request them from the applicant/vendor. The photos can be sent via a web based tool using a secure upload and full support will be provided by telephone and email to talk them through the process.
  • Where a desktop or external assessment of the property isn’t suitable, the valuation will be moved to a physical internal inspection and you’ll be notified of an updated booking date accordingly (subject to a successful risk and safety assessment).

New Build

Valuers can visit New Build sites which are open and where they can adhere to government safety guidelines. Therefore, cases on hold because we haven’t visited the site in the last 12 weeks have started to be booked. For new cases received, we’ll initially still attempt to complete a desktop valuation where the site has been visited in the last 12 weeks. If the valuer has not received a disclosure form prior to the date booked in for their desktop assessment, the valuation will be rebooked for a later date.

Homebuyer Reports and Full Building Surveys

We’re able to carry out Homebuyer Reports and Full Building Surveys (subject to a successful risk and safety assessment). They'll be booked and carried out in line with SLAs.

Cases outstanding a Disclosure Form or EWS1

Cases which require a UK Finance Disclosure Form or an EWS1 Fire Safety form will remain on hold until these are received.

You can email us these forms quoting the case reference in the subject line to Panel.Maintenance@nationwide.co.uk


We’re unable to accept appeals on desktop valuations. Should cases be resubmitted, the original desktop valuation figure will still be used.

Cancel mortgage application

If your client no longer wishes to proceed with their mortgage application, please email COVID19CancelMortgageApplication@nationwide.co.uk quoting the application number. This will allow us to prioritise work on applications that are progressing.

A-Z criteria

Search our A-Z criteria to find what you’re looking for.

A-Z criteria

Case tracking

Track the progress of your application using NFI Online, select case tracking for an instant update.

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