Useful guides for you and your clients

We have a number of guides created for both you and your clients to help you deliver the best service and experience.

View our guides

Service updates

Last updated: 14 June 2024 - See our service levels for a clear indication of how long it might take us to process your case.

Initial assessment

Average working days

Standard cases

3 days

Refer cases
All cases which receive an initial refer decision

6 days

Application to offer

Average working days

Standard cases

12 days

Refer cases
All cases which receive an initial refer decision

18 days

Valuations

Percentage of valuations booked and carried out

within 10 days

93%

Affordability calculator

Use our affordability calculator to assess borrowing options for your clients.

Use the calculator

Broker Chat

Talk to our experienced advisers using Broker Chat to get the answer to your questions.

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support

Support

From system support to product and criteria questions, our expert team are ready to help: face-to-face, online and on the phone.

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Latest news and Bank of England updates

Read more on our latest product, lending criteria, BOE changes and business updates.

Read more latest news