Service update

Our response times are based on the previous working day.

Service levels in our Contact Centre

Web chat response time

19 seconds

Call wait times

1 minute 1 second

Important update on service times:

Due to exceptionally high volumes, our normal priority service for New Build and Scottish cases is currently taking longer than 48 hours. We appreciate your patience and understanding as we work to support all our customers as efficiently as possible.

Turnaround Times - Friday 11 July 2025

 

Current service levels

Application to offer turnaround (average based on latest 7 days):

13.9 Working Days

Application to offer turnaround where AVM instructed (average based on latest 7 days):

11.9 Working Days

Underwriting fully packaged New Build and Scottish Purchase cases submitted on or before:

Tuesday 1 July

Underwriting fully packaged standard cases submitted on or before:

Tuesday 1 July

Proportion of all offers issued in <5 days (average based on latest 7 days):

5.1%

Current service levels

All service standards are based on working days.

 

Processing Documents

24 hours

We aim to process documents which have been submitted post underwriting within 24 hours.

Decision in Principles

2 hours

We will aim to complete DIP referrals within 2 hours of receipt (within working hours).

Valuations

24 hours

We will instruct valuations within 24 hours of the application being submitted (where a valuation for mortgage purposes is required).

Skipton Remortgage Conveyancing Service

21 working days

Cases with fee assisted conveyancing will be completed within 21 working days from offer and receipt of welcome pack, where no elevated services apply.

Submission reminder

Please ensure that new applications are sent with all supporting documentation. Further information on what's required can be found on our Submitting Cases page.