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Improvements for you and your clients

We’ve made a couple of changes within mortgage processing to improve the service for you and your clients. Please take a moment to read through the changes.

9th December 2019
Cancellation process

We know you’ll try and get all supporting documents to us as soon as you can when you submit an application, but from time to time you will have applications that take a bit longer to package. To help you with these cases, we have improved our cancellation process.

Applications will be cancelled if all supporting documentation has not been received within 25 working days of the initial application being submitted. We’ll support you through this with regular updates on anything that’s outstanding. We’ve recently improved the clarity of our updates too.

This process applies to all new applications and those which have been submitted in the last 10 days.

Changes to existing applications

We’ve made it easier for you to make changes to existing applications. If you need to make changes once an application has been submitted, there are now three options you can use:

  1. Send us a Change to Application form using the Online Application Tracker
  2. Upload a memo using the Online Application Tracker - include the case number, surname and details of the change.
  3. Send an email to the Case Support inbox you usually use - including the case number, surname and details of the change.
Submitting supporting documents

Please continue to upload documents using the online system. However, if you do need to contact us by email, please be aware that over the next couple of weeks we’ll be making changes to the email addresses you may be currently using. We’ll keep you updated as these email addresses start to change.

If you’d like to know more about any of these changes, please contact your Relationship Manager.

Get in touch

Get in touch

For all lending policy and new business enquiries:

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