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Current service standards
Lending decision referrals
|Response within 4 working hours||Within 4 working hours|
|Application processing standard||Starts within 1 working day of receipt||Starts within 1 working day of receipt|
|Telephone service level||80% of calls answered within 40 seconds||82% of calls answered within 40 seconds|
|Telephone waiting time||Up to 1 minute||32 seconds average waiting time|
|Average speed of application to offer for the previous week was 17 working days