Current service standards

Standard Current service
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 99% of calls answered within 40 seconds
Telephone waiting time Up to 1 minute 8 seconds average waiting time
Average speed of application to offer for the previous week was 13 working days

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