Update to our current SLAs

Unfortunately, we are currently experiencing a delay in our SLAs for Refinance applications due to the volume of purchase applications we have received over the last few weeks with finance dates prior to Christmas.

This has placed our refinance applications in a position where we are now 7 business days behind our standard SLAs. 

We are currently working on refinance applications received prior to 15th December.

For Refinance applications received from 15th December onwards, which are currently showing Verification status they are still pending pickup to complete the preliminary assessment of the application.

The LOS team are continuing to work on the Refinance files in between purchase files wherever possible.

It is anticipated that the LOS team will recover some ground with the processing of the Refinance applications during the period between Christmas and New Year.  

We have a full team working through the Christmas/ New Year period to assist with this and the purchase files with finance dates due prior to Christmas would have been completed.

We appreciate your continued patience during this very busy time of year. 

We will continue to keep you regularly updated on our progress.  

Don’t forget you can view the status on your applications in Progress on your Service Centre page in our Broker Portal. If you haven’t registered for access to the Broker portal you can register here.