Our service update

Daily underwriters' service level

	Current service level Last Updated: 30 July 2010
Underwriters' service level	We’re currently working on cases that arrived on  Thursday 29 July.   That’s the date our underwriting team received them. Please keep in mind that your case may require processing before being submitted to our underwriters. Generally, cases are submitted to underwriters on the same day we receive them.

Last week's days to offer

Last updated:  29 July 2010

 

In the week commencing 19 July, 46.6% of applications resulted in an offer within 14 days.

 

Delays in us receiving outstanding supporting documents (such as payslips and bank statements) are the main reason for cases being offered after 14 days.

 

Please help us produce your clients’ offers quickly by sending all outstanding documents to us within 48 hours of submitting applications on C&G Caseflow.

 

When ringing us about your cases, the average time you needed to wait before your call was answered last week was 11 seconds.

 

 

How we aim to give you a great service:

 

For further details about our service please download our At-a-glance Service Fact Sheet.

 

If you wish to discuss your case in detail please contact your BDM or regional processing team

 

How to track your cases

 

For this instant update you can track your case's progress online. As soon as you submit your case online via C&G Caseflow you can log in to the case summary screen and view the status of your case. To learn how, simply watch our case tracking demo for instructions.

 

Case updates are also available by email or text message for C&G Caseflow users. We can keep you up to date with the progress of your cases at key stages of each mortgage application by email direct to your inbox or text message direct to your mobile phone. Please click case updates by email or text message to learn how to sign up.

For further guidance on how to use case tracking or sign up to the text message cases updates service, please speak to one of our technical experts on 0845 603 6082. They can also take you through this process step by step.