Service Times arr-up
Service Times Close arr-up arr-down

Our service and turnaround times

Figures accurate as of 27th March 2020
Dips Reviewed

Dips Reviewed

within 24 hours

Applications Reviewed

Applications Reviewed

within 96 hours

Documents Assessed

Documents Assessed

within 96 hours

Valuations Assessed

Valuations Assessed

within 96 hours

Telephone average wait time

Telephone average wait time

58 seconds

TML Response to Coronavirus

Posted Tuesday 17th of March 2020
Announcements

From Deputy chief executive Peter Beaumont

Coronavirus has thrown us all a real-life curve ball but we wanted to reassure you that we’re here to support you and for Real Life lending it’s business as usual, albeit with some changes.

Keeping our people and our partners safe and healthy and continuing to provide the levels of service you are used to is our top priority. This means we’ve been preparing, testing, planning and acting.

On Monday we introduced home working for our field teams and onsite underwriters to protect our people and broker partners. Our mobile teams continue to work closely with the businesses we support through timely and regular contact and can be reached by phone and email as usual.

Over the last month, and with the support of our people and technology partners, we’ve also been testing our business continuity plans and IT resilience. This means we’re now ready to seamlessly implement home working for everyone at our head office if and when it is appropriate.

And we’ve been preparing for the impact Coronavirus may have on our borrowers, your customers. In partnership with our funders we’re finalising plans that will ensure we are in a position to support those borrowers in need now and in the future.

We’ll keep you up to date with any further changes and thank you for your continued support in these challenging times

Stay safe

Peter Beaumont

By Fraser MacDougall of The Mortgage Lender

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