Intermediary Live Chat - Pre-application query team

Our Live Chat team can help with your pre-application queries. If you haven’t been able to find the answers you’ve been looking for on our Lending Criteria or FAQs page, you can start a chat to get in touch.



Start a chat with our pre-application query team

When launching Live Chat, you’ll be required to fill in the Subject box. We’ve listed a few of our most common query subjects below.

Help us connect you to our team quicker – what’s your pre-application query about?

Please copy and paste one of these options, or type into the subject box yourself.


  • Standard packaging requirements

  • Income requirements

  • Affordability calculator query

  • Loan size and Loan to Value limits

  • How to amend an Approval in Principle

  • Other (please specify)

Keyboard Shortcut Tips:

Windows-PC: Copy (CTRL+C) and paste (CTRL+V)

Apple Mac: Copy (Command+C) and paste (Command+V)

Our pre-application query team can’t answer case specific queries over this Live Chat. For help with these, please use our applications in progress and existing customer Live Chat.

Once your Live Chat session ends, we’d love your feedback on our service. You can do this by completing the end of chat survey. Plus, you’ll be helping us improve our service in the future.

*Live Chat is available 9am to 5pm Monday – Friday, excluding Bank Holidays. Chat transcripts may be recorded for training and monitoring purposes.