In its last update, the lender said that it was working through telephone messages from 2 August for pre-offer applications and 3 August for post-offer paperwork.
The website currently lists 2 August as the oldest date for residential pre-offer mail and the 29 July is listed as the latest date for pre-offer mail and 1 August for post-offer mail.
Woolwich added that the oldest date for buy-to-let post mail would be 1 August for pre-offer mail and 29 July for post-offer mail.
Lea Karasavvas, managing director at Prolific Mortgage Finance, said:
“For brokers that work remotely from home, they rely on the web based systems a lot more.
“Brokers also rely on their BDMs to get in contact with them and if they’re not updating you on the rates that have been pulled or updating the service levels on their website, than as a broker you can’t do your job properly.”
David Finlay, intermediary managing director for Barclays, apologised, and told Mortgage Solutions: “We are committed to providing a good service and working in partnership with brokers, giving them as much information about service to enable them to manage their clients’ expectations. This includes the ‘Woolwich service update’ messages on our broker website which I can advise is currently offering a good service with the vast majority of cases receiving decisions within 48 hours.
“We of course endeavour to update brokers with our service position on the website on a regular basis; and we apologise that this has not been updated since early August. Despite this, brokers still have access to their relationship manager and the telephony support team to gain access to this type of information. The website will be showing the updated service positioning from tomorrow.”
Its service proposition at 23 August shows that Woolwich are working through telephone messages from 18th August for pre-offer and 22nd August for post-offer applications.
The oldest date for residential pre-offer mail has now been listed as 12 August apart from the high value lending team, which has been given the date of 18 August and 19 August for post-offer mail.
The oldest date for buy-to-let mail has been listed as 19 August for pre and post-offer mail.
