Processing Time Frames

To find out about our Fast Track 24 hour response requirements, log into the Broker Website and head to Resources > FAQs.

 

Service SLA's for new application assessment: as at 15 October 18.

 

 ALL STATES    
 Assessment timeframes  Time Duration  SLA +/-
Conditional Approval (following receipt of mandatory supporting   documents)  4 working days  + 4 days
Approval in Principal (following receipt of mandatory supporting documents)  5 working days  + 3 days
Formal Approval (following receipt of acceptable valuation and any/all additional requirements)  5 working days  + 1 day
 Post approval timeframes  Time Duration  SLA +/-
Preparation of Loan offer documents (mailed directly to the client following Formal Approval)  2 working days  within SLA
Returned documents reviewed, certified and accepted  2 working days  within SLA
Settlement scheduled and/or completed (following receipt and acceptance of correctly executed documentation)  2 working days  within SLA

 

Contact options:

For enquiries prior to formal approval, please contact our Broker Hotline on 1800 627 499.

Please contact our Documentation Team for any returned document queries on creditdocumentation@heritage.com.au or phone 07 4694 9146.

For any settlement enquiries, please contact credit.settlements@heritage.com.au or phone 07 4694 9148.

For any build enquires post approval, please contact credit.construction@heritage.com.au