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