Making it easy to do business with us

We’re committed to making it simple and easy to do business with us. Here’s a reminder of some of the recent changes we’ve made to improve the experience for you and your clients.

Simplified construction lending

Building a home or undertaking a renovation can be as stressful as it is exciting. So, we’ve streamlined our lending processes in three ways to make the experience better for you and your clients:

• We’ve reduced the number of document requests by removing the need to collect evidence of public liability insurance.
• We’ve implemented a ‘phone and fix’ resolution process so progress payments can be made as quickly as possible. This now means that we’ll call you in the first instance to resolve any issues. If we’re unable to reach you over the phone, we’ll also send you an email outlining what additional information is required.
• We’ve made it easier for construction invoices to be submitted by your clients and your office staff for payment. Invoices submitted directly from a client’s email address that is held on file will no longer require their signature. And your staff can also send invoices in, provided you’re copied into the email and these invoices are signed by the client.

Supporting self-employed clients

We’re now able to accept self-employed client’s most recent year financial information for assessment – instead of the past two years – where this is a sustainable reflection of future performance.

We discussed this policy change in our Lender Update webinar held on 26 July. If you missed it, you can watch the webinar now to learn more.

Speed of service

Further information

We’re proud to have finished June ranked number one amongst the lenders on the Connective Home Loans panel with our speed to formal approval. Last month our median time to formal approval was just five business days! Also, did you know that when we receive all the relevant documents from you and your client, we’re able to action progress payments in two business days?

Our service Level Agreements are always available here or in the Research tab of Mercury, so you know what to expect.

For further guidance on these changes please refer to the Credit Guidelines Booklet. If you’d like more information or have any scenarios that you’d like to discuss, please contact your Connective Essentials Business Development Manager.

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