How to contact us

We can confirm key application details once a loan is conditionally or formally approved – including customer name, loan amount, structure, term, rate, security, and product features (Advantage Package or unpackaged). You can also check customer reference numbers, valuation amounts, and authority details like shortfall, surplus, direct debit and offset setup.

We provide guidance on Australian Government 5% Deposit Scheme reservations, expiries, and extensions. For FHOG, we can direct applications to the right team and give updates on status, SLAs, and approvals.

Call us to check available funds for land or construction, confirm customer contributions and paid receipts, and get updates on the Builders Pack.

We can confirm when a file will be allocated to an assessor (note: no assessment SLA provided), the correct email to send supporting documents, SLAs for returned information, and raise callback requests. Assessor contact details are available on BrokerHub.

Contact us to confirm formal approval, loan document dispatch and returns, plus what's needed to initiate Offer Letter Acceptance (OLA). We can also advise on SLAs, missing documents, and authority details.

We can assist with booking and confirming settlements via PEXA or FMS DocuPrep, including payout figures, shortfall funds, workspace status, and cheques issued. For fast refinance, internal refinance, and top-ups, we’ll confirm drawdown status and timeframes.

Call us to confirm cheques or electronic disbursements, payout figures (internal/external), surplus funds, and other settlement payments. We can also provide progress draw calculations and help with PEXA balancing status.