Onboarding·34 cases · 41 documents outstanding
Cases in onboarding
34
of 148 live · fact find & DIP
Documents outstanding
41
across 27 of the 34
Stalled 5 days or more
11
£8,532 of fee at risk
Average to clear KYC
9.4 days
against a 5-day internal target
Onboarding is where the offer clock starts losing. Of the 44 offers that expired before completion last year, 17 had already lost a fortnight before the application was even submitted — £18,326 of the £47,400. Nobody was late at the end. Everybody was late at the beginning, and the beginning is the part nobody watches.

Cases in onboarding

Longest open first · 34 cases · showing 7

CaseClientAdviserOpenDocumentsWhat it is waiting onOwnerStatus
ASH–4912Mr & Mrs D VancePWP. Wetherby14 d5 of 9Certified SA302, with the accountantThird partyStalled 6 d
ASH–4908Ms M AckroydJDJ. Dunlop12 d6 of 9Photo ID expires next month · re-requestedClientStalled 5 d
ASH–4915Mr & Mrs T OyelowoHBH. Boakye9 d7 of 9Gifted deposit declaration, unsignedClientStalled 5 d
ASH–4919Mr R PembertonSOS. Oyelaran8 d6 of 9Employer reference, no reply in 5 daysThird partyStalled 5 d
ASH–4921Miss K AdeyinkaPWP. Wetherby7 d8 of 9Latest month’s bank statementClientWaiting 3 d
ASH–4924Mr & Mrs J BraithwaiteRKR. Kilbride5 d8 of 9Proof of address, second applicantClientWaiting 2 d
ASH–4927Mr N FairhurstJDJ. Dunlop3 d9 of 9——Ready to submit
Showing 7 of 34 · every stalled row names the person it is stalled on, which is the only fact that gets it moving

ASH–4912 — Mr & Mrs D Vance

Nine documents, opened 14 days ago, five verified

Stalled 6 days
  • Photo ID — David VanceVerified 4 Sep · expires 2031Verified
  • Photo ID — Sarah VanceVerified 4 Sep · expires 2029Verified
  • Proof of address × 2Verified 5 Sep · both within 3 monthsVerified
  • Proof of depositVerified 8 Sep · £62,000, held 14 monthsVerified
  • Gifted funds declarationVerified 8 Sep · £15,000 from parentVerified
  • SA302 tax calculation — 2 yearsRequested 5 Sep · with Vance & Co, no reply in 6 days6 d late
  • Tax year overview — 2 yearsRequested 5 Sep · same accountant, same silence6 d late
  • Business bank statements — 3 monthsRequested 9 Sep · client has sent two of three2 d
  • Credit report consentRequested 9 Sep · awaiting signature2 d
Two documents, one accountant, six days. The case is not stuck on the Vances and it is not stuck on Ashvale — and until this screen existed, nobody could say which.

What is holding the 41 up

Every outstanding document, by who has it

Client has not sent it18
Accountant or employer11
Sent, then rejected8
With Ashvale to verify4
Eight were sent and sent back. An ID that expires inside six months, a statement from the wrong month, a screenshot instead of a PDF. Each one costs the client a second ask and the firm another four days — and each one was knowable the moment it arrived.
Chased automatically29 of 41
Needs a person12
Escalated to the adviser4

What a verified document unlocks

Typed once here, never typed again

Verified hereFillsTyped todayAfter
Income & employmentCase record, sourcing, criteria check, lender portal4×1×
Deposit & source of fundsCase record, sourcing, lender portal3×1×
Credit commitmentsCase record, affordability, lender portal3×1×
Identity & addressCase record, AML file, lender portal, protection4×1×
About 40 minutes a case. Across 1,904 cases that is roughly 1,270 hours a year — and it is also where transcription errors enter a file a reviewer will later read.

What the delay costs at the other end

Last 12 months

Offers that expired44
Of those, 14+ days in onboarding17
Fee lost on those 17£18,326
Average onboarding, all cases9.4 days
Average on the 1721.6 days
Internal target5 days
The offer clock is the number everybody watches. This is the number that decides it — a case that leaves onboarding four days late arrives at the lender four days late and reaches the solicitor four days late, and the offer does not move to accommodate any of it.