New build help line introduced by NatWest

September 22, 2026 by Brendan O'Neill

Home owners

NatWest has introduced a specialist telephone line that provides mortgage advisors with help concerning new build applications.

When advisors call this telephone line, they will be able to speak to business development managers at NatWest. These will have the particular knowledge required to offer assistance with cases involving new build properties.

Advisors can ring the line for assistance before a mortgage application has been submitted, but also for underwriting and questions about valuation after submission. Other issues it can be used for include emergency case escalation and help with completions.

Nadine Edwards is the NatWest intermediary distribution head. She spoke to Mortgage Strategy about the new telephone help line. Edwards pointed out that cases concerning new build homes can be more complicated for advisors.

She then went on to say:

“The New Build line gives brokers a direct route to specialist expertise, helping them get answers quickly and support their customers with confidence from enquiry to completion. It’s important to us that we make our intermediary services as helpful and efficient as possible.”

The top loan-to-value available for new build mortgages at NatWest is 95% for houses and 90% for flats. The maximum term of repayment that is available is 40 years and there is an age limit for repayment of 75.

Although this new telephone line is intended to help advisors, they do not have to use it. They can access the website or speak to a business development manager in person if they prefer.

This will be a useful new option for advisors with CeMAP training.