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Lessons learnt from direct access move

David Finlay

Back in January this year we opened the door to allow brokers direct access to named, dedicated underwriters for every residential mortgage application submitted. Generally speaking this was met with a positive response from the intermediary market.

The main reasons for this decision were to help provide a consistent service whilst offering brokers a better understanding of policy and greater clarity over lending decisions.

It has been almost a year now and throughout this time I think we, as well as our intermediary partners, have learned a lot.

No decision is taken lightly when it comes to implanting something like this and as with any new initiative it was not all plain sailing with the inevitable few minor hiccups along the way. So let’s hold our hands up and say we are not perfect but let’s also reiterate that we are trying.

So 2012 has been a year dedicated to service improvements across the board, which will also continue in 2013, and we feel that one of the most successful of these has been in allowing this contact.

So much so that we have moved to enhance our buy-to-let processing, meaning that brokers also have access to a named, dedicated underwriter for every buy-to-let case submitted.

Coming on the back of some rate reductions we hope that this will help boost our service standards and broker activity in the already robust buy-to-let marketplace.

It is clear that obstacles remain for home buyers and whilst lenders are battling to overcome these issues, there is no doubt that rental demand will continue to grow over the short and medium term at the very least. And with this progression comes increased competition, options and clarity, all of which are positive patterns for the intermediary marketplace to embrace.


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