AIPs are not included in targets so staff aren’t interested in processing them

In answer to the question in Peter Gunton’s letter (Mortgage Strategy, March 5) about how it can take so long to get a decision on a simple agreement in principle, as an ex-employee of a large society, I can offer an explanation.

Technology aside – considering many banks and mutuals are operating with old, adapted systems – the reason it can take an age to get a response is because AIPs are not included in targets.

Where I used to work, targets are based on the number of cases received and turnaround times. Therefore, the priority is to process business that has already been brought in. AIPs are put to one side, sometimes with up to three days’ backlog. The importance of them seemed to elude the organisation.

With unreliable technology and a stretched system, in an office of 30 staff just one person was employed to carry out AIP and decision in principle searches, which require as much information as processing half a case in the first place.

The society could bring in up to 60 AIPs a day in one office alone but it would not invest in better systems or more staff to get the job done. And if it doesn’t involve targets people can hit, they’re not interested anyway.

Joanna Barnes
The Select Partnership