What a year!
Our team have worked unbelievably hard during what’s been the craziest, toughest and busiest year to ensure our customers remain top priority. To be shortlisted for this award is testament to our work ethic, ability to adapt and sheer determination to deliver.
Our business model is already built around offering remote advice so when COVID hit we didn’t have to change anything about how we operated. This meant there were no interruptions for our customers and they continued to receive the same quality service throughout.
In March, when we had no idea how the year would pan out, our objective was to survive. We’ve done more than that since and are absolutely thriving! To cope with the increased business levels since June we have appointed 7 new Mortgage Advisers and a Processor and already have a further 9 Advisers and 3 Administrators going through the application process to all join us early 2021.
The strong processes we have in place allow us to retain control and manage the volume of applications and customer expectations seamlessly. Our bespoke lead management system manages lead flow and adviser availability meaning new enquiries are contacted instantly.
Our advisers strive for ‘right first time’ on every single application and with the support of our processing department and their rigorous pre-application checks our business quality is high and our average application-to-offer pre-COVID was less than 7 days resulting in the smoothest of journeys for our customers.
Earlier this year we were delighted to be awarded with the Stonebridge Networks Business Quality award, and as their 5th highest performing firm out of 350+ firms in the network is an incredible achievement and shows not only can we deal in volume but our business quality remains outstanding.
Throughout this year our focus has been on the wellness of our team, especially for those working from home, the importance of the regular positive communications, just ‘checking in’ or even sending a box of doughnuts to everyone at home has had a huge impact on their wellbeing. Spirits have remained extremely high and it’s been a pleasure to watch our team supporting one another more than ever this year.
Not only have we had our record year for business written (+32% on 2019), have increased our team by 35% we have also found the time to write a bespoke programme and deliver a ‘Financial Planning’ lesson to 180 Yr.9 students at a local school. The lesson involved discussions around what is a mortgage and the importance of money management.
The feedback from the students and teachers alike has been amazing and we’ve been inundated with requests from other schools to deliver the lesson to their students next year. We are extremely passionate about this project and are proud that we have managed to produce and present it in person in the middle of the COVID restrictions.
If we were to win this award it would be because of our incredible team and their absolute dedication this year.