As one of the UK’s leading specialist lenders, we offer a wide range of buy to let and residential mortgages. We’re always thinking of new ways we can help customers with specialist lending needs get the mortgage they want, such as those with less than perfect credit histories or those with complex incomes.
During what’s been a challenging year for the mortgage market, we’ve continued to provide brokers with the best service we possibly can to ensure they can still access the products their customers need.
Whilst some lenders temporarily turned off the lights, we adopted a defiant ‘lights on’ policy’, honouring pipeline cases submitted pre-COVID-19 based on the original criteria and introducing desktop valuations and AVMs as an alternative to physical valuations. We also accepted uncertified documents, such as passports and driving licences, supported payment holiday requests and considered customers in receipt of furlough and SEISS payments.
To ensure brokers continued to receive the support they’ve come to expect from us, we kept them fully updated about how their cases were progressing via phone and email, and maintained a 24 to 48 turnaround on all applications and documents received and offers issued.
We also continued to engage with brokers, ensuring we’re seen as the market leading lender for intermediary support and education. By embracing video technology and virtual appointments, we’ve been able to deliver a series of bespoke webinar sessions, host a number of roundtable events and boost brokers’ wellbeing with a series of workshops looking at topics such as working from home and how to look after their emotional and mental health. .
Despite the challenges we’ve faced, we’ve able to maintain our reputation for first-class service and are still the specialist lender that intermediaries are most likely to recommend1. It’s led to us receiving a 5 star rating in the mortgage category at this year’s Financial Adviser Service Awards and helped us to our ‘excellent’ rating on Trustpilot, with an average score of 4.5 (correct as of 25/11/2020).