We believe SortRefer should win ‘Conveyancing/Legal business of the year’ due to our commitment to provide Quality Conveyancing solutions for Mortgage Intermediaries through our bespoke built portal, paired with our dedicated Customer Service offering through our dedicated support teams.
Since SortRefer was launched in 2009, Conveyancing has always been at the heart of our business. It’s the reason our CEO; Kevin Tunnicliffe set up the business to provide good quality Conveyancing options to Mortgage Intermediaries through a bespoke and easy to use online system, backed up by customer service.
Being a panel manager, we pride ourselves on the ability to force strong and long-lasting relationships with our suppliers. It’s these strong relationships that allow us to offer quality Conveyancing to Mortgage Intermediaries and their clients. We ensure all panel suppliers are hand-picked, due diligence carried out to ensure we carry the same values in terms of integration, service levels and overall capacity/expectations. We have a responsibility to our Mortgage Intermediary customers to ensure we carry out these checks to ensure we are providing the best supplier options available.
Customer Service has always been at the heart of our business since day one. In our Industry, we understand there are certain logjams and sticking points and often the challenges experienced are drops in communication or simply not speaking the same language/lack of understanding. Our support teams are positioned at different levels across all of our customers to ensure there are different contact points. We have field based Regional Account Managers, In-house Telephone Account Managers, a Relationship team and Customer Service assistants to ensure that all of our Mortgage Intermediaries are serviced at all times, whether it’s to deal with a small query, following up with a Conveyancer on their behalf or getting involved. Our teams have all adapted to remote working during the pandemic and serviced a huge amount of calls, emails and escalated enquiries (see image for the stats).
Our portal is a bespoke system, built in-house by our team of developers and designed to deliver the functionality required to add value to our Mortgage Intermediaries. Our system allows accurate quoting and instruction within seconds. Integration with our suppliers allows accurate, real-time case tracking and allows in-case communication between Mortgage Intermediary and Conveyancer. We also have a client case tracking extension, which the Mortgage Intermediary can decide whether to share with their end client. Documents can be uploaded within our system by the Mortgage Intermediary and provided to the supplier without leaving the system.
For the last few years, technology within our industry has been developing, but this year has demonstrated how having good quality technology solutions to ensure that home moving can keep moving through a pandemic/lockdown situation is vital to support Mortgage Intermediaries and their business. The Housing Industry will continue to be in high demand for some time now and we feel we have the best grounding to support Mortgage Intermediaries and their clients now, and for the future.