Welcome to Thinking Outside the Blog

How we’ve improved our service


Alan Cleary - Managing Director

Published 13.06.2018

We know we can always make things better which is why we instigated our Broker Journey project 12 months ago. The aim of the project is to collect all of the broker feedback we receive and look at how we can make doing business with us as streamlined and as broker-friendly as possible.

It’s only by you talking to us and letting us know what we’re doing right or what we could improve that we can make things simple and pain-free. We’re always listening to what you have to say and your invaluable feedback has led to us introducing a whole raft of service improvements over the last few months.

Before you apply

Before you even send us your application, you can now check our online Buy to Let and Residential Mortgage Submission Guides to make sure you’ve got all of the documentation you need before sending your case in. Created following broker feedback, the guides detail the documents we need for each application and are designed to be printed and used for easy reference.

When you told us you wanted a quick and easy way to access our lending criteria, we created a searchable Online Criteria Guide. Since its launch earlier this year, the mobile and tablet friendly guide has been viewed by brokers more than 45,000 times.

You can now check how much your customer could borrow before submitting their application by using our online Affordability Calculator. The calculator helps you to understand the benefits of our buy to let proposition and shows the options available to your customer to help them get the loan size they want.

While you apply

If you’ve still got any questions or need a little more help in completing your application, our dedicated Customer Support Team is on-hand 9am-6pm Monday to Friday. Our expanded Sales Team is also available with any support you might need.

Once you’re ready to submit your application, you now only need to provide one signature on our Document Certification Form to verify all supplementary documentation instead of having to sign each piece of paperwork individually. We’ve also made it easier for you to send us the documentation by improving our system so you can upload it directly to the system.

After you apply

Once we have your customer’s application, you’ll have direct access to a dedicated underwriter and our outbound call team will proactively call you to discuss any case queries. We’ll also send you regular case updates via SMS or you can track your case’s progress online 24/7.

Hopefully you’ll have noticed the improvements and find doing business with us is now even easier than it was before. If you’ve been impressed, I’d really appreciate it if you would vote for us at this year’s Financial Adviser Service Awards. Being recognised at these awards would really mean a lot to us.

Voting only takes a few minutes and you can make your nomination by clicking here.

Many thanks for your support and we look forward to working with you in the future.

Kind regards,

Alan Cleary


For intermediary use only
BBR 0.10%