In the past 18 months, the bank strengthened its new build proposition by launching a dedicated team as well as rolling out a host of intermediary exclusive products with extended completion deadlines.
Mr Fordham said: “We have also enhanced our Introducer Intranet proposition, meaning that brokers now benefit from our bespoke packaging service, so they will only be asked for documents relevant to their case. Designed to provide clarity to brokers and save them time.”
He added: “We are always looking at how we can improve our products and services for brokers. We actively listen to them and take their feedback on board.
“One thing we have heard from them is that they would like their teams to have access to the Introducer Intranet system, so that they can keep track of cases and upload documents, answer any of their customers questions, so are working at making this a reality.”
8. Skipton Intermediaries
Readers have adjudged Skipton Intermediaries as being the front runners when it comes to service in the ever competitive mortgage marketplace, thanks to its emphasis on speed.
Paul Darwin, Skipton’s director of intermediary relationships, said: “Feedback from our brokers has told us that speed to offer is the number one metric in the intermediary world. We agree.
“In fact it’s something we so strongly believe in that we now instruct all valuations on immediate receipt of a fully packed mortgage case, a further improvement we’ve made since winning the five-star service award last year.”
In addition to the launch of the day one mortgage valuations, the Society has overhauled its e-mortgage application system and delivered a raft of marginal gain systems improvements to speed up its processes for brokers, according to Mr Darwin.
The lender has also established a specialist new build underwriting team and a dedicated telephone to support advisers in the market that typically as strict expectations on exchange times by developers and brokers.
Mr Darwin said: “Good service will continue to lie at the very heart of how we seek to improve our proposition, together with always listening to our brokers.
“We will continually review our processes and procedures to ensure they are appropriate and the best they can be; whether it be offering advisers quicker and alternative forms of communication such as web chat, or giving advisers direct access to underwriters to help speed up more complex cases – whatever we do we will continue to put the borrower first.”
9. Virgin Money
With 90 per cent of Virgin Money’s mortgage business delivered through the intermediary channel, it is hardly surprising that the firm has endeavoured to enhance adviser relations.
Business highlights for the lender over the past 12 months include the launch of a national advertising campaign promoting the benefits of buying a mortgage through an intermediary, along with a new broker directory – both in June.
