Supporting your mortgage customers at crucial turning points in their lives
As a mortgage provider, you’re the cornerstone for people to build their future. Whether they’re first time buyers, up- or down-sizing, buying to let, re-mortgaging or responding to life events, they rely on you so they can move their lives forward.
But many people find the mortgage arena complex and confusing, which is why, when you outsource your mortgage servicing to us, we focus on providing a positive experience to your customers through the highest-quality support.
Available as a full end-to-end service, as well as modular options, our Financial Conduct Authority (FCA)-regulated mortgage outsourcing services blend our product, regulatory, security and business process expertise with the latest technology to transform both customer experience and your back office processes.
We help simplify operating models and processes - from the decision in principle to completion, to servicing and retention, arrears management and repossession, leveraging new and emerging technologies to drive efficiencies, reduce operational costs and improve the end-to-end customer journey.
With over 30 years’ experience of delivering efficient customer-centric mortgage services for leading banks, our expert team is currently delivering several transformation programmes to support clients with retaining customers and growing their businesses.
Our mortgage advice customer satisfaction scores
Requests for payment holidays processed for one client during the pandemic
Tens of thousands
How many people we help to buy a new home or remortgage every year
Litigation, property sales, receivership and shortfall recovery
Enhancing customer experience, especially when they need you the most
Our focus is on delivering better customer experiences, including onboarding customers efficiently, and leveraging data to ensure greater resilience around conduct and regulatory compliance.
Sensitive & vulnerable customers
All our staff are trained to identify vulnerable customers and exercise the appropriate duty of care, using industry-standard techniques which include the FCA-recommended TEXAS, CARERS & IDEA drills. With close links with charitable organisations such as The Samaritans for bespoke training, we provide specialised, highly trained and experienced capabilities for the case management of sensitive and vulnerable customers, including handling deceased customer accounts and supporting bereaved customers and representatives.
Case study: The Co-operative Bank
Supporting The Co-operative Bank’s transformation programme alongside a full end-to-end mortgage outsourcing service, we’re helping to create better experiences for customers and brokers. Our approach is already working, with consistent customer outcome quality scores of 95% or above, and mortgage advice customer satisfaction scores of between 95% and 100%.
We’ve helped the bank to maintain a full mortgage service throughout the Covid-19 pandemic, including dealing with more than 27,000 requests for payment deferrals, managing extensions and roll-offs. Despite the challenging environment, our partnership led to an increase in mortgage lending of 5%, enabling more than 22,000 customers to buy a new home or to remortgage. It’s allowed the bank to do what many lenders couldn’t – maintain their presence in the market throughout the pandemic.
Giving customers a better experience by sharing goals, objectives and values.
“The working synergy between us and Capita has led to good outcomes for both our business and our customers. We’ve worked together to keep lending when other banks might have stopped during the pandemic, supporting customers in financial difficulty, and ensuring that customers are more satisfied with the service they get from us. It’s a successful partnership, and one that we’re glad to have.”
Darrell Evans, Managing Director of Retail Banking at The Co-operative Bank.