How we’ve improved our Buy-to-Let process
By Ruby Harvey, Pre-Offer Team Leader
A quieter than usual few months for the Buy-to-Let market has given our team ample opportunity to refine what we do so we’re prepared to deliver deals quickly for brokers and their landlords when Buy-to-Let is back.
Combining experts with the right technology has always been the approach we’ve taken when delivering deals, and our improvements have been no different, with investments in our systems and our people.
Technology
- Implemented Talkative
Brokers can now instantly speak to members of the team through our website to resolve queries around criteria, case updates and registering for our portal.
- Rebuilt our broker registration process
This was a big thing for us. We know when a broker registers it is usually because they have a deal ready to go, so they want a quick turnaround.
You can register digitally, and it takes under 60 minutes to be approved compared to 48 hours previously.
- Re-launched our product switch process
This has been another big achievement as the first adopters of our Buy-to-Let product approach maturity.
The new process incorporates AVMs, if a broker chooses to, and the team are pro actively contacting brokers prior to their applicants fixed rate expiring. Solicitors also no longer require an undertaking to be paid up front, meaning we’ve simplified our free legals incentive.
People
- Upskilling our team
We’ve re-introduced the buddy system for our Case Managers and Underwriters to help promote upskilling, and brokers also have dedicated Underwriters they can contact directly.
- More senior members
Three of our Underwriters are now Senior Underwriters, which gives them more power over decisions and helps speed up the application process.
- Growing our customer service team
We’re currently hiring 4 Case Administrators to build out a stronger, more proactive customer service team.
- Building in your feedback
We now have call recording and HappyorNot surveys attached to our emails, all to help us understand the quality of our service and find ways to improve.