Pink Home Loans: Advisers tickled pink by bespoke service
The biggest event of the year for advisers and lenders has been the mortgage market review – something Mark Graves, director of Pink Home Loans, acknowledges has been a game-changer for many advisers.
He said he would like to believe the MMR highlighted sales process changes that Pink had put in place the previous year.
“We saw no dip in quality or production as the Pink advisers took the changes in their stride,” he added.
Mr Graves said the human touch remained very much part of Pink’s proposition.
“We pride ourselves on our dedicated face-to-face support and a second-to-none service at Pink’s head office,” he said.
Pink has held workshops throughout the year with a range of lenders, giving brokers the opportunity to meet face-to-face with all of the key lenders to hear what they need and to answer their questions.
Mr Graves said: “We run workshops on a regular basis throughout the year for brokers looking to grow and expand their businesses; it has also helped them to cross-sell protection and general insurance products where appropriate to ensure that the borrower can afford to stay in their home once they have bought it, whatever may befall them.
“The MMR focused very much on stress-testing, but for Pink, stress-testing was not only making sure someone could afford his mortgage if interest rates rose by 3 per cent, but also ensuring he could afford to stay in his home if he lost his job, or worse still, suffered a critical illness that meant he would be unable to work for an extended period of time.”
Mr Graves said Pink had also expanded what were fledgling services last year. “We have revamped and grown our directly authorised advisers arm and expanded both our mortgage helpdesk service and our specialist packaging arm called The Mortgage Processing Centre,” he said.
These have been made available to appointed representatives of the network and its DA club members to provide specialist support for the more unusual mortgage cases advisers encounter.
Mr Graves added: “This has clearly paid off as, while the market as a whole is reported to have plateaued, Pink is still achieving record mortgage months. Pink has recorded five separate record months so far this year and is on target to do so again in October. This would not be possible without a unique and bespoke level of service to every broker in the network.”
BM Solutions: Investing in people has paid off
The fact that BM Solutions has continued to deliver a consistently high level of service in such an unprecedented range of market conditions, is testimony to the hard work of its support staff, according to its chief.
Phil Rickards, head of sales at BM Solutions, said the company had invested heavily in the last 12 months in technology, staff and better communication processes with intermediaries.
