The bank has invested in 24 broker development managers who look after small panels of brokers, allowing TSB to return all calls within three hours, and all emails received by 5pm get a response the same day. All applications and documents are processed within 24 hours, with the majority of documents being reviewed the same day.
Nationwide’s lucky number is seven
Amply demonstrating that its business model as a mutual has not hindered development, Nationwide Building Society has achieved seven consecutive appearances in the top five-star service awards category for mortgage providers.
Ian Andrew, Nationwide’s managing director of group intermediary sales, said a major part of its service to intermediaries is shown in its “competitive pricing, including a new 95 per cent mortgage proposition to support first-time buyers, continued support for the new-build market, and adjustments to our affordability model to assist both intermediaries and their customers”.
Reflecting on the past year, Mr Andrew said: “We have continued our focus on service, using feedback from intermediaries to ensure our proposition is fit for purpose, and we are responding to their needs.”
An example is the firm’s new Good Proof Guide, which is being used by our business development managers to support intermediaries with the mortgage application process.
Mr Andrew emphasised that broker feedback was a crucial element in the society’s drive for continuous improvement “in helping us further improve all aspects of our proposition, in order to ensure that we remain the lender of choice for our intermediary partners”.
Listening to feedback pays dividends for The Mortgage Works
BTL specialist lender and part of Nationwide Building Society, The Mortgage Works has now recorded nine consecutive appearances in the five-star service awards category for mortgage providers.
Paul Wootton, managing director of TMW, said strong growth in the BTL sector over the past 12 months had placed demands on everyone involved in the market and he was proud of how his company had maintained service levels.
Mr Wootton added: “In support of intermediaries and their clients, TMW has listened to feedback and implemented a number of new initiatives. We now have the widest range of fixed rate terms across the industry and reward let-to-buy customers with £250 cashback when they complete their onward residential purchase with Nationwide.”
Sustained focus on broker satisfaction underpins TMW’s success, according to Mr Wootton, and this is led by the expertise of its business development managers and dedicated service support and helpline teams.
