The lender has made changes to its systems and procedures by giving intermediaries a dedicated point of contact, improving its call handling and accepting supporting documents by email to shave days off its turnaround time.
Halifax has moved away from treating the mortgage process as individual components dealt with by different teams by giving one person ownership of the whole process.
Brokers can speak to the same person to discuss any case anomalies at application stage and have the same underwriter look after their valuation and supervise the case through to completion.
Ian Wilson (pictured), head of Halifax Intermediaries, said: “After piloting and refining the proposition for a number of months we have seen significant reductions in the number of times an intermediary has to contact us, quicker valuation turnaround and, importantly for customers, a significant reduction in offer turnaround times from an already strong position.
“Plans will be shortly be finalised for a national rollout, giving advisers time back in their diaries to allow them to do what they do best.”
The Service Excellence programme has been on trial in Scotland and the North East since May.
