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We must keep service the same despite market ‘peaks and troughs’ – Halifax

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  • 27/02/2020
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We must keep service the same despite market ‘peaks and troughs’ – Halifax
Ensuring service standards are the same during mortgage market “peaks and troughs” is important, Halifax has said.

 

Speaking on Mortgage Solutions Television in association with Halifax, Derek Burt (pictured), head of mortgage operations at Lloyds Banking Group said the lender looked at the market six months in advance to signpost periods where it may be busy or quiet.  

“We know a mortgage market goes through its peaks and troughs in a year and I need to make sure that our heartbeat is the same regardless of us being busy or us being quiet. 

“Consistency is the key, you do not want to be brilliant one day and poor the next because you don’t know who you’re doing business with,” Burt said.  

He also said the lender relied on resources across the group to make sure it kept up with changing demand.  

Burt added: “We built a flexible operating model which means I can pull resources in and push resources out as and when required, determined by where those service pressures are.”   

 

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