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Better case quality will force lenders to improve service – Harle

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  • 21/01/2013
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Better case quality will force lenders to improve service – Harle
Tenet Lime’s Gemma Harle has told brokers that better quality case submissions will force lenders to increase their own standards.

Harle, managing director at Tenet Lime, was questioned by a broker during a Q&A at the Tenet conference in London. The adviser said that lenders needed to concentrate on improving their own underwriting standards as well as promoting broker quality.

Harle responded that brokers and networks would have greater cause for complaint if improving quality of business did not lead to quicker case turnaround times.

“With the quality metrics, if we can make sure we’re submitting business at the right level it stops [lenders] having any excuses if having difficulties or service is slow.

“At the minute they just say it is because of the quality of business they are getting.

“We get the data on how well we’re doing and as long as we keep our business at a high quality we have a good argument to go back to them and say ‘when are you going to get your act together?’.”

Harle highlighted measures such as sampling, application to offer, DIP to offer, quality of applicant and level of mortgage arrears as key areas lenders were looking at.

Speaking to an audience of brokers Harle added that the Tenet Lime network had enjoyed a successful year.

“We’ve had a good year with new firms joining us and existing firms are writing more business than ever. Mortgage business has gone up 9% between 2011 and 2012, given how tough the market has been and some of the challenges we’ve had.

“We haven’t seen any shift in the type of business. First-time buyers are still at the same level which is fantastic given the lack of products out there and buy-to-let now equals 18% of our business”

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