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Lenders work to get service levels back on track following wintry weather delays

  • 06/03/2018
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Lenders work to get service levels back on track following wintry weather delays
Kent Reliance is suffering from postal delays, as lenders work to get service levels back on track after snow and ice hit Britain last week.


One broker told Mortgage Solutions that Kent Reliance appeared to be one of the providers worst-hit by the weather.

Many lender services slowed last week amid disruption caused by snow and freezing temperatures – delays at Halifax, Nationwide and TSB have this week been reported to Mortgage Solutions from the broker market.

A spokesman for Kent Reliance said it hoped its postal requests would be back within its Service Level Agreements (SLA) by the middle of this week.

He said: “Despite the severe weather conditions experienced last week, our robust business continuity planning has meant that underwriting and application processes are still operating within our advertised SLAs.

“The disruption caused to the postal service has had some impact on postal requests, but we expect these to be back to SLA by mid-week.”


No response

Nationwide and Barclays have not responded to request for comments.

However, most lenders said they were within SLAs.

TSB said there are no delays in processing applications.

And Halifax Intermediaries said there will be some rebooking of valuations, but there is no impact on completions.

A spokesperson for Accord Mortgages said: “Weather conditions were particularly bad at our offices in Bradford and Peterborough. Our primary concern was for the safety of our colleagues and we closed our sites early on two days.

“This naturally caused a small amount of disruption to the service we provide brokers, however we are working hard to address any delays and hope to resume to normal service in the coming days.”

A spokeswoman for Santander said: “Last week, we saw a slightly reduced service due to the adverse weather conditions, but we prioritised and completed all the applications that were due for house purchase and remortgage and are pleased to say we are back up and running at full capacity now.”

HSBC said it was within its SLA.

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