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Nationwide BS launches case management pilot for new build cases

  • 15/04/2019
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Nationwide BS launches case management pilot for new build cases
Nationwide Building Society has launched a new system for intermediaries to manage all new build cases via an amended case ownership model for submitted mortgage applications.


All cases will be managed by a single new build specialist, from initial vetting through to offer.

Although still in the trial stage, the new case management model has already led to reductions in the need to escalate cases, a shorter time taken to offer as a result of the simplified approach, and a more personalised service.

Andy Dean, head of intermediary support and new build, said these cases will be managed and reviewed by one person, meaning that the time to vet and assess documents received from the broker will be reduced.

He added: “The pilot is already receiving positive feedback, with fewer escalations needed and offers being issued more quickly.

“We are already providing a good service, but we have listened to intermediary feedback and as a result we have launched a service to enhance and improve a process that would be dedicated to new build.”


Brokers’ feedback

Brokers involved in the pilot have given positive feedback to the new process.

Terry Higgins, managing director of New Homes Mortgage Helpline, said: “This is really positive news from Nationwide. They’ve got a strong standing in the new build sector and already offer good levels of service, so it’s great to see their determination to build on this and reassuring to know that our customers will be supported by case owners that specialise in new build.”

Greg Cunnington, director of lender relationships and new homes for Alexander Hall, said that Nationwide has shown continuous support for the new build market.

He added: “The service support from their internal new build department has been well received by intermediaries, showing an understanding of the speed and certainty that the new build market requires.

“The move to case ownership is a great new addition to the existing strong levels of support. This will lead to reduced times to offer and having the ability to discuss escalation requirements, which will come up with new build, with a ring-fenced support team for immediate action is a significant move that our advisers feel will have huge benefits to their new build business.”


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