Nationwide and The Mortgage Works (TMW) has launched a service to allow brokers to signal when a new or existing mortgage customer or landlord has “additional support needs”.
The lenders have also brought out a range of extra information and guidance on vulnerable customers, which is on both companies’ intermediary pages.
Brokers can highlight additional support needs by alerting Nationwide or TMW directly about specific needs or they can share it through the Experian Support Hub, which means multiple organisations can be notified about vulnerabilities at the same time.
Customers can share information via the Experian Support Hub, which provides the added benefit of being able to notify a number of organisations about vulnerabilities in one go.
Ian Andrew, Nationwide’s director of intermediary relationships, said: “We know some of our customers and landlords will have vulnerabilities that require tailored support from us, and intermediaries will often be aware of that information first.
“We want to make the process of notifying us as easy as possible for brokers, so they can alert us to any important information needed to support customers, which is why we’re launching this service alongside new in-depth guidance. We know this is something brokers have been asking for and it’s another example of us responding to their feedback.”
Anna is currently the deputy editor for Mortgage Solutions and editor for Specialist Lending Solutions. She has worked as a journalist since 2019, having secured her Gold Standard NCTJ diploma from News Associates in a fast-track six-month course.
She started her career as a report at specialist publication The Insurance Insider covering a wide range of areas before joining Mortgage Solutions and Specialist Lending Solutions in 2021.
In her role, she helps put together and structure the news agenda for the day and writes up press releases, reports, interviews, analyses and exclusives across both titles. She also commissions blogs for Specialist Lending Solutions and hosts online masterclasses and in-person events across the business.
She has been shortlisted for three journalism awards, which include BIBA Journalist and Media Awards Scoop of Year Award in 2020, Headline Money Mortgage Journalist of the Year Award (B2B) in 2022 and 2023.
Prior to being a journalist, Anna worked in ecommerce across Snow + Rock, Cycle Surgery and Runners Need websites, and before that worked at specialist financial PR firm Rostrum.
In her spare time, Anna enjoys reading, seeing live music, and cooking for friends and family. When she gets a chance, she also enjoys hiking, skiing and indoor rock climbing.
