The difference between involvement and commitment

They say, ‘success is never accidental’.

A great example of this is Martina Navratilova, a Czech-American tennis player and the only player ever to win six consecutive Wimbledon titles.

At TSB, we’re hoping to match that success with our sixth consecutive (1) Financial Adviser Five-Star Service Award for Mortgages – and we know it would be no accident to achieve this.

Having recently celebrated our 10-year anniversary as an Intermediary lender, we reflected on our very first year, back in 2015, when we won this award in the Mortgage Provider category. And in the nine years that followed, providing brokers with award-winning service is still at the heart of everything we do. This includes:

• Our twenty seven field-based Business Development Managers being committed to return calls within three working hours.

• Our Regional Case Management teams together with our dedicated New Build and Self-Employed teams commit to assess documents within 48 hours.
• Where a case is referred before 3PM, our Underwriters are committed to return calls on the same day. 

• And for loans between £750,000 and £2,000,000, our Underwriters will talk you through your case prior to submitting a Decision in Principle, to give you an indication of whether the case is suitable and what documents you’ll need to support the application.

And our committed service means we continue to build strong and lasting relationships with brokers:

In a recent Mortgage Intermediaries Satisfaction Survey (2), 100% of respondents said, “They find it easy to get hold of their TSB Business Development Manager”. And two thirds of brokers now rank us in their top three lenders in terms of service. But most importantly, our broker net trust score is now 94%.

This was no accident. We continue to innovate. So far this year, we’ve:

• Introduced a new Concessionary Purchase option of a minimum 5% discount of the market value, with a minimum 5% deposit. This applies to both applicants purchasing from an immediate family member, or a sitting tenant purchasing from their landlord. 

• Reduced the income threshold for our maximum loan to income of 5.5 x income to £75,000 for our mainstream Residential lending.

• Increased our maximum loan to value for Residential New Build houses and bungalows to 95%. We’ve also increased our maximum loan to value for Shared Ownership houses and bungalow purchases to 95% of the customer share.

• Removed our minimum income requirement for Buy to Let applications, together with reducing the Interest Cover Ratio (ICR) by up to 1%.

And there’s plenty more to come.

So, to quote Martina, “The difference between involvement and commitment is like ham and eggs. The chicken is involved; the pig is committed”.

At TSB, we are fully committed to you, our brokers, and we would be honoured to be nominated by you for a sixth Financial Adviser Five-Star Service Award in the Mortgage Provider category this year. Voting opens from Monday 2 June until Monday 30 June.

Thank you in advance for your continued support, please click here to make your nomination.

 

1. FT Adviser - www.ftadviser.com
2. Mortgage Intermediaries Satisfaction Survey