We have launched a new ‘Concierge Service’ for all mortgage applications over £500,000, to provide a much more personalised service that will improve the overall customer experience and application-to-offer timescales. And, from Tuesday 2 August, we will be increasing the maximum loan value for purchases to £10m and for remortgages to £2m.

With larger loans, because there are often more intricate and complex issues to address, we felt it would be better to have a single point of contact who would oversee the mortgage application’s progress from start to finish.

So, with this new service, you will be assigned a Concierge Manager for each mortgage application submitted for over £500,000. They will oversee the progress of each case through the application process from submission of the initial application to the point when the first direct debit payment is taken. They’ll also provide you with regular updates. We have been trialling this service for the past few months and it has been well received by those brokers who have used it so I am delighted that we are now able to make this available to you.

Here’s an outline of how the service works:

  • Initial contact commences with a welcome phone call from the Concierge Manager to cover any additional information required and to provide you with an outline of the next steps.
  • You will also receive an email from the Concierge Manager informing you of the Mortgage Reference Number and their contact details, so that the broker can contact them directly with any questions you might have on the case.
  • The Concierge Manager makes sure that each application is packaged correctly, that underwriting is completed and will instruct the valuation.
  • The Concierge Manager will facilitate the resolution of any issues that arise during the process and keep you updated throughout.

So, once you submit an application for more than £500,000 on behalf of one of your customers, your dedicated Concierge Manager will take responsibility for seeing it through to completion.

I am sure that you’ll find this to be a very valuable service. If you have any questions please do not hesitate to call your NatWest BDM or use our dedicated instant messaging service LiveTALK.

Many thanks

 

Dave Toulson

Senior Corporate Account Manager

NatWest Intermediary Solutions