Welcome to the Skipton Intermediaries Forum
Your feedback is important to us. Please see the latest broker comments and our responses.
Subject: Extremely grateful applicant
Date: 25 November 2008
I had a really complicated case a couple of months ago and no other BDM gave me the time or the help to try and place this. Skipton BDM Tina Bowles helped me with everything – it was a large case and also for a well known TV personality. Thanks to Tina, the case has now completed and the applicant is extremely grateful.
I have used the Skipton for over 12 years and will continue to do so
Thanks
Jill Wilkinson
Bridgfords Countrywide
It is great to hear from a broker who has used us for many years. Our success is built on service, flexibility and strong business relationships. I am not at all surprised that Tina went the extra mile to support you with this case and it wasn't just because it was a celebrity! Many thanks for your kind comments.
Subject: The most user friendly on-line application form on the market
Date: 11 November 2008
Having not used the Skipton for quite a while, I phoned John Dalton (ISM) to discuss a case. He arranged to visit me, and during his visit I registered to use the on-line service. On Thursday I input my first case – and have to say I found it the most user friendly on-line application form on the market. It was extremely straightforward, and I completed it in minutes – unlike many lenders that I have used on numerous occasions, and still find odd quirks to their systems. I applied for a tracker mortgage just minutes before the Bank of England reduced rates, and trackers were withdrawn. Almost immediately, I had a call from Louise to ask a couple of questions. I then faxed a P60 and payslip over, and she called me back to confirm receipt. Soon after, Louise called me to say the declaration was needed by close of business, but if I was unable to scan it, the product would be held until Monday, as long as I could post the declaration the following morning. I managed to see the client to have the declaration signed that evening, scanned it over and received the Mortgage Offer in the post on Saturday. If only it was always so simple.
Thank you Skipton, in particular Louise and John for the fantastic service. My client was amazed at the speed and perhaps other lenders could take a leaf out of your book, and go the extra mile to help brokers in these difficult times.
Thank you very much for your comments, they are really appreciated. We have been patiently waiting for our own online proposition and the overriding driver was to make sure it was one of the best facilities available and straight forward to use, therefore making the process as efficient as we could for both broker and client. Having read your message and others we have received we have gone a long way to achieving those objectives. We have further improvements in the pipeline and I trust that this will further differentiate the Skipton service available to you and your clients. Whilst rate and product are important, service also has a strong bearing on our business.
Subject: Top notch service
Date: 24 October 2008
I just want to say that the service I received from all at Skipton recently was incredible.
I am the MD of a 9 RI firm and personally now avoid mortgages. An existing client required mortgage finance and with dread I started the process. I obtained the illustration from Prospector, spoke to Julie Baker who confirmed the deal was available and offered any help required. I applied online, the system was extremely easy, then uploaded scanned documents, P60's etc, it’s brilliant. I am now waiting for the offer, all in the space of a few days. Craig in UW was superb and could not help enough. If arranging mortgage finance was always dealt with like this I would get over my phobia. Thank you Julie and Craig
Top notch service
Best regards
John Davison
Thank you for your comments.
We strive to make the process as straight forward as possible both for Intermediaries and the end borrower. Now with our own eMortgage proposition we have been able to take the service to a greater level with further improvements in the pipeline.
Thank you again
Subject: A pleasure to deal with
Date: 17 October 2008
Just a note to advise of the excellent service I have received recently received from Skipton. Tracy Moore has been a great help, efficient, and excellent with communication, a pleasure to deal with. The online system was user friendly too.
Many thanks
Matthew Cunnell
Director
Anglo-Celtic Financial Consultants Ltd.
Thank you for your feedback.
In this market it is important that we do ensure we are available to you and your colleagues within the industry, both via ISM/BDM's and critically the underwriting staff such as Tracey.
Thanks again.
Subject: Unhappy broker
Date: 15 October 2008
I have just read all the feedback on the website from brokers and have to say that up until a few months ago I would have known that they were talking about the Skipton as they have always been one of my favourite lenders.
I am becoming increasingly frustrated though with the 'computer says no' culture that seems to be growing. I have had two cases now where I was concerned whether they would fit the criteria so have rung through and talked to someone about them first - both only to be declined on full application because of the reasons for my initial concerns. I appreciate that lending criteria has to toughen up in the current market but please don't lose the thing Skipton have always been brilliant at which is taking every case on its own merit and looking for ways to help the brokers by placing the case.
Rebecca Baker
Connells
Thank you for your feedback. I think this is very apt comment in the current climate and I can fully understand your frustration.
Whilst we cannot discuss specific cases on this forum, we are experiencing a significant change in our mutual market and marginal cases are being declined now, when we may have proceeded with them in the past.
The issue you have raised here is how do we view those marginal cases and your interpretation that the "computer says no" is becoming more prevalent.
It is a fact that credit scoring does give us (and other lenders) a strong indication of whether we wish to proceed with a case or not. So this computer generated information is a tool we use to help us arrive at a lending decision. The other fact is that in the current climate it is far less likely that we (or other lenders) will override this key indicator than we have in the past. So the perception will be that we are saying no to more cases due to credit score. That is a fact based upon the current environment we are all working in. We should still be able to indicate to you on most occasions the underlying reason why the case is being declined.
However we do still retain the ability to look at individual cases upon their own merits and where we feel justified proceed on a case outside of our basic criteria. Although this is occurring less often than you are used to, I would still advocate that you maintain a close relationship with both your Intermediary Sales Manager and your Underwriter as they are the two people who are able to offer guidance for those marginal cases. In addition we have a swift electronic DIP/AIP facility and this can sometimes help you with those marginal cases.
We do have a mutual interest in getting your client from enquiry to completion as efficiently and effectively as possible. So we will continue to strive to help you and your clients.
Subject: It’s not all doom and gloom out there
Date: 1 October 2008
Thursday:
Notification of rate changes
Friday:
Call Teresa Fraser (BDM) who offers sound advice regarding submission.
Run round; get application signed with relevant documents and post to Skipton
Monday a.m.:
Notification of safe receipt from Skipton
Tuesday a.m.:
Notification that nothing else required from Underwriter
Tuesday p.m.:
Call from Teresa saying that the offer is being issued. Report to happy customer.
Thank you Skipton, Thank you Teresa, Great work.
Alan Denman
Accordia Financial Services Group
What fantastic feedback. We know we are in challenging times and having to withdraw products at short notice which creates its own stresses for all of us involved. However if we do receive the fully packaged application we have a service that is designed to cater for you and your clients needs and I hope this becomes the norm in the service you experience from Skipton.
The bottom line is that if we receive the case fully packaged, we are able to provide you and your client with the service you want.
Thank you for your help and your support.
Subject: Dual pricing
Date: 24 September 2008
Extremely disappointed to see that brokers are not being offered remotely the same sort of deals that are made available direct, i.e. Skipton Direct, purchase, fixed at 5.89%, 90% LTV. Nearest broker deal: 6.34% fixed for 7 years, 90% LTV.
Thanks
Brian Hill
Independent Mortgage Adviser
Whilst I appreciate that dual pricing is a hot topic at the moment, at Skipton Intermediaries we have not offered a 2 year fixed rate product for over 5 years and do not see ourselves in direct competition with our Branch Network. Some of the products offered by our Branches also carry a non-refundable upfront fee which is something we do not ask of our intermediaries.
At the same time we do offer a range of exclusive products to our supporting brokers which are not available to the whole of market.
Intermediaries matter to us and although we will never keep everyone happy we do go the extra mile to build good relationships and support our brokers.
Many thanks for your comments
Subject: Impressive online system
Date: 23 September 2008
I am very impressed with your new online system, especially the upload facility. Shortly after uploading the documents an offer was produced. No missing faxes, no missing post. Fantastic
Regards
Sally Macpherson - Director
Mendip Financial Services Ltd
Thank you very much for your comments. After much hard work we are extremely pleased with our NEW e-Mortgage system - it is proving popular, easy to use and adding value to not only the Intermediary and ourselves, but most importantly the borrower(s). Needless to say we are still working on other related aspects to further improve the system for you and your clients.
Subject: Excellent new online system
Date: 22 September 2008
I have just put my first full case through the new online system and it’s fantastic, it works like a finely tuned race car. Excellent work Skipton - the scan and upload facility is brilliant.
Regards
Michael Feeney
Mortgage Consultant
Many thanks for your excellent feedback. We are delighted that our months of hard work within all the departments involved has paid off, and that we are now delivering a system that meets both brokers and our expectations
Subject: New e-mortgage system quick and simple to use
Date: 15 September 2008
If you have not yet registered with Skipton's online system this is to let you know that it is very quick and simple to do and I have obtained my first KFI from the system with no difficulties. I hope the online DIP and application are as simple and quick to use. Dave Edgeler has been very helpful in giving information on the system so if you need help try him.
Thanks
Sue
Cliff Financial Services
After months of hard work it is fantastic to receive good feedback on our new e-mortgage system. We have had brokers testing the system for us before launch and all our Intermediary Sales Managers are fully trained and competency tested to ensure that we can offer a great proposition to the market. Many thanks for your comments.
Subject: Going that extra mile
Date: 11 September 2008
I just wanted to say a big thank you to Skipton about a mortgage that has been offered today. I submitted the case on your on-line system on Monday 8 September and it was offered on Thursday 11 September.
I won’t bore you with all the background to the case, but it’s safe to say that my client would have lost the proposed purchase if Skipton hadn’t come up with the goods.
In particular, I want to thank Jon Rawley, your BDM, for his help, assistance and advice on the case before I submitted it. My job would be so much easier if all BDM’s around the lender community were like Jon. Also, praise goes to Ryan O’Keith, who underwrote the case so quickly after submission.
Finally, the biggest thank you of all goes to Sarah Williams who processed the case. I posted the hard copies of the application form by guaranteed delivery which should have arrived with the processing unit before 9am. However, they hadn’t arrived with Sarah by the afternoon and she went the extra mile by looking for them herself in Skipton’s post room – Sarah, thank you so much. I don’t know if you really appreciate the impact on my client regarding what you have done but, if they were near you right now, they’d be throwing their arms around you in joy.
Regards
Steve Aindow
Openwork Limited
Thank you for your comments. We have been planning for two years to bring a top quality online mortgage proposition to the Intermediary market. It is therefore good to here that it does what you want it to do.
What helps make it successful is the complimentary services of an efficient adviser (you), Sales Manager (Jon) and underwriter (Ryan). So thank you for submitting the case and I know Jon, Ryan and Sarah will be appreciative of your feedback.
Subject: Effective team work and communication
Date: 3 September 2008
I would just like to provide feedback to Skipton about a couple of what I believe to be very important factors;
1. The business relationship that I share with Dave Edgeler and Jackie Didcock is truly excellent at this time. I am the first to moan when things don’t go too well, however it is also important to feedback positive aspects of our job.
2. I have recently found the product range to be extremely competitive in the lower loan-to-value market. Only last week I completed a case in only 3 weeks. The application was signed on 12 August and we completed on 2 September. This was a combination of effective team work and communication
Thanks Skipton, keep up the positive work it is really appreciated.
Steve Marr
S & M Mortgage and Investments Limited
As a broker who has dealt with Skipton Intermediaries for many years it is brilliant to hear your complimentary comments. In these changing times it is those Intermediary Sales Managers & Lenders that adapt quickly and are still prepared to go the extra mile that will gain the business.
Our Intermediaries are important to us and we look forward to continuing the great working relationship we have with yourself and others.
Many thanks for your comments.
Subject: Fabulous Staff
Date: 28 August 2008
Just a note to say how impressed we have been with the service we have received from your underwriters and Matthew Lloyd our BDM. They are always so helpful and efficient
Thanks very much.
Katie Purton
Thank you very much for your feedback. It does mean a lot to both our sales force and the underwriting staff. The challenge for us is to maintain and improve the service to achieve the common goals both you as an Intermediary and us as the lender demand. Thank you again.
Subject: Excellent service from Skipton Building Society
Date: 22 August 2008
I am writing to congratulate Skipton Building Society on the manner in which it has successfully arranged and completed a mortgage for some very grateful clients of mine.
The clients had some bridging finance arranged by myself to help them convert and renovate their home in London. There were one or two issues around their credit, but nothing too serious. This meant most "computer based" lenders would not consider them because "the computer said no!"
The loan amount was approximately £750,000.00 and the bridging company were sitting pretty rolling up interest. If the clients could not have refinanced it, they would have carried on rolling up interest until all the equity in the house had gone and then probably have sold the house at auction.
The escape route to remortgage the clients away from a bridging company had closed its doors due to the credit crunch. Nobody was prepared to lend the amount of money that was required. More importantly nobody would listen. I knew if I could get a lender to look at the case, then I was always sure we could successfully complete a mortgage.
With the clock ticking, I rang Paul Roberts, Intermediary Business Manager for Skipton Building Society in Leeds, who was prepared at 24 hours notice to come to my office and sit with me, whilst looking through the case. He liked it sufficiently to take it to his Head of Lending who agreed it in principle, (subject to valuation), that Skipton would lend.
My clients could not believe this. The case completed four weeks from Paul's initial meeting with me in my office. We had been trying to place this case for four months.
I know of no other lender that could have or was prepared to react in this way. I wouldn't hesitate to recommend Skipton Building Society to any of my colleagues within the Openwork Network, who want a lender that is prepared to take a view and have a common sense discussion about a client rather than just a computerised decision.
Thank you Skipton and thank you Paul.
Regards
Howard Kristall
I am delighted that we have been able to assist you and your clients by accepting this case, processing and completing it so quickly. One of our many unique selling points is that we review each case on an individual basis and try and find a reason to lend, rather than be a computer based business prevention unit.
It doesn't surprise me that Paul went out of his way to assist you with this application and it is his experience and knowledge that enabled him to put a successful justification to the Head of Lending.
Subject: Worthy of a gold medal
Date: 18 August 2008
Having dealt with you for a number of years now, I am writing to congratulate you in this ‘Olympic Year’ for breaking a personal record. I submitted an application on-line at 2.36pm and was contacted at 3.30pm to be told all was accepted and the case would be offered. All this in less than an hour .If signed documents had been at your office at the time the whole process would have been completed in under the hour. Well done indeed. Well worth a gold.
Many thanks
Richard de Prieelle
Many thanks for your comments. This is another great example of how the online system is working, with a full system now live we could not only be beating personal bests but going for world records.
Subject: Fantastic service
Date: 5 August 2008
I just wanted to congratulate Skipton following the excellent service I received on submitting my first case. The case was posted on the 17 of July and I received a phone call and fax on 18 July to confirm receipt. I cannot remember the last time any lender contacted me with an update, never mind so quickly. An employer’s reference was requested and even allowing for the delay in the employer's response, an offer was received on 25 July.
Well done on such a fantastic service and I look forward to dealing with you again in the future.
Kind regards,
Fiona McHugh
Thank you for the excellent comments which are greatly appreciated, this is a great example of how the interim online system seems to be working. I feel the launch of the full web solution will enhance the offering even more.
Subject: Professional and friendly
Date: 1 August 2008
Just a quick note to say what a pleasure it has been doing business with Skipton so far! The people I have dealt with - John Dalton and Julie Baker - have been excellent. They have been flexible in their approach to business, they have been reachable to discuss issues and they have handled everything in a professional and yet friendly manner. The fact that they are available on free phone numbers and return calls has been the icing on the cake! Keep up the good work.
Looking forward to doing more business with Skipton
Ernest Kapaya
Thank you for your comments. Whilst we strive to provide you and your industry colleagues with the service you want through the Sales Managers and H/O, forums like this are essential to us. The example you quote regarding the free phone number was generated from just such feedback. Thank you once again for your compliment and we will continue to strive to improve our service and listen to what the Intermediary Market needs.
Subject: Always happy to help
Date: 28 July 2008
I recently used Skipton for the first time and was very impressed with the service you provided to both me and my client, especially from my Skipton Business Development Manager Teresa Fraser. Teresa was such a great help and I was able to contact her on all occasions and she was happy to come into my office when I needed her to.
I had a very pleasant experience using Skipton and will definitely use them again in the future.
Kind Regards
Lydia Beckham
Particularly in the current market your comments are very much appreciated. I know how much commitment Teresa shows along with the other members of the ISM team nationally. We certainly want to make sure we are very visible and continue to strengthen our relationships in the business. Business may be challenging but we want to rise to the challenge and improve.
Subject: Excellent access to Underwriters
Date: 24 July 2008
Having recently used Skipton for the first time, I was really impressed not only by how quickly the mortgage offer was produced, but also the accessibility of the Underwriters. It was refreshing to be able to have a conversation with them rather than experiencing the 'Computer Says No' syndrome, (often encountered with other lenders)
It was good to have the Underwriter seemingly trying to help resolve problems rather than 'creating them', thanks Tracy!
Would definitely use Skipton again!
Regards
Robert Reynolds
Thank you for your comments. It is good to see our efforts recognised as we do try to differentiate ourselves on service and relationship. We make both the Intermediary Sales Managers and Underwriters available to you and your colleagues at the sharp end and endeavour to make it easy to contact us i.e. free phone contact numbers. In addition I know we are working hard to further improve our service to you.
Thank you for your support.
Subject: Absolutely marvellous
Date: 28 June 2008
With market conditions being as bad as they are I just felt I had to share my experience of dealing with the Skipton Intermediaries. Craig Beattie is my BDM and he is always on hand to answer questions or to run a case by him. I must admit that if Craig was not as good as he is then I would not have considered using the Skipton. I placed a case with you 3 days ago and Craig phoned to say that he would take control and make sure everything would run smoothly. Low and behold I came into the office this morning to find the offer lying on my desk. What can I say apart from absolutely marvellous and my thanks to Craig.
Keep up the good work.
Regards
Maryann Vaughan
We are very proud of our unique service which allows brokers direct access to our highly trained and approachable underwriters. As Intermediary Sales Managers we could not function without the valuable support we receive from the mortgage service centre and we work closely as a team to deliver great service to our brokers.
Thank you for your kind comments.
Subject: Breath of fresh air
Date: 27 June 2008
We have just had our regular appointment with our Skipton Intermediaries BDM Lucy Stamford, and I just wanted to let you know what a great employee you have!
Lucy spent time with us today to demonstrate the online DIP facility and brought a breath of fresh air in to the office. She displayed, as always, her professionalism, good humour and zest for her role as a BDM. This makes a refreshing change in what is currently a difficult market with an increasing undercurrent of negativity and "doom and gloom" everywhere you look.
Lucy is one of the few BDM's out there who makes the effort to visit us frequently and provide criteria and product updates in person. She is always prompt and helpful with any queries or problems we may have and has impressed us with her ability to resolve any issues that may occur with our Skipton applications.
Thank you Lucy, for your enthusiasm and support. Long may our business relationship continue!
Steve Foster & Rob Fraser
It is heart warming to receive such a glowing report about one of our ISMs. I am not surprised by your comments about Lucy, her enthusiasm and professionalism always shine through and even in these difficult times she remains positive. We pride ourselves at Skipton Intermediaries on the effort we make to build and maintain relationships with our brokers.
Well done to Lucy, thank you Steve and Rob for your comments.
Subject: A credit to Skipton Intermediaries
Date: 25 June 2008
I would like to praise Julie Pennington the BDM for the Durham area. This is for the professional, courteous and helpful way she conducts herself on a regular basis. Recently I had a problem with a broker fee which had not been administered correctly. Julie made some enquiries, resolved the issue, and reported back to me in the given time scales she set. She didn’t over promise anything, but certainly over delivered. Thanks very much to her. She is a credit to the Skipton Intermediaries.
Kind Regards
Devin Mcmanus
Many thanks for your comments. It is fantastic that Julie, who recently joined the ISM Team from the Branch network, is making such a good impression with her brokers. Her enthusiasm and positive 'can do' attitude is bringing her success as an individual as well making a difference to her business contacts.
She is an inspiration to us all.
Subject: Excellent service
Date: 20 June 2008
Hi,
Just a brief email to let you know that the whole process with yourselves and the solicitors used for in-house conveyancing has been the most slick and efficient that we have used in a very long time. Sometimes the lender can be good (not often) and the solicitors not so good. In this case, both were excellent.
Regards
Peter Talbot
Subject: Continued help and support
Date: 11 June 2008
I recently sent an application to Skipton Intermediaries and I received an offer a few days later. This is once again fantastic service from Skipton and many thanks to Craig Beattie for your continued help and support, you are a star man.
To the Skipton management, please continue to support quality business with quality rates.
Thanks,
Stuart Mitchell
I am delighted that you have experienced the excellent service standards that we at Skipton Intermediaries pride ourselves on. It shows that working together, our dedicated underwriters and Intermediary Sales Managers can deliver as promised. I know that Craig is committed to his business and always goes the extra mile to support his brokers.
We will endeavour to offer quality rates to our supporting brokers whilst taking account of market conditions and business levels.
Many thanks for your comments
Subject: Good feedback
Date: 23 May 2008
Just a quick note to say how good I think the new online Decision in Principal system is. My BDM, Craig Beattie, emailed the site address to me and within a few minutes of going on to the system, the DIP was done. I look forward to the full system when it becomes available.
Regards
John Donaldson
Subject: Different from other lenders
Date: 12 May 2008
I was recently included in the broker testing for the new intermediary online application process. I was delighted to be asked as I have placed business with Skipton on a regular basis for many years.
I find the products competitive, the Head Office staff helpful and the BDM's (currently Dave Edgeler, but previously Paul Roberts and Jackie Didcock) knowledgeable about not only their own product range but that of their competitors and the marketplace.
It's always a pleasurable experience dealing with Skipton, something I couldn't say about all lenders!
Helen Lord
Advantage Mortgage Solutions
Long term business relationships are important to us, especially in the current economic climate. We believe in adding value to broker's business by sharing our knowledge and experience. As an innovative Building Society we also welcome broker's views and opinions, this is why we asked selected brokers who have supported us to pilot the new on-line system. It has been great to receive such positive feedback and we will be using some suggestions from those on the pilot to tweak the full on-line proposition due to be launched very soon.
Many thanks for your comments
Subject: Excellent Service
Date: 18 April 2008
In the current mortgage climate, it is very refreshing to have a mortgage offer land on my desk just 5 working days after it was submitted via MTE...Thank you! Also thanks to my BDM Dave Edgeler, who said it could be done and has always made himself available for help and guidance during the current market difficulties.
Peter Wood
Mortgage Services Consultant
We understand that in the current mortgage climate, brokers are often frustrated by the lack of support from BDMs. I am delighted that you have received not only the support we would expect from one of our Intermediary Sales Managers but you have also experienced our award winning service. Your positive comments are much appreciated.
Subject: Fantastic Support
Date: 10 March 2008
I would like to thank Craig Beattie at Skipton Intermediaries for his fantastic support and service recently. It was announced late last week that Amber were pulling rates and I had an urgent application in place but my client could not come to sign the application until Saturday morning and rates ended at close of business Monday! It took Craig two and a half hours to battle through the snow to get to my office to assist but he promised and delivered big style.
Many thanks again
John Nicoll FPC, MAQ
Mortgage Services Manager
This is yet another example of Craig going the extra mile to deliver great service. I am delighted that his passion and enthusiasm continues to make him stand out from other BDMs. Many thanks for your comments.