Leeds Building Society Service Improvements
We are firmly committed to delivering outstanding customer service at Leeds Building Society and have recently carried out a review of our mortgage underwriting. Following this review, we have made a number of service improvements detailed below which will take effect from 17 August 2013 and will apply to all new mortgage applications from that date;
Revised standard documentation requirements – we have carried out analysis on the types of documentation being requested by our underwriters beyond minimum documentation. We have also listened to your feedback, stating that you wanted more clarification on the list of documents required up front. As a result we have revised our standard documentation requirements, to make it clearer which documents are needed. This will reduce the amount of documentation being requested after submission and help reduce the turnaround time to offer.
Helpful Submission Document - The revised documentation requirements have been combined with a helpful submission checklist, which acts as a reminder of the documents required, to make the process simpler and quicker. This should be completed and returned to us with the submitted documents, noting any requirements that are not applicable to the individual case.
Certified Documents – Our review has highlighted that documents sent to the Society are often returned as unacceptable because they have not been correctly certified. As a result, we have taken the opportunity to combine the ability to certify documents submitted with the checklist, which will help to speed up processing and reduce the occurrence of returning unacceptable documents.
Segmental lending documentation guides - We have also updated our submission standards, for buy to let and shared ownership lending, these helpful guides make the documentation we require for each lending segment clearer.
Recruitment – We have continued to invest in our people to ensure we have the right staffing levels to cope with business demand and have increased our team size by 15% from the start of the year. This includes recruiting experienced underwriter resource.
Remortgage Conveyancing Service – We have reviewed our conveyancing service for Remortgage applications and having gone through a thorough process of due diligence at the start of the year, are pleased to confirm the appointment of Optima Legal, as our chosen supplier to provide the Society’s Remortgage service.
Please ensure that you take a few minutes to familiarise yourselves with our new requirements which take effect on 17 August 2013. Your co-operation will help us to deliver an improved service. The links to view the documentation requirements for standard residential, buy to let and shared ownership applications are below.