Repossession sales
Repossession Sales is the largest part of our business acting on behalf of banks, building societies and other mortgage lenders. We offer a fully managed end to end solution from pre-possession to completion. We work closely with our client's to identify their individual needs in order to deliver a truly bespoke service.
Our aim is to provide a quality advice based service ensuring that by driving marketing activity we can achieve the best possible price in the shortest possible time. We always act in the clients best interests whilst recognising the obligations to the defaulting borrower.
We deliver this standard of service through our continual focus on the four cornerstones of our proposition:
- Our Service Delivery
- Our Reporting
- Our Marketing and Communications
- Our People
1. Our Service Delivery
- Agent management - we consider this to be a paramount requirement. Each and every week the agents are challenged to ensure they are committed to a programme of positive marketing
- Contractor management - the performance of contractors is closely managed through a programme of checks and reviews to ensure that they meet their service level agreements. We work closely with lenders to develop the most suitable service specifications
- All calls recorded - invaluable for both training and development purposes and also for any cases requiring audit
- Speed of call answering - calls are constantly monitored to ensure we maintain our high standards of customer service
- Detailed audit trails - giving the client transparency and complete peace of mind
2. Our Reporting
- Market leading technology - truly bespoke Information Technology systems developed in conjunction with our clients and aligned to their individual requirements. We have made significant investment in this area continually focussing on how we can deliver the quickest possible sales
- Tailored reporting - designed to satisfy a diverse range of client requirements
- Consolidated monthly reporting - enabling you the client to make decisions in a timely manner
- Review Meetings - agree specific review mechanisms that range from monitoring of the overall performance down to the proactive management of individual exception cases
3. Our Marketing and Communications
- Proactive marketing - we are constantly looking for ideas to help drive a quick sale and pride ourselves on interrogating the information provided by agents and surveyors so that we can make positive recommendations to maximise interest in each property
- Agent Selection - the choice of agent is dictated by factors including their proximity to the property, their local knowledge and their market segmentation being in line with the type of property to be sold. The marketing strategy must include a presence on the major property portals and regular adverts in the most appropriate newspapers
- Weekly agent contact - as a minimum we review the detail to ensure effective marketing and to monitor activity
- Online agent forms - no more letters or faxes meaning guaranteed delivery of forms, improving both accuracy and speed of delivery
- Online surveyor appointment - appointments made prior to repossession of the property assist in driving down the time to market
4. Our People
- Performance Management - the way we reward our people is aligned to our individual client requirements meaning they are fully focused on that customers account
- Our Staff - our staff are loyal, motivated and well trained. They report to a management team with many years' of experience between them, in areas such as Estate Agency, direct Asset Management and Call Centre Management
- Dedicated Resource - staff are designated to specific client accounts and will proactively build relationships with their own client teams
- Case Ownership - staff will have case ownership ensuring continuity of service to the client
- Case loads - with market leading technology we can maximise the output of our teams but we are always balancing workloads to ensure the service standards are maintained
