IMPORTANT INFORMATION

The Saffron for Intermediaries team are currently experiencing a high number of telephone and email enquiries.

The BDM team are responding to email and calls on the same working day. Can we please ask that you do not duplicate voicemails to the BDM team, this will enable us to come back to you sooner. Many thanks for your patience at his time.

Decision in Prinicple referrals will be looked at within 6 working days.

New and Existing Applications - Our processing and underwriting team are working at 12 working day SLAs due to the high volume of applications we are experiencing.

You are required to provide a full packaged case upon submission of the full mortgage application. Please bear with us and you will recieve and update when your application is being reviewed. Please do not call or email our processing team for an update unless you are outside of this 12 working day timeframe.

This website is for use by intermediaries only

Contact Us

Lines are open Monday to Friday 9AM - 5PM, except Wednesday 9:30AM - 5PM

If you want to talk to us, please use one of the numbers below:

Important Information

To say thank you to our colleagues across the society for their efforts during the Covid-19 pandemic, our branches, head offices and contact centre will be closed on 1 September. Thank you for your understanding.

For new business enquiries:

01799 582 925

email: bdm.enquiries@saffronbs.co.uk

For cases in progress call:

Mortgage Team: 01799 582966

email: mortgage.processing@saffronbs.co.uk

For technical support call:

01799 582966 option 2

Intermediary Mortgage Portal

The Mortgage Portal enables you to select a Saffron mortgage product, request a DIP, submit a full mortgage application and monitor all your clients' cases.

Login to the Intermediary Mortgage Portal:

LOGIN

Register for the Intermediary Mortgage Portal:

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Frequently Asked Questions

For any queries take a look at our FAQs or our Quick Start Guide.

If you still require further help you can contact us on 01799 582966 and select option 2.

News

Customer experience more important than ever before for brokers

Finding the right mortgage is no longer just about getting the numbers right. Customers increasingly want something more personal and tailored to them. Figures have revealed mortgage brokers enjoyed a 23% leap in fees in 2016-2017 as more and more people turn to them for advice 1. This shift towards broker-led deals is further backed up by The Council of Mortgage lenders who reported that two thirds of mortgages are now arranged through brokers2.

The shift towards a more customer-centric experience is impacting the way deals are done – purely transactional arrangements are being replaced by rapid, tailored services with the focus on the client while mortgage lenders are taking a much closer look at their relationship with brokers.

In the battle to acquire clients, it’s clear the lines are being drawn between those who offer a great experience and those who don’t. I firmly believe it’s the brokers that go the extra mile that will grow and thrive.

Why the shift towards customer experience?

There are several reasons why house buyers are gravitating towards brokers, not least of which was the financial crisis of 2007/8. The subsequent tightening of lending criteria, combined with much tougher rules introduced under the Mortgage Market Review is in part responsible for the increasing use of brokers. Clients want clarity and certainty that their application will be successful as well as an expert to steer them through complex legislation.

In addition, the consumer has become more powerful than ever before thanks to the dominance of social media and the internet. Disgruntled customers now have a voice which can be heard by thousands, or even millions of people online. If they don’t like the service they receive, they will post about it and review it for others to see. United Airlines saw $1.4 billion wiped off its share price last year after a video of a passenger being forcibly removed from a plane went viral. Businesses, who don’t focus on customer experience or have customers share their bad experiences online, whether mortgage lenders or otherwise, risk serious financial and brand damage.

First impressions count

Brokers are on the front line when it comes to mortgage applications and they have the power to demystify the process for applicants. How they behave from the start will shape the way the relationship proceeds. Successful brokers know they are there to meet the needs of their clients, explain jargon and make the whole application as smooth as possible. They also know that in order to stand out from the competition they need to differentiate themselves.

As employment patterns become increasingly complex with zero hours contracts, self-employment, and multiple jobs, a broker can act as trusted support – someone who can navigate their way through the many products on the market and identify lenders flexible enough to help.

Improving the mortgage lender/broker relationship

In order for brokers to be able to carry out their job properly they have certain expectations of the lenders they work with. And lenders, if they want to increase market share need to be mindful of the way they interact with brokers.

According to a report by KPMG3 , there are two key things that brokers need from lenders – the ease of dealing with a lender and certainty of decision.

What they don’t want is to go back and forth between client and lender in a long, drawn-out process which aggravates the client and creates a negative experience. They want straightforward advice on the information they need to make an application and they only want to have to ask the client once about it. They also want to be able to conduct deals at speed and get clarity on the lending criteria. At Saffron, we believe that flexibility is key to making this happen.

Is the future really customer-centric?

In short, yes, and there are three essential capabilities lenders and brokers need to develop to deliver improved customer experience.

  • Flexibility to make judgements on complex applications rather than relying on a robo-advice
  • The ability to quickly assess the customer’s circumstances and provide quick decisions on applications
  • A commitment to keep applicants fully informed during the process so that customers are not left frustrated during the stresses of a house move. This includes the ability to communicate in the way the applicants request – whether this is by email, phone, text, live chat, etc…

In 2019 and beyond, both mortgage lenders and brokers need to understand the expectations of the client and how they can best manage them. As customer expectations rise, so must the offerings from lenders, and brokers are an integral part of that.

Source:
1 https://www.thisismoney.co.uk/money/mortgageshome/article-5855849/More-home-buyers-using-mortgage-broker-right-way-go.html
2 https://assets.kpmg.com/content/dam/kpmg/uk/pdf/2018/04/transforming-the-mortgage-broker-experience.pdf
3 https://assets.kpmg.com/content/dam/kpmg/uk/pdf/2018/04/transforming-the-mortgage-broker-experience.pdf

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Best Service from a Mortgage Provider - Moneyfacts Awards 2014