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Hi Gazza
Thanks for taking the time to respond.
I totally agree on the further advance front - I do think brokers should be able to process them - even more so with the focus on green. We did a broker pilot I believe before I joined Santander but interestingly the take up was minimal and when discussed with a range of brokers it wasn't seen as a huge priority. Its certainly back on the radar and something I absolutely support.
Over service levels were consistently good last year (yes I acknowledge business was lower!) with only a week or so where service slipped due to receiving several weeks in one day. We are well set up to improve on speed this year.
I would also agree some questions can go! The improvements I mentioned on systems will look to tackle this too. Certainly in the pipeline for this year.
If having a nerve means encouraging feedback and not hiding and genuinely wanting to bring positive change on the back of that feedback - then yes I have a lot!
I know we haven't always got it right (show me a lender that has!) but this is us recognising that and actively making massive improvements.
AJ
