THE VOICE OF THE INDUSTRY SINCE 1869
CML annual conference and exhibition preview
After the storm
Weathering change in the
UK mortgage market
Tuesday 2nd December 2008, Old Billingsgate, London
You’ll need more than
this to attract & retain
the right customers
in mortgage sales & originations technology
Do you know... Do you know...
Who your most risky customers are? Which customers are ripe for cross selling?
Which customers are shopping around? How to get the most out of every sale?
How to retain customers more profitably? How to optimise individual customer pricing?
We do! We do!
N4Solutions To find out more, please call Gary Muchmore on 01285 852200 n4s.co.uk
An Experian company
Time for reflection
Perhaps the first comment to delegates at this year’s Council of Mortgage
Lenders conference should be a “well done for surviving”! This has been one
of the most traumatic years in living memory for the mortgage market, and
the industry has undergone dramatic changes.
This year’s event comes at a critical time for the mortgage industry, and
the content of the conference reflects that. Leaders in the industry will speak
about their experiences of the past couple of years and explain their visions
for the market going forward. CONTENTS
The quality of speakers is, as always, of the highest calibre. One highlights
is Vince Cable, who has been lauded for predicting global financial problems
and highlighting innovative and effective solutions - many of which have
been taken on by his counterparts across the political spectrum. 4 CML Welcome
The Council of Mortgage Lenders
There are also representatives of the Financial Services Authority, experts welcomes you to the CML Annual
from leading research organisations, specialists in increasing business and, of Conference 2008 and picks out some
of the highlights of this year’s event
course, leading figures within the mortgage industry all keen to pass on their
knowledge and experience. 5 The Venue
The format of the conference enables you to tailor your own programme, Whichever method of transport you
are using to head to the conference,
designed around your specific interests and requirements. There will be
here are the routes to the venue at
plenty of opportunities for networking too, which will give you the chance to Old Billingsgate Market
discuss individually the issues that matter to you, and hopefully build your
6 Holding firm
The mortgage market has been
There are also plenty of chances to enjoy yourself with the famous CML through a turbulent year, reports Ben
Dinner giving you the chance to mingle with the great and the good of the Wilkie, who picks out the main stories
of the year
mortgage industry. For more information on this, and the rest of the event,
visit www.cml-conference.com 10 Attracting and retaining
Ben Wilkie, the right customers
Andrew Levers at N4 examines
attraction and retention strategies for
13 Conference programme
A comprehensive, in depth guide
to all the sessions, seminars and
round table discussions. See who is
Editor Managing Director Cost
Ben Wilkie Kevin Crook £60.00 pa (UK) speaking, with details of the topics
firstname.lastname@example.org email@example.com £84.00 pa (abroad) and themes they will be exploring
Publisher 020 8253 4600 £5.00 single copy (UK)
£7.00 single copy (abroad) 18
All prices include postage After the rigours of the day, members
020 8253 4608 Head Office and their guests can unwind during
Business Development Metropolis Business Publishing Mortgage Finance Gazette published
Manager 6th Floor by Metropolis Business Publishing, the eveing at the CML annual dinner
part of Metropolis International
Mike Mortimore Davis House Group Ltd.
firstname.lastname@example.org 2 Robert Street
Any views or opinions expressed in
20 Exhibitor list
020 8253 8602 Croydon, CR0 1QQ
Tel: 020 8253 8600
this magazine are solely those of Details of exhibitors and sponsors and
Design & Production the author and do not necessarily
Felix Blakeston Fax: 020 8253 8380 represent those of Metropolis Business where to find them
Marketing and Events Alliance Media
Sarah Lemm email@example.com
firstname.lastname@example.org 020 8950 9117
020 8253 8392
CML Conference 2008 www.mfgonline.co.uk y MortgageFinanceGazette 3
Welcome to the 2008
CML annual conference
hat an extraordinary for some of the key issues in the UK z Concurrent breakout sessions to cover
year. Many months today – the future scale and scope of a range of practical issues, including
ago, when we chose home-ownership; consumer aspirations in depth sessions looking at funding,
“After the storm” and the extent to which it will be pos- organisational strategy, high perform-
as the title of this sible to meet them; financial exclusion; ance team management in the credit
year’s conference, we carefully avoided and attitudes and exposure to risk, at an crunch environment, and fraud. Later
giving a prediction about whether this individual level, and on a national and in the day, there are many more brea-
would reflect a review of past events by global scale. kout choices covering subjects as
December 2008, or a look ahead to the The CML stated view is that it would diverse as managing “back book” cus-
future. We knew things were tough, but be neither prudent nor desirable for to- tomer issues, dealing with arrears and
we did not know then quite how tough tal mortgage lending to match 2007 lev- Vince Cable possessions, outsourcing, product de-
the year would prove to be for so many els. The reality is that, given lower house deputy leader sign, credit risk assessment, and the
of our members. prices and a sharply reduced supply of and shadow future of mortgage distribution.
It’s been an annus horribilis for the – and demand for – mortgage finance, chancellor, z For even more choice on specialist
mortgage industry as a whole. Lenders such a volume of lending cannot be Liberal areas, we have a choice of round-
appear to be damned if they do and achieved in any case. Democrats tables from industry thought lead-
damned if they don’t (lend, that is). In our view, gross lending this year is ers, giving you a chance to explore
Banks, building societies and specialist likely to total around £255 billion, com- and discuss potential approaches
lenders alike have undergone mergers pared with £363 billion in 2007. Net with solution providers and your
and portfolio fire sales, and some are no lending, meanwhile, is likely to total peers from the lending industry.
longer lending. Broker firms have been around £40 billion, compared with £108
shedding staff and closing down. Con- billion last year. And some big questions
sumers have seen a reduction in choice As well as these highly relevant sessions
and availability of deals, and the Gov- Strategies for weathering for lenders, we will also look at the wider
ernment has made well-intentioned but the storm economic and political operating con-
confusing statements about both pric- In this smaller market, you’re going to text that will affect the UK mortgage
ing, and about an expectation of the re- need strategies to continue weathering market for the foreseeable future. We
capitalised banks making lending avail- the storm for a while yet. So the pro- are extremely fortunate to be joined by
able to home-buyers “at 2007 levels”. gramme we have put together covers Professor Willem Buiter from the Lon-
Against this backdrop, welcome to all the key issues you’re going to need don School of Economics, who will give
our annual conference. While the en- to consider, from some of the most in- us the big picture on the UK economy
vironment may not be pretty, this con- fluential names in the business. Take a Jon Pain and the coping strategies we can adopt
ference could help you transform some look at the programme for more details, managing within it.
of your current problems into opportu- but some key highlights include: director, retail As well as a specific target for lend-
nities, and help you test your planned z The first major speech to the mort- markets, FSA ing next year, the Treasury statement
approach against other emerging views gage industry from Jon Pain, Financial referred to a range of other “commit-
from inside the industry. This is your Services Authority managing director ments” it was seeking. These include
chance to hear the strategies that oth- (retail markets), formerly Manag- “support for schemes to help people
ers are adopting, as well as the views of ing Director of C&G and a previous struggling with mortgage payments to
commentators, politicians, regulators Chairman of the CML. This will give stay in their homes, and…support (for)
and industry insiders on what has hap- you the inside track on the FSA’s lat- the expansion of financial capability ini-
pened and what might happen next. est thinking on how it will be regu- tiatives.”
What could be more important to you lating and supervising lenders in the The CML and lenders are already
and your business right now? future. working with the government to ensure
z An industry expert’s compare-and- that as many people as possible are able
Lending volumes in 2009 contrast view of the US and UK econ- to remain in their homes if they suffer
Intervention by the Treasury to revive omies, mortgage markets, influencing temporary financial difficulties. But in
the financial sector has triggered a de- factors, and possible future directions referring to measures to improve finan-
bate about how much mortgage lending from Tony Ward, chief executive cial capability, the Treasury statement
there should be in 2009. In many ways, of Home Funding Plc – crucial for Professor Willem touched on some of the issues forming
this is a microcosm of a more far-reach- understanding the global context af- Buiter from the part of the broader debate ahead.
ing debate to come. fecting your mortgage business here London School of Perhaps the key issue in that debate
Its outcome will have implications in the UK. Economics will be the aspirations of the vast major-
4 MortgageFinanceGazette y www.mfgonline.co.uk CML Conference 2008
ity of households to be home-owners. In of future generations, or deny them rons for inspiration. We’re planning to
the past, the government has recognised the opportunities we enjoy. Extend the offer you a relevant, business-focused
this and sought to extend the benefits of benefits of home-ownership towards 75 but alternative session on which to end
home-ownership to more people. Politi- per cent of households, or accept that the day by looking for the re-invention
cians across the political spectrum have unaffordable housing will constrain our opportunities that such a major market
been supported by consumer groups in social and economic ambitions. Sup- shake-up can provide for some play-
pressing for a more inclusive approach port affordable housing, or see growing ers. After that, CML director general
to the expansion of home-ownership, inequalities and disadvantage.” Michael Coogan will wrap up the day
and in a campaign against financial ex- Emotive words, particularly in ret- with his reflections, outlook and an
clusion more generally. rospect, and the heady stuff of poli- update on the CML’s top priorities on
In a foreword to the Barker review in tics. Who better than to give us both behalf of members for 2009 in his clos-
December 2005, the then chancellor a political but also an economics-based ing remarks.
and deputy prime minister said: view than Vince Cable, deputy leader of There’s no other mortgage confer-
“We will extend home-ownership to- the Liberal Democrats and the media’s ence that offers you so much. So much
wards 75 per cent. We will deliver new political voice of choice on the credit expertise, so many top speakers, such a
and better homes, to support growth crunch. wealth of practical information you can
and prosperity in every English region. take away and use. We greatly look for-
And we will continue to build on our An unmissable day and a ward to welcoming you to the Council
record of success in building affordable thoughtful note on which to of Mortgage Lenders 2008 annual con-
homes, bringing quality and choice to finish ference. CML
those who rent. Sometimes, it helps to look over the ho-
“The choice is clear: Meet the needs rizon and outside the immediate envi-
The venue Old Billingsgate Market, 1 Old Billingsgate Walk, 16 Lower Thames Street, London EC3R 6DX
Stations: Monument - 2 minutes walk, Tower Hill -
5 minutes walk, Bank -10 minutes walk, London Bridge -
10 minutes walk
Car parking is available at:
50 Lower Thames Street (opposite Sugar Quay) London EC4V
2EJ 0870 241 7492
Maximum Height: 6ft 6 (1.98m) Number of Spaces: 110
Tariff per Hour: £2.50
Thames Exchange UG, Bell Wharf Lane, Off Upper Thames
Street , London EC4R 3TB, 0870 242 7144
Maximum Height: 1.98m, Number of Spaces: 466, Daily
Tariffs: £0.80 for 15 mins
There is no parking on site at Old Billingsgate. The venue is
situated on a red route.
To the end of Monument, opposite the venue.
should not be
Fish market in
CML Conference 2008 www.mfgonline.co.uk y MortgageFinanceGazette 5
Mortgage professionals attending this year’s conference deserve
praise simply for surviving the past 12 months. But are we over the
worst? Ben Wilkie reports
his time last year the mort- it be left to go to the wall, taking de- prevaricated for months before decid-
gage industry was coming to positors’ money with it, would a white ing that taking Northern Rock into
terms with the collapse of knight – like Richard Branson – step in, public ownership was the only option.
one of the UK’s best-known or – as was eventually the case, should The Tories, and much of the rest of the
lenders, Northern Rock. For it be nationalised. banking community, were also at first
the first time in decades, anxious savers At the time, nationalisation was by wary of Government ownership of a dis-
had made a run on the bank, and the no means certain. The Labour Govern- tressed asset for reasons including the
press was full of stories about how cus- ment, still fearing that its reputation total cost to the taxpayer, and the dan-
tomers’ money may not be safe. There would hark back to the times of na- ger of a bank with government backed
were also questions about what should tionalisation a generation before, shied guarantees proving more attractive than
happen to the stricken bank – should away from making a fast decision and its rivals. While these – and other – is-
6 MortgageFinanceGazette y www.mfgonline.co.uk CML Conference 2008
out is in HML
2008 has without doubt been a
turbulent year in the financial services
market, especially in the mortgage
arena, arrears are rising, applications
are down and costs are increasing.
HML can help
We have the experience, expertise and
resources to help you navigate the
tough market conditions:
and arrears management
Partnering with HML can help
ease the pressure both now
and in the future.
Contact us now on:
+44 (0)1756 692171
or alternatively, email:
sues still occupy the minds of many, the fering self-certification, sub prime and soon Alliance & Leicester) and have
general consensus now is that nationali- buy-to-let mortgages have been un- also been seen as a safe pair of hands
sation was indeed the right, indeed the able to fund themselves sufficiently with savers.
only, option. and while their demises may not be Lloyds must be rubbing its hands
Once, earlier this year, the decision as newsworthy as those of high street with glee at the bargain it has secured
to nationalise was finalised, the in- names, they affect the mortgage mar- with HBoS, buying it for a fraction of its
dustry blew a collective sigh of relief. ket just as much. The specialist arms of previous value and avoiding any com-
Surely, we all thought, the worst – in big American investment houses have petition enquiry because of the current
the UK at least – was over. How wrong quietly packed their bags, while other crisis.
we were… intermediary only lenders have either And mutuals too have done well, as
changed their focus, merged or, in the consumers flock to what they see as sta-
Banks case of Edeus, pretty much left the ble providers in unstable times. Long
As the credit markets continued to lending market altogether. term low rates and attractive savings
tighten, with banks fearing lending And as specialist lenders have fallen propositions have seen their business
to each other, more financial services by the wayside, so too have the interme- grow.
companies started to struggle. Several diaries who introduced their business.
of the UK’s biggest banks looked for Mortgage brokers are struggling nowa- Consumers
rights issues, with various degrees of days, and many have already gone to As the crisis has continued, and re-
success. Loan products were withdrawn the wall. Complaints are mounting that cession in all industries starts to bite,
while savings products were heavily pro- products offered to the consumer can’t consumers are increasingly feeling
moted in an attempt by lenders to get be taken through a broker, and with the the pinch. Although rates are start-
cash flowing in. Bradford & Bingley was likes of HSBC – which doesn’t work ing to drop, they have been on the
next to the wall, with a nationalisation with intermediaries – gaining ground, rise throughout the year. Combined
of its mortgage book and its savings sold advisers have had a tough time. with the rising costs of fuel, food and
to Santander, who also snapped up Alli- other necessities, consumers are having
ance & Leicester. Mutual sector to find areas where they can cut some
Then came HBoS. Britain’s largest While more conservative lending strat- costs.
lender saw its share price attacked by egies left most mutuals in less trouble The UK housing market is also pro-
speculators amidst unfounded rumours than their banking counterparts, some viding cause for gloom. Prices have been
that it couldn’t support its lending. building societies had fears for their falling throughout the year, and home-
Again the government stepped in, pav- future. But the attitude within the owners who don’t need to sell are hold-
ing the way for the takeover by Lloyds. mutual sector was markedly different. ing back and waiting to see what’s going
The new bank, once the deal is signed, Building Societies in trouble, or who to happen to the market. This has cre-
will hold a third of UK mortgages, and feared getting into trouble, went to ated a shortage of available properties
will result in the losses of potentially their rivals and asked for help. Skipton in the market – but as there is almost a
thousands of jobs. It looks like the is taking over Scarborough, Yorkshire is complete lack of first time buyers, this
brands of Halifax, Bank of Scotland, taking Barnsley, Chelsea with Catho- isn’t making much of an impact.
Intelligent Finance, Cheltenham & lic, and Nationwide with Cheshire and
Gloucester and so on will stay, for the Derbyshire. All of these mergers are be- Next year
time being at least, but their future re- ing carried out with the minimum of Recession is now officially here in the
mains uncertain. disruption to consumers, and with the UK, and it’s not going away any time
The panic in the financial markets aim of maintaining the strength of the soon. Most people expect market con-
led to an unprecedented capital injec- mutual sector. There are going to be ditions to be difficult throughout 2009,
tion from the UK Government. Lloyds, fewer lenders, but they are maintaining with any recovery not to be seen by
HBoS, Barclays and RBS were all of- their strength. 2010. The credit crunch so far is esti-
fered significant funds in return for a Interestingly too, none of the build- mated to have cost £1.8 trillion, and it’s
state equity stake. All but Barclays – ing societies that demutualised in the not over yet.
which has since taken an investment 1980s and 1990s exist as independent While the market will remain chal-
from the Middle East - accepted the of- entities any more – Northern Rock lenging, it will also create opportuni-
fer, on the initially tacit understanding and Bradford & Bingley have been ef- ties for lenders. Homeowners will still
that they would continue to fund mort- fectively nationalised, while Alliance & need to remortgage, there will still be
gages and other financial products in a Leicester and the Halifax part of HBoS a demand for rental accommodation
similar manner to the early parts of the are being taken over. and first time buyers will return to the
decade. What this means is uncertain; market.
the market has changed and offering Winners But it also provides an opportunity
riskier products would mean public re- While no financial institution will con- for lenders to show their human side.
lations debt in the current climate. And sider themselves as better off than 18 As more borrowers get into difficul-
regardless of the cash injection, the glo- months ago, there are some who have ties, a sympathetic response and action
bal money markets are not in a position not suffered nearly as much in this fi- plans that can help will resurrect the
to advance funds at the low rates seen nancial crisis. Two of the biggest beasts reputation of the mortgage market as
previously. in the global banking sector, HSBC one of the UK’s most effective, efficient
Specialist lenders are the ones who and Santander, have seen their market and forward thinking financial
have struggled the most. Lenders of- share rise (Santander with Abbey and services. MFG
8 MortgageFinanceGazette y www.mfgonline.co.uk CML Conference 2008
Fight Fraud with Quest
Why use Q-Guard?
Quest Associates Telephone:
Customer attraction and retention
Attracting and retaining
the right customers
Andrew Levers at N4 takes a look at lenders today and their
strategies for attracting and retaining the right customers
n unprecedented market condi- The use of data and real-time decisions.
tions balancing risk and reward is technology Advances in data collection and
becoming critical. Lenders’ attrac- Until recently, attracting customers has manipulation models have been sig-
tion and retention strategies are not been a difficult task for any lender nificant in recent times, and modern
being scrutinised by a multitude in terms of business volume. However, technology systems now allow for this
of stakeholders including the Bank of apart from risk assessments (which data to be brought easily into the sales
England, the Treasury and the FSA as are, of course, essential) all customers process in real-time. Not only does this
well as ordinary investors and indeed had virtually been treated to the same help assess the right risk and detect
the public at large. It is, therefore, es- service, processes, sales channels, prod- fraud, but it also helps with more ac-
sential that attraction and retention ucts and more or less the same pricing. Andrew Levers curate pricing (down to individual cus-
is optimised so as to maximise prof- Recent events have, however, caused head of tomer level), the maximising of every
itability, optimise operational costs most lenders to ask whether they had proposition and opportunity and the ability to increase
and minimise risk, whilst carefully been targeting the right customers? marketing at N4 cross-sales significantly. Thus the cus-
utilising resources and capital fund- We have all heard much about pric- tomer receives not only a better and
ing; all of course within the backdrop ing for risk but what about ‘price-for- more relevant product offering, but it
of TCF. good-risk’ or ‘right customer, right can be achieved using a single applica-
Attracting and retaining the right price’? Up until now many lenders have tion process, which is both cheaper for
customers are inextricably linked be- largely failed to build into their cus- the lender and more user-friendly for
cause establishing the right method tomer attraction strategies factors such the customer.
of attracting customers will lead to as customer profitability, future poten- Take, for example, cross-selling and
solid customer retention. In the chart tial and cross-sale propensity. a potential solution; your point-of-sale
below the perpetual circle shows how One of the reasons why this has been system uses the appropriate data model
a long-term strategy of attracting and so difficult to achieve in the past is the to identify that the ‘right’ customer is
retaining the right customer can have availability of accurate and timely data. going through the sales process. The
a positive impact on many factors Available information has often been data model identifies that a number of
and, ultimately, will result in a more historic and out of date and has, there- cross-sale opportunities exist for other
profitable mortgage book. fore, not been current enough to make credit-related products and related
protection products. The point-of-sale
system uses this data and the data cap-
tured during the mortgage application
process to present the customer with
pre-approved options and a pricing
‘bundle’ – using an approach similar
to that of Amazon books. In the back-
ground, the system has populated all
relevant application forms and all that
is required from the customer is an ac-
In summary, it is a matter of using
data and technology to identify the
customer type, in real-time, present
the relevant cross-sale, which has been
priced and pre-approved, and reuse all
the data to make the buying and appli-
cation process as quick and as simple
10 MortgageFinanceGazette y www.mfgonline.co.uk CML Conference 2008
Customer attraction and retention
It is also important to note that, in on the mortgage market; these utilise challenge for lenders, but also an op-
current market conditions, this can the breadth of Experian’s data assets, portunity, as consumer direct channels
be achieved without the need for a including credit bureau data and the allow lenders to be more in control of
large IT spend and protracted deliv- consumer dynamics data resource. the customer sales process, in particu-
ery timescales. For example, modern One element of this is a revolution- lar allowing lenders to control pricing,
point-of-sale platforms are able to bolt ary tool which uses a series of scores, cross-selling and the use and re-use of
on to lenders’ existing components and generated from real-time consumers’ data more easily. It could be a very ex-
systems without the need for a costly credit behaviours and activity, includ- citing time ahead for the industry.
re-platforming of the whole technology ing external databases that monitor When attracting the right custom-
infrastructure. indebtedness, affordability, property ers, lenders may ask:
So what about retaining the right indexing, profit forecasting and future “How do I secure more profitable
customers? At this unprecedented time opportunity modelling. The result is a customers - at a decent price and for
of decimated mortgage lending and tool that provides an effective mecha- the right risk?”
declining house prices, it may seem nism to help lenders identify customers The answer: individual product pric-
somewhat optimistic to be discussing who present an attrition risk and take ing; better use of consumer data; prod-
borrower retention. However, those of necessary retention activity if they have uct differentiation; holistic cross-sell-
us who have experienced other chal- been identified as the right customer. ing capability, and channel operational
lenging times in the market will know Moving forward, a combination of optimisation.
that, at some point, a corner will be data and technology will not only be Or
turned. When recovery does begin, it essential for attracting and retaining, it “How do I make the most out of
is likely that the mortgage market will will also play a key role in deciding how every sale?”
improve before the housing market and best to service customers to optimise The answer: make the initial/primary
this is certainly where competition will profitability and operational efficiency. sale as efficient as possible; present rel-
appear first, with lenders attempting Multi-channel distribution will become evant other product offerings; re-use
to cherry-pick each other’s back book. as much lender as customer driven. As data; one application process, and price
Once again, retention strategies will be with the investment industry, clients bundling.
important as lenders will have to ensure will be serviced differently depending When retaining the right customers,
that they are protecting their best bor- on their complexity and profitability. lenders may ask:
rowers while retaining margin as much For this reason brokers will always be a “How do I know which customers
as possible. part of the industry, but equally, more not to retain?”
In order toMFG_Article.pdf re- savvy clients may choose to move on-
identify and to help 21/10/08 14:04:30 The answer: use external data, for
tain the right customers, Experian has line because of pricing differentiation example, indebtedness, affordability,
developed a suite of solutions focussing or convenience. This presents both a property indexing, profit forecasting,
and future opportunity.
“How do I retain customers more
Benchmarking Report cost effectively?”
The answer: process automation; a
Lender Mortgage Performance self-service retention channel; custom-
er segmentation, and effective use of
Want to find out how your organisation ranks in comparison with appropriate resources and channel.
the rest of the industry? In summary, the combination of
data and technology can provide a pow-
2008 mortgage performance and ranking data is now available from Experian. erful weapon in the quest for retaining
and attracting the right customers and
Find out how your attraction and retention strategies have been performing.
M ensuring that lenders meet the tighter
The Experian benchmarking service is FREE and can be ordered by visiting the regulatory and investor requirements
N4 Solutions stand at the CML annual conference 2008. Your report* will present that are guaranteed to be a result of the
how your mortgage portfolio is performing against your peers, and includes: current and unprecedented happenings
in the mortgage market. MFG
MY 2008 lending volumes and rankings
Your delinquency trends mapped against industry trends For more information on
attracting and retaining the
Analysis of the risk distribution of your recently acquired business
right customers, visit the N4
Your new business LTV profile Solutions stand at the CML annual
K Your delinquent trends by period of origination conference 2008.
Your attrition trends by period of origination Regarding data, Experian is
offering lenders a FREE report on
To order your FREE Experian benchmarking report* visit the N4 Solutions benchmarking individual lender
stand at the CML annual conference 2008. mortgage performance against
the industry. To order your report,
visit the N4 Solutions stand at the
*The report will only be made available to senior management team members of mortgage CML annual conference 2008.
lenders who are CML members and full data CAIS subscribers.
CML Conference 2008 www.mfgonline.co.uk y MortgageFinanceGazette 11
Innovative approach to
he Council of Mortgage Lend- and attention to their needs, as if they insights into the customer’s situation.
ers (CML) has long since were approaching the business for a new They are passionate also about working
maintained that there was no product. with the customer beyond the initial
specific need for additional Our resolution based proposition fo- part of the re-engagement process to
regulatory or legal interfer- cuses upon a 90-minute interview that ensure as much as possible that the rela-
ence regarding mortgage repossessions, seeks to find the root cause(s) of the tionship can be sustained.
given that Mortgage Conduct of Busi- problem, initially revisiting circum- The purpose of our unique, 3-step
ness Rules 13 (MCOB13) and Treating stances at the time of the mortgage process is a commitment to own the
Customers Fairly (TCF) principles were application, and determining how the resolution of the problem between you
already in place to ensure that posses- financial problems have compounded. Martin Swann and the customer. Whilst we are keen to
sion action is taken only as a last resort. We aim to provide you with a view of match the appropriate solution, it iden-
However, the Pre-Action Protocol is how the customer budgets and runs tifies the possible threats to it and how
now effective and has given Lenders a their household now, and therefore we best these might be managed.
clear view of the behaviours and pro- gear our interview to find out either why We believe that there is now an un-
cedures that the Courts now expect to the customer did not anticipate these is- doubted responsibility on the Lenders
be evidenced prior to the start of a pos- sues happening, or what they have done to commence possession action only as
session action. This has only served to to try and prevent it, and, more impor- an absolute last resort, and we under-
sharpen Lenders’ focus upon creating tantly, how motivated they are to move stand that market conditions mean that
and developing alternative dispute reso- forward to create a solution. We seek to more creative solutions are required.
lutions. The dynamics now in play mean verify all financial statements so that we We are totally committed to working
that Lenders need to explore all options, know, and you know, that we are dealing with you to obtain the complete, cur-
which are commercially possible to cre- with the full facts. In another sense, our rent financial position of your customer
ate a Resolution that addresses the cus- counselling visit is not just a response to and provide you with their facts, so that
tomer’s current circumstances. what has happened, but it seeks a deep- all possible outcomes can be considered
Arrears management processes will er understanding of why it happened with a degree of certainty. In some situ-
evolve rapidly to recognise that there is and what it says about the propensity ations this will, of course, include repos-
a strong commercial incentive to create for that to happen again. session. Should this be the case, then
solutions with customers who need it We feel that it is in both yours, and the ability to present a full summary of
most. To find the best possible solution their, interests for the customer to be the customer’s situation, and their atti-
to fit the situation, the full facts of the introduced into the management of the tude towards their mortgage and house-
customer’s present circumstances need CAB, CCCS, or Money Advice Trust so hold budget, will assist you in satisfying
to be re-appraised and verified, so that that an arrangement plan or outcomes the requirements of the pre-action pro-
whatever the solution considered, and can be given the support of an inde- tocol.
presented, is not merely a short term fix, pendent arbitrator and, more impor- Finally, our model is sufficiently flex-
moreover is one which is sustainable in tantly, give the customer an opportunity ible so that if you are segmenting your
the longer term. to have any non-priority creditors man- mortgage portfolio by different levels of
In our opinion it is now crucial that aged by these Agencies. borrower delinquency, we would be de-
Lenders are seen to either re-engage or There are further examples of the lighted to discuss with you how we can
to have attempted to re-engage with use of a full and corroborated fact-find provide maximum value at the different
their customer at the earliest opportu- to provide solutions beyond the mere stages of your arrears management pro-
nity, and for that engagement to have extending of the term, amending the gramme. Indeed, you may have other
a tone that is as much concerned with mortgage to interest only, or capitalis- related requirements, which our com-
gathering quality information as it is se- ing of the arrears. Programmes of re- plimentary range of services may well be
curing a payment. This is where having profiling, supporting local authority suited in providing a solution.
the right people, including third party schemes or assisting voluntary sales are We are confident that you will agree
providers, doing the right jobs really more likely to obtain Board sign off if, as that this really is a Special Resolution
does underpin TCF, and drive forward part of the solutions matching process, Service and look forward to discussing
Resolutions that address the need of the latest full set of customer facts are any aspect of it with you.
both customer and client. This style of obtained and verified in support.
approach ensures the treatment of cus- Our counsellors have been selected Martin Swann at Special Resolution
tomers experiencing financial stress is because of their track record in develop- Services
managed in a consistent and fair man- ing successful Income and Expenditure
ner, receiving the same level of service reviews, which provide more reliable 07769 660033
12 MortgageFinanceGazette y www.mfgonline.co.uk CML Conference 2008
After the storm –
Weathering change in the UK mortgage market
08.10 REGISTRATION AND REFRESHMENTS
09.10 CONFERENCE CHAIRMAN. WELCOME AND INTRODUCTION
Adam Shaw, broadcaster and journalist
09.15 CONFERENCE SPONSOR’S WELCOME
Steve Jones, managing director, N4 Solutions
09.20 THE LENDING LANDSCAPE
The economic picture for 2009 looks bleak, that for 2010 uncertain at best. Many of the leading residential mortgage lenders have gone
out of business or been partly or completely nationalised following the most acute financial crisis since the 1930s.
Despite everything our policy leaders have taken to heart the lessons of that period and acted aggressively to save the banks, support
financial markets and sustain demand. So, given all of the above what can we do to cope with this new world?
Willem H. Buiter, professor of european political economy, European Institute, London School of Economics and Political Science
09.50 THE POLITICS OF LENDING IN 2009
Vince Cable, deputy leader and shadow chancellor, Liberal Democrats
10.20 THE NEW REGULATORY WORLD
The Financial Services Authority’s role in the UK and worldwide money markets has changed drastically in 2008. The past few months
have seen the role of regulators increase in scope and power. Against this background the FSA will detail what new action it is planning
in the mortgage arena and what can the industry expect from the ‘new’ FSA?
z What will be the FSA’s new approach on regulation and supervision of mortgage lenders post credit crunch?
z Will treating customers fairly still be an FSA priority after December?
z How will the FSA manage its increasing regulatory scope of responsibilities as well as business as usual activities?
z How can the FSA help mortgage firms – lenders and brokers - weather the storm?
Jon Pain, managing director, retail markets, FSA will discuss these issues with Michael Coogan, director general, CML asking the above question
11.00 REFRESHMENTS AND EXHIBITION
11.30 A TALE OF TWO COUNTRIES
The US mortgage market is widely regarded as the bug that started the epidemic. So exactly what were the circumstances that allowed
this to grow unchecked in the US and affect the world economy? And what can we, as an industry, learn from those mistakes?
z The Economy – UK v US
z The mortgage markets – UK and US
z US Mortgage market – what happened? A run through of each factor and comparison with UK
z Possible regulatory directions in the US
Tony Ward, chief executive, Home Funding Plc
For further information and to book online please visit www.cml-conference.com
CML Conference 2008 www.mfgonline.co.uk y MortgageFinanceGazette 13
12.00 BREAKOUT SESSIONS
Industry Market Debate Demystifying the funding crisis
z How much has the industry as a whole been affected by market When news of rising defaults in the US sub-prime
conditions this year? mortgage market first began to surface in late 2006,
z Which types of organisation are well placed to weather the storm few could imagine it might trigger a chain of events
and take advantage of the stormy waters this year? that would lead to the global banking crisis we have
witnessed. This presentation explains the processes that
Panellists include: have been at work, and will look at what might be in
Steve Haggerty, managing director, Skipton Building Society store going forward.
Nigel Terrington, chief executive, Paragon
Rob Thomas, senior policy adviser, CML
12.40 LUNCH AND EXHIBITION
13.40 BREAKOUT SESSIONS AND ROUNDTABLES
High Performance Team Changing times, changing Policy options and alternatives to
Management crimes: Mortgage fraud detection the funding gap
The 5 things managers must know and prevention in a new environ-
and do to survive and thrive ment z How and when might normality
z Being clear and committed to where z What are the latest trends? z Are additional measures needed
you are going z What and how can we share more from government to manage
z Getting the right people on the bus meaningful Information? the on-gong effects of the credit
z Trust – what is it and why is it impor- z Can new advances in technology squeeze?
tant now more than ever help detect and prevent mortgage
z Curiosity killed the cat but it saved fraud? Rob Thomas, senior policy adviser,
the manager CML
z What’s more important – your plan Tracy Wingrove, managing director,
or its execution? National Hunter Ltd.
Terry Russell, intouch consulting
THOUGHT LEADER SECTION - CHOICE OF 5 ROUND TABLES
IBM’s 2008 Global CEO Survey Technology: strategic Fighting Fraud
and Ipsos MORI’s latest research management of customers in the
on the current financial climate current market environment Tom Parker, managing director, Quest
Michael Davison, senior management Mark Keyworth, head of strategy
consultant, IBM UK and James Lovett, reviews, global consulting, Experian
research manager, financial services, Decision Analytics
Rationalising operations for the Re-evaluating distribution
new world channels in the new environment
Ed Wells, associate director, retail Frank Eve, Frank Eve Consulting
banking, financial services (Europe),
For further information and to book online please visit www.cml-conference.com
CML Conference 2008 www.mfgonline.co.uk y MortgageFinanceGazette 15
14.20 WHAT IS THE NEW NORMAL? HOW CAN WE APPLY THE PRINCIPALS OF REINVENTION TO MORTGAGE LENDING?
Strategic management of Dealing with arrears and An introduction to Outsourcing :
customers in current market possessions Outsourcing made easier
z Political pressures (including Pre- z What is outsourcing?
z Front book/back book Action Protocol) z Why outsource?
z Negative equity and ‘trapped’ z Economic environment z The outsourcing lifecycle
customers z Market expectations z The decision to outsource
z Implication for TCF for z Initiatives (assisted sales, negative z What can you outsource?
existing business equity sales, debt sales etc.) z Selection processes
z Rescue Schemes z Key contract terms
Mungo Dunnett, Mungo Dunnett z What does good and bad look like?
Associates Ray Hugill, head of credit strategy,
Bradford & Bingley and Chairman, David Hamlett, head of outsourcing,
CML Arrears and Possession Panel Wragge & Co.
15.00 REFRESHMENTS AND EXHIBITION
15.20 NEW BUSINESS
Product Process Distribution
z What has the credit crunch done z How will the credit risk assess- z What will mortgage distribution
for product innovation, design ment process have changed in look like in 2009 and beyond?
and exit? 2009? z What will characterise winners
z To what extent has the recent z Where will technology help? and losers?
flight to credit safety made prod- z How can we make sure that both z How will this business be done
ucts more, not less, risky? the front end and back end proc- differently in the future?
z What next in product design? ess is aligned? z What role should intermediaries
z Is innovation dead? have?
z Point of sale technology Speaker, tbc
Stephen Smith, director of housing,
Stephen Knight, executive chairman, Legal & General
16.00 CLOSING ADDRESS
Leading business speaker
16.35 N4 PRIZE DRAW
Who will be the lucky winner?
16.45 CLOSING REMARKS AND REVIEW OF THE YEAR
Michael Coogan, director general, CML
17.00 CONFERENCE ENDS
For further information and to book online please visit www.cml-conference.com
16 MortgageFinanceGazette y www.mfgonline.co.uk CML Conference 2008
Sign up to the brand new Mortgage Finance Gazette
e-newsletter free of charge...
Mortgage Finance Gazette, the industry’s longest established publication has relaunched the
website www.mfgonline.co.uk and has launched a free fortnightly e-newsletter.
The newsletter will include all the latest news stories and comment a ecting the mortgage
lending industry and will link through to exclusive content on the relaunched website.
Visit www.mfgonline.co.uk to sign up free of charge and ensure you’re always one
step ahead of the game.
Dazzle at the dinner
he CML annual dinner is take their places at the fabulous “Daz- sage/makeover courtesy of the fabulous
widely regarded as one of zle” dinner. A superb four-course meal Powderpuff Girls.
the mortgage industry’s will be served accompanied by wine And the drinks will keep flowing as
most eagerly awaited social and coffee. Guests will be welcomed to this year all wine, beer and soft drinks
events. It is the dinner to be the dinner by Michael Coogan, CML are unlimited! The evening officially
seen at and it is therefore no surprise Director General. comes to an end at 12.30am but no
that year after year tickets sell out. During the dinner, guests will be doubt many will continue the party
The theme this year is “Dazzle” and in invited to participate in a charity prize elsewhere as is the case every year.
keeping with the glamorous connota- draw in aid of Habitat for Human- This year the CML annual din-
tions that this brings to mind, the dress ity (HfH) which is supported by GE ner is also open to non-members. The
code will be black tie. Money Home Lending. HfH has been price of a table is £2,200 plus VAT
The evening begins at 7.00pm with a CML’s charity partner over several which includes welcome drinks, a four
welcome drinks reception during which years, with substantial funds raised at course meal, and unlimited wine, beer
sparkling wine and soft drinks will be previous annual dinners. Prizes have and soft drinks throughout the rest of
served. As guests arrive, they will be been kindly donated by CML members the evening. Places may also be indi-
greeted by the smooth sounds of a jazz and include a pair of top England foot- vidually booked at £220 plus VAT per
band. The drinks reception is the ideal ball tickets. All proceeds raised on the head. During these difficult times I’m
time to network with lenders, interme- night will be donated to HfH to help sure you will agree that this is excel-
diaries and supplier firms before the them continue in their aim of enabling lent value for money. Guests booking
sit-down dinner begins. To aid net- those living in poverty to have a safe individual places or small groups will
working, every guest will receive a com- and decent place to live, both in the be seated on mixed tables, hosted by
plimentary pocket-sized dinner hand- UK and around the world. CML staff.
book including full guest listings. This After dinner, guests can enjoy the Make sure that your organisation is
year those who booked early enough excellent five-piece party band or make represented by visiting
were able to secure limited VIP tables their way through to the after dinner www.cml-conference.com and
which give them access to a separate party area which is kindly sponsored by completing the online dinner
booking form found on the dinner
drinks area, where they will be able to Absolutely Training. Here they will be
page. Please contact
meet their guests. able to indulge in some gambling at the email@example.com if you
At 8.00pm guests will be invited to casino tables, or even enjoy a mini mas- require any further information.
18 MortgageFinanceGazette y www.mfgonline.co.uk CML Conference 2008
AT A CROSSROADS
Beyond the crisis
N OW !
RE S T RI C T
EMF Annual Conference 2008
20th and 21st of November 2008 | BRUSSELS
Floorplan and exhibitor list
CML annual conference exhibition floorplan 2008
Company Stand Status
Main conference room
CML 1 Exhibitor
Target Group 2 Exhibitor
Vertex 3 Exhibitor
Registers of Scotland 4 Exhibitor
UKValuation Ltd 7 Exhibitor
1 2 3 4
Sandstone Technology 8 Exhibitor
HML 10 Exhibitor
Rightmove 11 Exhibitor
N4Solutions 12 Conference sponsor
IBM 15 Thought Leader
LSL Corporate Client Department 16 Exhibitor
Clayton Euro Risk 17 Exhibitor
24 23 22 21 Scotcall 18 Exhibitor
ifs School of Finance 19 Exhibitor
Quest Associates 20 Thought Leader
25 26* 27* 28
eg 21 Exhibitor
The Scarborough Group 22 Exhibitor
Metlife 23 Exhibitor
15 16 17 18 19
Absolutely Training 24 After dinner party sponsor
Yorkshire Key Services 25 Exhibitor
PNLA 28 Exhibitor
* Available at time of going to press
N4 Solutions – an Experian company Conference sponsor
N4 Solutions – N4 Solutions (N4) is one of the UK’s leading providers of multi-channel point-of-sale and application processing (sales &
an Experian company originations) technology for mortgages and wealth management.
Middleton The company’s mortgage sales & origination platform provides a comprehensive and highly configurable solution for
Tel: 01285 852200 automating the mortgage process from initial contact through to completion.
firstname.lastname@example.org N4’s vertical market knowledge, combined with Experian’s market-leading expertise and products in application process-
ing, decision analytics, customer acquisition and retention enables organisations to make key business decisions about
targeting, acquiring and retaining profitable customers.
N4’s offering supports multi-channel distribution from a single platform. A typical implementation would see an incre-
mental deployment of components across the channels. Furthermore, the system is designed to be easily integrated
with existing enterprise systems to deliver straight-through-processing to existing back-end servicing systems.
N4 has an enviable track record of successful project delivery with clients including major banks, building societies
and mortgage lenders.
For more details please visit our exhibition stand at the CML Annual Conference or visit our web site at www.n4s.co.uk
20 MortgageFinanceGazette y www.mfgonline.co.uk CML Conference 2008
Sponsors & Exhibitors
Absolutely Training After dinner party sponsor
Absolutely Training As one of the UK’s fastest growing training companies, Absolutely provides training courses; software and con-
Tel: 0845 130 5139 sultancy helping businesses educate their staff quickly and efficiently
Email: Info@ With over 100 off-the-shelf courses on offer we can offer a cost effective solution to any training requirements.
absolutelytraining.com Absolutely also offer three tiers of bespoke e-learning for a solution to suit any size or type of business
2008 has seen Absolutely partner with the CML in bringing together an expert team of authors to create vitally
important e-learning modules on the subject of Arrears and Possessions. The suite of courses were successfully
launched to the Lending, Building Society and Mortgage sector.
Absolutely is becoming the industries preferred supplier.
In the UK alone we deliver compliance and bespoke training to 3 of the top 5 banks, over 60% of all Building
Societies and two of the world’s biggest car dealership’s UK operations.
Clayton Euro Risk
Clayton Euro Risk Clayton Euro Risk is a leading mortgage due diligence provider, focusing on quality of underwriting, collections
Contact: Tim Keast activity on non-performing, quality control and monitoring, servicer operational reviews, credit and risk
Tel: 0117 315 5810 analytics, property valuations and title checks.
claytonerm.com Our work encompasses all types of consumer finance, 1st and 2nd Residential and Commercial Mortgages
as well as personal loans and car finance. Working with Lenders, Investors and Servicers we have a wealth
of experience and expertise in providing an independent review with an unbiased opinion on quality,
management and performance of a loan portfolio.
We believe mortgage due diligence and monitoring activity is a vital component in achieving clarity and
transparency within a transaction assisting the decisioning process and helping to restore confidence in capital
We have been operating for more than 10 years serving clients in the UK and Ireland, France, Germany, Holland,
Italy, Spain, Portugal, Sweden and Russia.
CML The Council of Mortgage Lenders’ members are banks, building societies and other lenders who together un-
Tel: 0845 373 6771 dertake around 98% of all residential mortgage lending in the UK. There are 11.74 million mortgages in the UK,
Email: facilities@cml. with loans worth over £1.2 trillion.
The Council of Mortgage Lenders is the trade association for the mortgage lending industry, and our members
account for around 98% of UK residential mortgage lending.
Our aim is to help to foster a favourable operating environment in the UK housing and mortgage markets. We
are the representative voice for the residential mortgage lending industry, and the central provider of economic,
statistical, legal, research and other market information.
Our members are banks, building societies and other mortgage lenders. We also have associates, drawn from a
variety of related businesses, including lawyers, conveyancers, search companies and management consultants.
CML Conference 2008www www.mfgonline.co.uk y MortgageFinanceGazette 21
Sponsors & Exhibitors
eg solutions plc eg is a software company specialising in operations management solutions.
Contact: Rachel Oliver
Tel: 01785 715772 z eg operational intelligence® provides historic, real-time and predictive Management Information about all
Email: email@example.com the factors affecting operational performance. It enables Managers and Team Leaders to make the right
operational decisions to effectively measure, manage and improve customer service delivery.
z eg operational management® Implementation and Training services deliver a consistent approach to
actively managing work, people and processes anywhere in the world. When used with our software we
guarantee to improve operational effectiveness. Customer service, quality and productivity standards will
improve, rework will be minimised and bottlenecks unlocked.
These two solutions provide a common tool-set and language to deliver a step change in operational
performance in short timescales.
Our solutions are tried, tested and proven to work in any organisation where process driven operations are
critical to business performance.
eg guarantees return on investment and is paid based on the results delivered.
HML HML is the UK’s leading provider of outsourced third party mortgage loan and administration services – with
Contact: Mike Hildred specialised solutions delivering quantifiable results.
Tel: 01756 692109
Email: michael.hildred@ Operating in both Sterling and Euros, HML has continued its tremendous growth rate over the past few years
hml.co.uk with over £50bn assets under management for over 35 clients. Fitch Ratings has reaffirmed HML’s ratings of
RPS2+ for both Prime and Sub-Prime Servicing for the fifth year in succession; the highest rated primary servicer
in the UK. In addition, Moody’s and Standard & Poor’s have affirmed their service ratings of SQ2+ (Primary) and
‘Above Average’ with a ‘Positive Outlook’ respectively. Standard & Poor’s has also awarded HML an ‘Average’
ranking as a residential special servicer.
HML operates out of four locations across the UK and is focused on delivering measurable bottom line benefits.
Employing some of the best people in the industry and continually investing in technology and communication
systems, including lean management techniques, HML is at the forefront of mortgage servicing, leaving clients
free to focus on high-level business strategies.
IBM IBM, one of the world’s largest information technology (IT) companies and a leading provider of business and
Contact: Katherine IT services, is a pre-eminent technology partner to the world’s financial services industry. Working directly with
Strachan its financial services clients, IBM helps them become more competitive through the innovative deployment of
Tel: 01926 465118 high-impact solutions.
uk.ibm.com IBM has extensive skills and experience in the industry attained through several decades of relationships with
leading financial services institutions and it offers a range of specific solutions and services to help meet todays
These solutions comprise the full range of IBM capabilities including consulting, software, hardware, research
and services. IBM’s goal is to be the strategic partner that provides the right mix of solutions and services to help
support our financial services clients’ business and IT objectives.
22 MortgageFinanceGazette y www.mfgonline.co.uk CML Conference 2008
Sponsors & Exhibitors
IFS The ifs School of Finance is a registered charity incorporated by Royal Charter. We provide education to financial
Contact: Philippa Broad services professionals the world over, and to consumers in the UK.
Tel: 01227 818650
Email: pbroad@ We provide an extensive range of regulatory qualifications, all of which are fully accredited by the Financial
ifslearning.ac.uk Services Skills Council (FSSC) and (where relevant) the Qualifications and Curriculum Authority.
All of our regulatory courses are extremely flexible. Study is completed through distance learning and
assessment is available on demand, through electronic examination, at over 150 exam centres in the UK.
Our regulatory provision has recently extended to include the Diploma for Financial Advisers (DipFA). The DipFA
will set a new standard for higher level financial adviser qualifications and has been specifically developed to
ensure that advisers and customers gain the maximum benefit from the advice-giving process.
Please visit www.ifslearning.ac.uk for more information.
LSL Corporate Client LSL Corporate Client Department (CCD) is an innovative Asset Management business developed with the
Department considerable backing of it’s parent company LSL Property Services PLC.
Drinkwater Having entered the market in late 2007 LSL CCD has established itself as a provider of creative solutions
Tel: 07968 604 855 underpinned by market leading technology and delivered by an experienced Management team with a
Email: carl.drinkwater@ dedicated and knowledgeable workforce.
Their significant investment in technology means that clients can have secure access to their system, LSL CCD
has found this to be invaluable for conducting day to day case reviews with lenders remotely. Other technology
lead features include on line reporting and call recording.
LSL CCD are at the forefront of industry thinking having been involved in initiatives including Assisted Voluntary
Sales. Additionally the lettings and management arm of CCD has been delivering solutions for lenders who are
retaining properties and letting them under a service called ‘Residential Portfolio Management’.
MetLife MetLife is a global leading provider of insurance and financial services. Established for over 140 years MetLife
Contact: Steve Morris specialise in distributing, underwriting, administering and marketing personal protection and wealth management
Tel: 0118 9000 611 products to meet customers’ lifestyle needs.
uk.metlife.com Offering a Total Managed Insurance Solution (TMIS), MetLife work with client partners such as, Banks, Building Socie-
ties, Retailers and Motor Finance Houses across their international base, to provide protection and wealth manage-
ment products to their customers, via multiple distribution channels.
Having started its existence in Manhattan, US in 1868, MetLife has grown to be the largest life insurer in the US, dominat-
ing the No.1 position since 1991 and is the 4th largest insurance group in the world. With an AA rating (S&P), over $3.7trn
of in-force life business and 70m customers worldwide, MetLife are poised for even greater International growth.
This year, MetLife was recognised as the ‘best managed US insurance company’ by Forbes.
To find out how MetLife can work with you and to enter the prize draw visit stand 23 at the CML conference or call Steve
Morris on 0118 9000 611
CML Conference 2008 www.mfgonline.co.uk y MortgageFinanceGazette 23
Sponsors & Exhibitors
Navigant Consulting Marketplace sponsor
Navigant Navigant Consulting’s Financial Services Consulting arm (formerly known as Troika) has established an enviable
Consulting set of credentials and a reputation for excellence, consulting to the Financial Services market since 1998. Part of
Contact: Jim Muir Navigant Consulting since August 2007, we can now offer even more perspectives to our clients.
Tel: +44 (0) 207 015
8750 Our simple formula is to work with our clients applying our skills and experience to help them deliver their vision.
navigantconsulting. We have four teams focussing on the Financial Services industry: Retail Banking, Investment Management, Life &
com Pension and General Insurance.
We offer the following services to our clients:-
z Developing product, distribution, operational z Defining business and system architectures
and IT strategies. and operating models.
z Specialist advisors and deal-makers in z Maximising business performance through process
outsourcing and distribution alliances. and organisational redesign.
z Turning business strategies into robust and achievable z Transition management.
plans. z Facilitating business to business deals.
z Programme and project management. z Organisation, People and Change strategy and activity.
Professional Negligence Lawyers’ Association
Professional Negligence The Professional Negligence Lawyers’ Association is a nationwide group of solicitors who act for those involved in
Lawyers’ Association professional negligence claims.
Contact: Nigel Mallett
Tel: 0117 905 5316 The PNLA Lender Claims Group includes those members with a particular interest in working with mortgage lenders.
Email: nigel.mallett@ Many of the Group acted for lenders in the early 1990’s and indeed may well be panel members today.
Lenders will need to address issues arising from repossessed properties which do not realize the value anticipated. Some
of those may be the result of professional negligence or fraud.
Services to lenders include:-
a. Training, support and information sharing for in house teams and panel firms. (The next targeted event takes place on
25/26 November 2008 including speakers from Bradford & Bingley and City of London Police)
b. Specialists in professional negligence claims, fraud, asset tracing and recovery.
Quest Quest has supplied IT and computer systems relating to UK property transactions for over 25 years.
Contact: Thomas Parker
Tel: 01344 403400 Quest, which is part of the Landmark Information Group, is the market leader in the provision of survey and
Email: sales@questuk. mortgage valuation systems with its products handling in excess of 2,000,000 cases per year in over 7,000
com installed sites. This represents over £200 billion of lending security.
Building on its experience in this sector, Quest has developed specific products that help mortgage lenders
combat mortgage fraud. Q-Guard is an intelligent software tool that provides an additional layer of security to
the existing mortgage approval process.
It helps safeguard the mortgage lending community by offering a unique fraud analysis review at the point of
valuation, once personal identification and credit checks have taken place.
Using historical and real-time mortgage valuation reports, Q-Guard applies layers of intelligent pattern-match-
ing techniques and data analysis to assist in helping drive down incidents of mortgage fraud.
24 MortgageFinanceGazette y www.mfgonline.co.uk CML Conference 2008
Sponsors & Exhibitors
Registers of Scotland
Registers of Scotland The Keeper of Registers of Scotland is responsible for compiling and maintaining records relating to property
Contact: Bill Carracher and other legal documents. Handling around half a million registration transactions each year Registers of
Tel: 0131 200 3943 Scotland (RoS) plays a vital role underpinning the Scottish economy.
ros.gov.uk RoS has always been self-financing, being funded by the fees charged for registration and for providing
information from the registers. These fees have recently been reduced, in the case of registration fees by over a
quarter. It was awarded Trading Fund status in 1996.
Registers of Scotland has a clear goal to further reduce reliance on paper-based systems, drive down fees
and provide a first class service to the people of Scotland. To further this goal RoS has introduced Automated
Registration of Title to land (ARTL) which allows Lenders active in the Scottish market to realise the benefits of
faster paperless registration and reduced costs.
Rightmove Data Rightmove Data offers a highly accurate online valuation service, the Rightmove Automated Valuation Model
Contact: Nicolas Gates (AVM). The service provides an instant and accurate property valuation for lenders, surveyors and other
Tel: 020 7087 0688 professional users. As well as displaying all of the quantitative data, the Rightmove AVM reports usually have
Email: nicolas.gates@ photographs of the property being valued and its comparables.
The Rightmove AVM uses data from a number of surveying partners, HMLR and over 90% of the UK’s estate
agents, making it the largest database in the industry. The model is employed for a number of uses including
origination, re-mortgaging, securitisation, Basel II, audit, arrears management and asset management.
Rightmove plc has a proven track record of delivering market leading solutions to the Property industry for over
8 years. Rightmove.co.uk is the UK’s number one property website with over 29 million visits per month and is
currently ranked in the top 20 largest websites in the UK. At any one time it advertises over 1,000,000 properties
from over 20,000 estate agents, letting agents and new home developers.
Sandstone Technology Sandstone enables better lending decisions, faster…
Contact: Mark Aldred and can help you raise retail deposits rapidly and at low cost.
Tel: +44 (0)208 144
6396 In a turbulent environment, lenders need to be agile and improve the quality of lending whilst meeting regulatory
Email: markaldred@ demands. Sandstone’s LendFast loans origination solution delivers these benefits to lenders worldwide.
Agile – React quickly to a changing market to reduce your risk and improve loan profitability
Quality – Identify high quality applicants early and achieve faster “time to yes”
Compliance – Meeting current and emerging regulatory requirements
Sandstone’s BankLink and eSave solutions can also assist with online deposit based solutions.
Join other Sandstone customers; team with a proven world leading solution provider, committed to improving
your business and providing long term innovative lending solutions.
Talk to Sandstone to see how we enable our customers to deliver competitive products and services to their
customers, with lower processing cost and risk
Visit www.sandstone-tech.co.uk or email firstname.lastname@example.org
CML Conference 2008www www.mfgonline.co.uk y MortgageFinanceGazette 25
Sponsors & Exhibitors
ScotCall ScotCall is the leader in the provision of field based reconnection, rehabilitation and collection visits to the
Contact: Craig Wilson Finance Sector.
Tel: 0141 243 4839
Email: cwilson@scotcall. The ScotCall Special Services business uses fully employed trained negotiators who can carry out home visits
co.uk Nationwide to establish reasons for non-payment and provide re-habilitation services to get customers back on
The home reconnection model offers your customer the opportunity of direct telephone contact with you,
allowing you to quickly regain control of your customer relationship.
ScotCall uses the latest 3G enabled handheld technology for the secure real-time transfer of account data to and
from the field throughout the UK and ROI, providing clients with an up to date picture of each account status.
Merchant services from the handheld allow secure card payments together with cheques and cash.
ScotCall Special Services offer a high value proposition and can be used from single payment default, reducing
debtor roll-over, and downstream litigation and impairment costs.
The Scarborough Group
The Scarborough Group Big Enough to Matter – Small Enough to Care
Malcolm Larmouth Whatever your lending business strategy is, the Scarborough Group can move quickly to meet your needs while
Tel: 01723 504 326 taking the time to ensure you receive a personalised approach to service.
malcolm.larmouth@ Our third party administrator Scarborough Mortgage Services (SMS) understands that every client is different.
scarboroughms.co.uk With this in mind, SMS is able to offer your business a fully tailored end-to-end solution, with particular emphasis
on our excellent arrears management capability.
SMS’ expertise, flexibility and proven track record in meeting the individual administration needs of diverse
organisations are second to none. With 18 years of experience, SMS is a growing and dynamic organisation, com-
mitted to working in partnership to provide tailored business solutions.
Target Group Target Group is an expert in delivering lending systems and business process outsourcing to companies operat-
Contact: Hannah ing in the financial services industry.
Edwards Our systems streamline processes, deliver efficient credit and loans processing, loan servicing, and arrears man-
Tel: 02920301401 agement.
Email: Hannah. At Target we look at the issues facing today’s market, whilst also evaluating future developments, to provide
edwards@targetgroup. solutions which directly overcome your market challenges. Our industry expertise, consultative approach and
net innovative software means that we really can make a difference to your business.
26 MortgageFinanceGazette y www.mfgonline.co.uk CML Conference 2008
Sponsors & Exhibitors
UKValuation UKValuation is the pioneer of the Automated Valuation Model in the UK. Backed since 2006 by the experience
Contact: Vishal Passan and resources of First American CoreLogic (the AVM market leader in the US, with an $8bn turnover),
Tel: 07970 303281 UKValuation is dedicated to delivering a range of cost effective property risk management solutions entirely
Email: vishal.passan@ focused on the UK lending market.
UKValuation has an ever-expanding and comprehensive database of property information underpinning its data
We are building on our reputation for technical excellence and customer-focused solutions by integrating our
core AVM service into a suite of property risk management solutions for loan origination, funding, servicing,
arrears management, litigation, securitisation, balance sheet management as well as Basel II and audit functions.
For more information please contact our National Sales Manager Vishal Passan on
07970 303281 or email email@example.com
Vertex Financial Services For leading business process outsourcing and software solutions speak to Vertex
Contact: Angela Morrall
Tel: 01242 214000 Vertex is a leading global Business Process Outsourcing (BPO) and Customer Management Outsourcing (CMO)
Email: angela.morrall@ business. We provide a range of transformational solutions including outsourcing, technology and consulting
vertex.co.uk that deliver winning outcomes for our clients. With nearly 9,000 employees spanning 3 continents and 60
locations, we deliver solutions to a wide range of clients who include over 25 of the UK’s leading financial
Specialists in providing cost effective mortgage solutions and minimising your risks, our expertise spans:
With a proven track record of success and the demonstrable referencability that you would expect from serving
the Financial Services industry for over 20 years, clients can depend on us to deliver rock-solid performance.
That means exceptional day-to-day operational reliability, plus continuous operational improvement. We are
confident about our ability to improve a client’s business. We put our money where our mouth is: sitting on the
financial service s same side of the table, sharing the risks, and actively seeking reward structures that give us a stake in success.
Yorkshire Key Services
Yorkshire Key Services Yorkshire Key Services’ outsourced Retail Deposit and Administration Service is based on innovative Internet
Contact: Andy McCleod capability, offering efficient savings account opening capability to our clients.
Tel: 01274 353535
Email: armmccleod@ This provides a cost-effective, customer friendly solution, which allows applicants to open their accounts quickly
ybs.co.uk and easily using an online, paperless and signatureless application process. Applicants are electronically anti-Money
Laundering ID verified and can deposit funds via their Debit Cards at the point of sale. These in-built efficiencies make
this a cost-effective solution.
Our proposition caters for most online savings products and is highly scaleable to meet your funding requirements.
A ‘white labelled’ managed website and Call Centre support is included in our proposition.
Project delivery can be achieved in less than 20 weeks.
YKS is a wholly owned subsidiary of Yorkshire Building Society, the UK’s 3rd largest Society.
For further information, contact Andy McCleod (firstname.lastname@example.org)
or David Jackson (email@example.com) or telephone 01274 353535
CML Conference 2008 www.mfgonline.co.uk y MortgageFinanceGazette 27
Time is money...
How long does it take you
to recover your debts?
To maximise the performance of your
lending portfolio, speak to Vertex
Specialists in administering mortgage portfolios and providing debt management for UK secured and unsecured lending.
Call us today on 01242 214572 or email firstname.lastname@example.org to talk about the following areas:
• Dedicated debt management expertise meeting the needs of individual clients
• Analytics to drive debt modelling and deliver faster recovery of debt
• Tailored strategies deliver highest levels of rehabilitation and cure rates through
highly effective case management
• Initial default through to possession and shortfall recoveries
• Specialist services with established relationships with time-honoured partners
• Reducing collection costs through application of technology and skilled resources.
www.vertex.co.uk financial services