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Customer Administration

Our customer administration teams operate with a modern day, brand-new, very scalable core servicing platform and therefore are responsible for the entire range of back-office processing functions. Our servicing platform Acenden is capable of overlooking a range of residential loan styles, in Sterling and Euros and we have effectively boarded loans from other United Kingdom third party mortgage administrators. We deal with more than 100,000 phone calls monthly, all within industry leading service levels, addressing a variety of activities, which includes account management, direct debit mandates, statement queries and buildings insurance. We process over 75,000 payment transactions every month.

Early Arrears Our early arrears staff, in which handles accounts up to eight weeks in arrears, works together with clients at the first sign of a possible payment problem. Through early and frequent contact, the team’s skilled collectors concentrate on developing connections with customers, presenting flexible ways to correct or better their individual situation. In most cases, we help as much as 80% of early arrears customers maintain a satisfactory repayment plan. Whenever we can, the early arrears team Acenden Mortgages assists customers choose the best solution to prevent loans from reaching the late arrears stage.

Property Management and Sales Our property management team is mainly responsible for advertising and selling all repossessed properties as well as being extensively experienced with this area.


They use a number of external parties to set the cost of each property or home soon after it’s taken into possession. The properties are then cleaned and cleared before a bespoke marketing plan is concluded. Our external asset and property management partners are constantly monitored and evaluated. Our property sales teams go to properties frequently, in the role of “secret shoppers� to collect market data to aid performance. We believe we have one of the shortest property holding intervals within the UK market.


Customer Administration  

Our customer administration teams operate with a modern day, brand-new, very scalable core servicing platform and therefore are responsible...

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