Nationwide Building Society is piloting a system for intermediaries where all new build cases are managed by a single specialist, from initial vetting through to offer.
Nationwide said the case management model has already led to reductions in the need to escalate cases, a shorter time taken to offer as a result of the simplified approach, and a more personalised service.
Andy Dean, head of intermediary support and new build at Nationwide, said: “We are already providing a good service, but we have listened to intermediary feedback and as a result we have launched a service to enhance and improve a process that would be dedicated to new build.
“These cases will be managed and reviewed by one person, meaning that the time to vet and assess documents received from the broker will be reduced. The pilot is already receiving positive feedback, with fewer escalations needed and offers being issued more quickly.
“This is another enhancement that underlines our commitment to improving our intermediary and new build proposition.”
Greg Cunnington, director of lender relationships and new homes for Alexander Hall, said: “The move to case ownership is a great new addition to the existing strong levels of support.
“This will lead to reduced times to offer and having the ability to discuss escalation requirements, which will come up with new build, with a ring-fenced support team for immediate action is a significant move that our advisers feel will have huge benefits to their new build business.”