Nationwide Building Society and The Mortgage Works (TMW) are rolling out a new initiative designed to aid brokers in supporting mortgage customers and landlords with additional needs.
This service is set to enhance the communication channel between brokers and the lenders, ensuring that those requiring extra assistance are identified and catered to effectively.
The service is complemented by an extensive suite of resources and guidance tailored for vulnerable customers, now accessible on the Nationwide for Intermediaries and TMW for Intermediaries websites.
Brokers have two avenues for signaling support requirements: directly contacting Nationwide or TMW via a specialised email team or guiding customers to the Experian Support Hub.
This hub offers a streamlined process for customers to inform various organizations about their support needs simultaneously.
Ian Andrew, director of intermediary relationships at Nationwide, underscored the importance of this initiative: “We know some of our customers and landlords will have vulnerabilities that require tailored support from us, and intermediaries will often be aware of that information first.
“We want to make the process of notifying us as easy as possible for brokers, so they can alert us to any important information needed to support customers, which is why we’re launching this service alongside new in-depth guidance.
“We know this is something brokers have been asking for and it’s another example of us responding to their feedback.”
