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Case Studies

  • New Lender

    Launching a new lender into the UK mortgage market.

    When a major global financial institution decided to enter the UK mortgage market, it wanted to see rapid and innovative growth. At the height of the mortgage market boom HML was approached by one of the biggest names in the global financial industry to assist with the launch of a UK lending arm. The firm had acquired a front-end lending platform, had substantial funding in place and was looking for a servicing partner to manage the post completion administration of its loans. Following a period of initial discussions and planning the…

  • Asset Purchase

    Asset purchase completed within eight weeks.

    One of the UK’s top five building societies was looking to purchase a book of mortgage assets from another lender within a tight timeframe. The building society already worked with another servicing partner, but as is the case with over 45 UK and Irish lenders, the assets were already under management on the HML system. We were approached to assist with the transaction and the transfer of the £120m book was completed within eight weeks. We’ve completed 90 asset transfers in recent years, with a 100% success rate, so all parties involved had a high degree…

  • Text Messaging Service

    Text messaging improves client contact rates.

    The adoption of text messaging into our customer contact strategies has been a highly successful development. We recognise that making contact with customers is one of the biggest challenges for our credit management teams, so opening up new channels of communication is important. HML’s text messaging service is not a stand-alone activity – it sits within our collections strategy. Clients using this service work with our optimisation team to identify the ideal times and volumes that will deliver enhanced results. Setting up a text messaging campaign generally takes just 5 days. The results speak…

  • Prime Time Contact Service

    Weekend working delivers enhanced call centre results.

    A new 'Prime Time Contact' service was launched to existing clients aimed at delivering enhanced collections via weekend working. HML's standard servicing arrangements operate on weekdays, weekends and evenings but an enhanced weekend service was devised whereby our teams would aim to enhance the levels of contact and collections. An outbound calling approach was used, which was backed up by detailed account segmentation. A 150% spin was applied, which means our representatives try to contact each customer on average 1.5 times. Full reporting is provided to clients enabling them to quickly identify the…

  • Outsourced Mortgage Servicing

    Established lender outsources its mortgage servicing.

    A major specialist lender had identified that outsourcing its mortgage administration would enable it to focus its efforts on strategic growth and developing its core business. HML was approached and engaged by one of the successful names in the UK mortgage market to help it achieve its growth targets. By outsourcing the post-completion mortgage administration on its £multibillion back book, it would be able to realise cost savings on offices and staff while applying more focus to its new lending and asset trading programmes. Working in partnership with HML a major project commenced, which…

  • Standby Servicing

    Providing standby servicing and cash bond administration.

    A number of HML's clients have a need for standby servicing arrangements on securitised books of mortgage assets. Our approach to setting up standby arrangements is tried and tested and can usually be comfortably completed within three months. Initially we produce a draft service specification, and then conduct a detailed gap analysis and invocation planning process. Tested data is mapped across to our system (where appropriate) and functionality is also tested. HML provides standby servicing and/or cash bond administration covering approximately 80 transactions, spanning six separate mortgage administration platforms. As the leading provider…

  • Mergers

    Meeting the merger needs of existing clients.

    When two of HML's building society clients announced they were merging, they needed us to adapt to service the new entity. The building society sector has been going through a period of consolidation for many years, but the financial crisis has led to a number high profile mergers and acquisitions. Following the announcement of the merger of two long standing clients, it was important for HML to adapt its relationship with the new enlarged society quickly and painlessly for all involved. A new set of servicing standards were agreed, which led to a…

  • Euro Client

    HML's first ever Euro client.

    An existing HML client was launching a subsidiary in Ireland and had a requirement for a servicing platform capable of dealing with Euros. HML had handled books of mortgages held in foreign currency before, but this was our first client who wanted to deal solely in Euros. Our dual currency servicing platform proved to be a key factor in the success of this project and enabled the new lender to move from concept to launch within just 6 months. The new lender went on to enjoy substantial success. Within three years it had in excess…

  • Customer Contact Services

    Diversifying the use of HML's call centre.

    A national mortgage brokerage needed an expert partner to handle new leads and set up appointments with potential new customers. HML was approached to help with this project based on its reputation as an authority in the UK mortgage market. Using dialler methodologies and pre-agreed call scripts, we were able to apply our call centre capability to work alongside the national mortgage broker to great effect. Our remit included setting appointments for advisers with previously generated prospects, and also dealing with new leads generated directly from the internet. The project was an excellent…