We have been thinking overnight about the latest guidance from the FCA and of course about the UK Government’s latest announcement on lockdown – and I wanted to let you know our views about it and tell you that we are open for business.

As the FCA said last night, firms must ensure customers receive appropriate forbearance that is in their interests after consideration of their individual circumstances. The regulator has also made clear that if customers have come to the end of a payment deferral period but are unable to resume payments, Firms must review their approaches. At the same time, it has become possible again to restart possession litigation, but not to enforce any orders before the end of January.

The guidance talks about how lenders should collate information from customers and automation is clearly permitted. But what should lenders do about customers who are not paying and who do not engage with existing contact strategies or tools to gain information? We are sure you will agree there is a need to:

- try to engage with customers

- keep customers informed

- avoid over-forbearance

- understand how the pandemic has affected customers

Our field and our telephony services can help with all of these aspects and we are open, ready and willing to action:

• The market leading range of Field Services
• Time to Talk, online video customer engagement to secure Full Fact Finds – with no visit to the customer’s home required
• Reconnects
• Outbound and inbound Customer Telephony
• customer queries
• mortgage payment holiday requests, which will now continue
• arrears management and rehabilitation
• all with the same high standards of quality and assurance you know us for already

We have grown to 225 FTE, so let us know how we can help. Please contact me, Mark Higgins, on 07795 504476 if you’d like to discuss.