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Interest Only pilot results Shared with CML interest Only Group December 2012
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Interest only pilot v3 14.12.12
1.
HML
interest only pilot 2012 Strictly confidential © HML 2012. All rights reserved .
2.
High level benefits
Helping customers to remain in their own home after the end of their mortgage term. Evidence to FSA pro-active action taken in contacting customers – regulatory risk is mitigated. Quality customer contact as opposed to just making contact. Enable you to better understand the interest only risk within your portfolio. 27 customers (mortgage value £3.9m) actively progressing amendments to part & part/ C & I as a result of this pilot – improving credit risk of portfolio. Achieve measurable customer response data - over 34% say they have a full repayment in place/ 4.2% have a partial repayment strategy – self-certified. Raised awareness with customers some of whom are now instigating action that will help repay their mortgage. © HML 2012. All rights reserved . 2
3.
Interest only client
activity Client 1 Client 2 Client 3 Approach: Approach: Approach: ’Customer response data ‘Regular customer contact ‘Options letter with access gathering exercise (letter (letter and calls), gathering to a client branded and calls) that will support repayment strategy repayment/ part & part and inform follow up evidence. Instruct field affordability calculator.’ strategies.’ agents near term expiry where no contact achieved.’ © HML 2012. All rights reserved . 3
4.
Interest only pilot
– contact strategy 500 customers Initial contact by letter, posing two questions: Do they have a repayment strategy in place ? and if so, What type of repayment strategy was being used ? If no response was received, three outbound call attempts were made two-three weeks later to ask the same two questions. All conversations were scripted to prevent the risk of providing advice. Where customers were unsure or did not have a repayment strategy in place, the HML Consultant was able to provide the customer with A list of repayment strategy options. Details on how to contact some independent financial advisers where the customer could discuss the options in more detail. Information that other IFA’s were available. © HML 2012. All rights reserved . 4
5.
High level results
Full Repayment 0% 0% Partial Repayment 35% 34% Not able to pay Unsure/ will look in to call 18% back 4% 4% Contact details not valid 5% No contact © HML 2012. All rights reserved . 5
6.
Successful contact strategy
results ‘Only received 3 responses by letter - but no pre-paid envelope included.’ © HML 2012. All rights reserved . 6
7.
Outbound calls –
successful contact times ‘305 successful contacts with customers = 61%’ © HML 2012. All rights reserved . 7
8.
Customers with ‘Full
repayment strategy in place’ Most common repayment strategies Sale of Property 26.74% Multiple Repayment Strategies 26.16% Sale of another asset 15.70% Long Term Savings Plan 10.47% ‘172 customers in this sample said they have a repayment strategy that will fully repay their mortgage balance’ = 34.4% of 500 customers © HML 2012. All rights reserved . 8
9.
Customers with ‘Partial
repayment strategy in place’ ‘21 customers in this sample said they have a repayment strategy that will partially repay their mortgage balance’ = 4.2% of 500 customers © HML 2012. All rights reserved . 9
10.
No repayment strategy
or unsure customers – Risk Profile ‘111 customers (£202.6m) from this sample have no repayment strategy or unsure of what they intend to do’ = 22% © HML 2012. All rights reserved . 10
11.
Customer feedback
Response LTV Term Remaining Age Balance ‘Plans to switch to C & I next year’ 88% 16 years 42 £233,400 ‘Plans to pay with inheritance, savings and will look in 78% 17 years 47 £84,000 to repayment next year’ ‘Will be selling property near the end of term’ 93% 10 years 55 £124,500 ‘Unsure what to do and will speak to an adviser’ 103% 23 years 40 £59,500 ‘Mr is already overpaying (credit arrears balance of 93% 19 years 46 £64,000 £8,800)’ Customer feedback: “I’m impressed by your pro-active approach to contacting your interest only customers. ” © HML 2012. All rights reserved . 11
12.
Customers ‘moving to
C & I’ following contact Monthly payment increase from interest only to repayment Part and part or term extensions may need to be considered as options to support these customers. © HML 2012. All rights reserved . 12
13.
HML - Key
facts • HML is a leading specialist financial outsourcer providing solutions to the mortgage, savings and loans markets • Over 20 years’ experience managing customer accounts for some of the world’s biggest financial institutions • Over £43bn residential and commercial mortgages currently under management • 1,300 employees based across 3 UK sites, including a 450 seat call centre handling up to 13,000 calls per day • A technology platform that has undergone a multi million investment to enhance functionality, control, compliance and stability © HML 2012. All rights reserved . 13
14.
Contacts • Ben.Chambers@hml.co.uk • John.grimbaldeston@hml.co.uk ©
HML 2009. All rights reserved. 14
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