Covid-19 update from e.surv
Please see the below Covid-19 update from our property risk partner and valuation panel manager, e.surv.
"As we move into the next phase of the COVID-19 pandemic, with one regional lockdown in place and many others under discussion, we continue to adapt and enhance the service we deliver to you and your customers.
While the return to physical valuations has been welcomed by many, we are aware of a significant increase in telephone calls from brokers seeking progress updates or attempting to book appointments on behalf of applicants.
The team required to manage these additional inbound and outbound calls is the same as that required to book valuation and survey appointments. However, the extraordinarily high volume of incoming calls is hampering our ability to proactively book physical inspections and meet customer expectations.
As you will appreciate, we are contractually unable to discuss cases with third parties, including brokers.
We are also ethically obliged to spend a little time talking householders through the additional COVID-19 safety precautions when booking appointments.
Enhanced Booking Process
We endeavour to introduce an enhanced booking process, making four attempts within a 15 day period to contact the householder and secure an appointment.
However, we are concerned that if the current volume of incoming broker enquiries continues, this will not be achievable and turnaround times will be comprised.
To mitigate against this issue, we have updated our telephony system with the following targeted information for incoming callers:
'If you are a broker or intermediary calling for an update on an appointment, this information can only be provided to the occupant or applicant. We are therefore unable to provide you with this information'.
We remain available to all our clients in the normal way. Any assistance you can offer to minimise the volume of erroneous calls will strengthen the service we strive to deliver to you and your customers. Thank you in advance for your support."
For any queries regarding the above please contact your local BDM or our Intermediary Support Team on 0345 602 2338 or intermediary.lending@newcastle.co.uk. Our lines and live chat are open 9am - 6pm Monday to Friday.