A queue of simple files that are not quite simple
When rates move, remortgage instructions arrive in waves through lender panels and brokers. Each file is straightforward on paper: no chain, no seller, one lender out and one in. But each still needs the file opening, the client identified, official copies downloaded, a redemption statement requested, the mortgage deed signed and witnessed, funds handled and the new charge registered.
The team works through them one at a time, typing the same kinds of details into the same screens, while purchase files wait.
Why remortgages still take real effort
Remortgages are high volume and low fee, so the steps that are mechanical on each file matter a lot in total. Instructions come from lender panels in their own formats. Redemption statements arrive by post or email in each lender's layout. Deeds come back signed incorrectly. Each small step is quick, but there are many of them per file and many files.
When volume jumps, firms either stretch the team or turn work away, because the process scales only with people.
| Remortgage step | Manual effort today |
|---|---|
| Opening the file from the instruction | Retyping from a panel platform or PDF |
| Official copies and title check | Download and read each one |
| Redemption statement | Request, chase, retype figures |
| Mortgage deed signing | Post out, check return, often redo |
| Registration | Prepare and lodge, track requisitions |
What the manual steps cost
Case handler time spent on routine remortgage steps is time not spent on purchases, which are more complex and often more valuable. Spikes lead to backlogs, and brokers and lenders measure panel firms on speed. Errors from retyping, such as a wrong name or title number, create requisitions and delays at registration.
It is also dull work, and dull work is where attention slips.
How we build a remortgage flow
- Instruction to file: instructions from lender panels or brokers are read and a draft matter created, with parties, property, lender and loan details, for a person to confirm.
- Automatic orders: once confirmed, the ID request goes to the borrowers, official copies are requested, and a redemption statement request goes to the existing lender.
- Title reading: the register is read and anything that does not fit the standard pattern (restrictions, additional charges, name differences) is flagged for a case handler.
- Redemption figures: redemption statements are read and figures captured, with expiry dates tracked.
- Deed signing: the mortgage deed is prepared and sent with clear signing instructions, and the returned deed is checked for missing signatures, dates and witness details before acceptance.
- Exceptions queue: case handlers work from a queue of files with something needing judgement, while straightforward files move through the standard steps under supervision.
Checking title, deciding what needs reporting to the lender and signing off each file stays with your case handlers.
What the remortgage team gets
Straightforward files move through the routine steps without being retyped, and case handlers spend their time on the ones that need them. Spikes in volume mean more files in the queue rather than proportionally more typing. Fewer mistakes reach registration because details come from the source.
Purchase work is less squeezed when remortgages are busy.
Is this your remortgage work?
- Remortgage instructions are retyped from panel platforms or PDFs.
- Redemption statements are read and retyped by hand.
- Mortgage deeds often come back signed incorrectly.
- Volume spikes create backlogs.
- Remortgage work crowds out purchase files.