SUPPLIER MANAGEMENT AT SPICERHAART CORPORATE SALES The asset management arm of Spicerhaart Corporate Sales employs a number of measures to continually assess its suppliers – the people who are preparing and selling on the possessed properties we are managing for lenders. We audit by phone, conduct file checks, full supplier audits and unannounced property site visits. In addition, we have a dedicated compliance team who telephone mystery shop each of the agents on a regular basis. Each agent and supplier receives feedback via their case handler on areas to improve and we, of course, take appropriate action depending on their score. The ultimate sanction will be removal from panel. As an example a few specific areas we use for appraising contractors on an ongoing basis are... • Photographic evidence of preparing the property for market, i.e. • Drain down • Lock change • Keys in sets • Gardens maintained (where agreed with client) creating better kerb appeal • Contractor pack sent within 5 days • Evidence costs are controlled (Alongside 2 quotes we use our expertise and photographic evidence to support the need for extra costs) A few areas for appraising agents on an ongoing basis are... • Quality of advertising (spelling, pictures etc). • Performance on mystery shop, such as... • Did they promote as a vacant possession? • Were they able to promote the property successfully? This breaks out into many separate checks. • Did the agent steer you to another (perhaps more lucrative) property? Providing paperwork on time We also performance manage the suppliers in terms of turn times, quality of files provided and overall quality of service (such as remedying mistakes). All this dovetails into an overall impression and score which is used to support selection and ongoing stock allocation decisions.


mortgage introducer SEPTEMBER 2010 35


Page 1  |  Page 2  |  Page 3  |  Page 4  |  Page 5  |  Page 6  |  Page 7  |  Page 8  |  Page 9  |  Page 10  |  Page 11  |  Page 12  |  Page 13  |  Page 14  |  Page 15  |  Page 16  |  Page 17  |  Page 18  |  Page 19  |  Page 20  |  Page 21  |  Page 22  |  Page 23  |  Page 24  |  Page 25  |  Page 26  |  Page 27  |  Page 28  |  Page 29  |  Page 30  |  Page 31  |  Page 32  |  Page 33  |  Page 34  |  Page 35  |  Page 36  |  Page 37  |  Page 38  |  Page 39  |  Page 40  |  Page 41  |  Page 42  |  Page 43  |  Page 44  |  Page 45  |  Page 46  |  Page 47  |  Page 48  |  Page 49  |  Page 50  |  Page 51  |  Page 52