£43bn mortgage servicer goes digital

15 June 2011

The mortgage industry's first white-labelled online self-service platform has been launched through the new relationship between Intelligent Environments and HML.

Intelligent Environments is a digital banking provider, and part of the Parseq Group, and has teamed up with HML, a lending specialist financial outsourcer, managing approximately £43 billion worth of mortgage assets for 45 clients.

HML handles customer enquiries on behalf of its clients for nearly 400,000 live mortgage accounts, and the new deal will enable the firm to deliver an online mortgage management tool for its clients'.

Via the function customers will be able to view mortgage account details online including balance and last payment details, download commonly used forms, view FAQs and contact HML using secure messaging. The platform will also be upgraded later in 2011 to include an online payment facility.

Neil Warman, Chief Commercial and Finance Officer at HML, said: "We developed the product because we understand that our clients' customers want to access their mortgage account in a number of ways and an online service is a convenience that many now consider essential. Our white-labelled service gives our clients a fully branded website that improves the service experience we provide to their customers."

Intelligent Environments will host the solution which will integrate directly with HML clients' websites, presenting a seamless, full branded service to the end user. The Intelligent Environments platform also provides HML with a secure hosting environment that can scale to meet future demands and cope with the monthly peaks in activity that the mortgage administrator experiences.

Jerry Mulle, Sales and Marketing Director at Intelligent Environments, said: "HML is our first mortgage client and it reflects the increasing number of enquiries that we are receiving from the financial services sector to use the online channel for more than just their core banking products.

"This is very much in line with the consumer demand that we highlighted in a recent YouGov survey that found that 35 per cent of Britons would like regular access to an online portal or online banking to help them to manage money more effectively. We expect an increasing number of online self-service platforms to emerge as financial service providers seek ways to better engage with customers."

The new facility is expected to be a welcomed addition to the mortgage industry, with such a large number of consumers currently in the new, an aid to help clients manage their mortgage repayments online, will certainly be beneficial.

Paul Fenn, Managing Director of Amber Homeloans, said: "Online banking has been available for many years so it is a logical step for the mortgage industry. HML's white-labelled service will be easy for us to integrate and will enhance our customers' experience. This consideration was vital to us taking on the service."