"We are delighted to have won this award for the second year in a row - as well as the recent Achievement in Service Award. We like to be consistent at Accord, that’s why we keep on listening to intermediaries and doing what you ask.
"Since our launch back in 2003 we’ve held around 30 nationwide focus groups with brokers every year, hosted by directors. Then we discuss what we’ve learned and take action. Our people regularly get face-to-face with intermediaries and packagers, from directors to our account managers, product managers and processing teams.
"We also undertake a regular service survey. Every intermediary who has a case completed with us receives a survey asking them to rate just how well we’ve done. The survey goes out regularly and our scores keep on improving year on year - you can check out the scores on our website. The scores and comments you make are read every month to look for ways to improve or to identify problems.
"Perhaps more importantly, the score we receive directly impacts on the Accord Mortgages staff bonus scheme. In other words, the ability of our staff to earn bonus is directly related to the service they provide to their customers – mortgage intermediaries.
"Every year sees improvement in service from Accord, from our people, from our systems and from our technology.
"We are delighted, yet again, to have our service recognised by our customers and thank you for your votes."
Chris Bull of Accord Mortgages accepts the Best Service Award from MI Editor Angela Faherty and Hal Cruttenden
