Lack of communication
If your provider is failing to return your phone calls or emails, this should tell you they are too busy to cope with their current workload. If your provider is too busy to talk to you, they will probably be too busy to cope with the business you send through to them as well.
Excessive complaints from unhappy customers
There are always going to be customers wanting to complain about service standards. However, if you are being inundated with calls from customers who are unhappy with your provider, they are probably still suffering with teething problems and therefore, unable to offer an acceptable service standard to your clients.
Delays
Although a HIP takes time to compile, an EPC should take no longer than 3 days to complete due to the vast numbers of accredited domestic energy assessors. Even if there is a valid explanation as to why your HIP is taking time, you must be kept informed to ensure you are able to manage your customer expectations.
Demanding payment upfront
Purchasing a home is likely to be the biggest transaction your client has ever made – so being able to offer a delayed payment service will be a huge benefit to them. Previous E2M research has found that if there is not a range of payment options available, consumers may be deterred from putting their property on the market.
Lack of knowledge
If your provider seems unfamiliar with key HIP terminology or the mandatory aspects of the pack, they probably haven’t had sufficient training and are likely to make mistakes.
Unmanaged accounts
If your account is not fully managed you could be passed from pillar to post when trying to get hold of your provider and may be kept in the dark with regards to problems. A dedicated account manager ensures you always have someone to contact with any problems.
System failures
Of course it takes new systems a while to get up and running, but if your providers systems are still facing problems, this will only get worse as their work-load increases.
No relevant background
With HIPs being a new aspect of the house selling process, many may see this as a new area to ‘break in to’. However, if they have no relevant conveyancing background, they may struggle to keep abreast of any market changes.
Cut price deals
Although saving money can be a great way to introduce new customers, if your provider is constantly offering cheap deals it could be a sign that they are struggling to keep repeat business, or are setting their prices too high to start with. Also, a quality service is of utmost importance – when first day marketing comes in, what will be most important to your client – how quickly they can put their property on the market, or saving £20?
Communication at odd times
Although it is good to know your provider is keen to work around the clock to ensure your client receives their HIP on time, if they are sending correspondence at 3 in the morning it’s a clear sign that they have too much work on.
Karen Babington, sales and marketing director, said: “It has now been three months since HIPs were first introduced and providers should now be running a seamless and profitable operation in order to ensure that advisers are getting high quality HIPs in an acceptable time frame.
"Unfortunately some providers seem to be struggling with the current demand for HIPs – a situation that is only set to get worse as HIPs are rolled out to all properties.
“Hopefully these warning signs will help advisers to determine whether their HIP provider is struggling. By spotting these warning signs early on, they can ensure they are linked with a suitable provider in time for the full rollout. As moving home is such a costly and time sensitive process, advisers need to be sure they are offering the best service possible to their clients.”
