Audit trail & responsibilities

The Management Information (MI) pack

Our recommendation is to provide you with a monthly Management Information (MI) pack detailing progress on the service. However, reports can be made available at different time intervals if preferred.

This will ensure that the service is meeting the agreed standards and that any problems are swiftly recognised and resolved.

The contents of the MI pack will mirror the Service Level Agreements (SLA) and include:

• Enquiry and instruction rates.
• Completion times and rates.
• Cancellation rates and reasons.
• A breakdown of customer service calls received.
• Any exceptions to the SLA standards and details of any complaints received.

Information will be provided on a trend basis and individually for all contributing conveyancing firms giving an accurate picture of performance.

In addition, we use a combination of Crystal reports and Crystal Enterprise to provide business intelligence.  This utilises information held on our Servicer Tracking and Reporting System (STARS).  Lenders have real-time access to this information - either online or via data-driven emails.