CUSTOMER service at Skipton-based Homeloan Management (HML) has been named the best in the industry by The Mortgage Finance Gazette for the second consecutive year.

The UK’s biggest mortgage services provider was named the winner in the magazine’s ‘Best Customer Service/Treating Customers Fairly – Non Lenders’ category at a reception in London.

Andrew Jones, chief executive officer, said: “We do everything we can to work with borrowers, particularly those significantly behind on their payments, ensuring they have every opportunity to catch up and pay in a way that suits them.

“It reflects the hard work and bright minds of so many of my colleagues and their strong commitment to putting our clients first."

He added: “The support we have offered over the repercussions of future interest rate rises is based on our thorough knowledge of our clients’ portfolios and the use of advanced tools and technologies to accurately anticipate how their customers will be affected.”

Joanne Atkin, group editor of Mortgage Finance Gazette, said: “The judges were impressed with HML’s proactive stance towards contacting mortgage customers identified as being potentially vulnerable to interest rate rises.

“Too often people bury their heads in the sand but an early warning system can be the jolt people need to face up to financial problems.

“Showing borrowers examples of how various increases in rates would affect their monthly payments gives customers time to think of next steps, and if necessary get assistance from HML’s credit management consultants or be passed to a free debt advice provider.”

With an interest rate rise under discussion for many months, judges praised HML’s proactive response to helping lenders and their customers anticipate and understand the increases to mortgage costs that are likely to follow.

HML was also highly commended in the categories of ‘Innovation’ and ‘Best Debt and Arrears Management Strategy’.