CML Effectively Serving Vulnerable Mortgage Customers Booklet 2016

Effectively serving vulnerable mortgage customers

5 July 2016 Charles Darwin House, London

Seminar programme

ANNUAL CONFERENCE 9 NOVEMBER 2016 CAVENDISH CONFERENCE CENTRE

www.cml.org.uk/annualconference The premier conference for the UK mortgage industry Housing supply and stock trends: What do they mean for the future?

Capabilities and capacity issues of new build The latest research and findings from CML Can regulation and market innovation ever co-exist comfortably?

The future for last-time buyers ‌and much more!

Email: events@cml.org.uk

R I S I N G Our CML Rising Stars programme finalists will present their ideas for a brilliant mortgage product and/or service to meet the specific mortgage needs of older people.

Phone: 0845 373 6771

COMMERCIAL SUPPORTERS

Programme 0900 – 0945 0945 – 1000

Registration and refreshments Welcome and introduction June Deasy, Head of Policy, Council of Mortgage Lenders

1000 – 1020

Health issues and how lenders can adapt Chris Fitch, Research Fellow, Personal Finance Research Centre, Bristol University How physical and mental health can affect lending Potential strategies and solutions

1020 – 1040

Consumer vulnerability and regulation Barbara Hughes, Technical Specialist, Financial Conduct Authority Latest update on good lender practice

1040 – 1100

Lender perspectives and case studies Scott Taviner, Senior Manager, Computershare Mortgage Services Exploring processes and practices that really work

1100 – 1130 1130 – 1150

Refreshments Effective customer treatment Nichola Jenkins, Senior Associate, Shoosmiths Recording information given by people in vulnerable situations Recording information from third parties and carers about the vulnerable The use of flags to identify cases involving the vulnerable

1150 – 1210

The cross-industry perspective Richard Khaldi, Senior Director Customers and Casework, Ofwat How do other industries handle vulnerable customers?

What procedures and safeguards are in place?

1210 –1230

Complaints Stephen Humphreys, Head of Propositions, Huntswood Customer expectations when complaining Impact of vulnerability on complaining and the complaints process Responsibilities on firms Best practice operating model design, implementation and embedding

1230 –1250

Successful lender practice Sue Rossiter, Senior Policy Adviser, Council of Mortgage Lenders Debt consolidation, advice and collections

1250 – 1330

Lunch and seminar ends 3

Speaker biographies Conference Chair: June Deasy Chair, Head of Policy, Council of Mortgage Lenders June Deasy has sixteen years’ in-house and agency experience in strategic communications, public policy and public affairs and has advised and briefed senior executives, politicians, government officials and other policy influencers at UK and international levels. Her work has included developing and promoting policy for high profile multinationals in the financial services, energy, retail and transport sectors; housing sector organisations; trade associations and global professional bodies.

Chris Fitch Research Fellow, Personal Finance Research Centre, Bristol University Chris Fitch leads a programme of research and training on the relationship between financial difficulties, mental health problems, and other forms of vulnerability. This programme has a particular focus on providing professionals from different sectors with the tools and skills needed to realistically work with individuals reporting these problems.

Barbara Hughes Technical Specialist, Financial Conduct Authority) Barbara Hughes is a career consumer protection specialist, currently working within the Financial Conduct Authority’s (FCA) consumer insight department on consumer strategy, to ensure the consumer perspective and experience is embedded throughout all the FCA does to improve outcomes for consumers. In particular she is leading the next phase of work on vulnerability, internal consumer consultancy and working to improve insights into the experience of illegal money lending.

Immediately prior to joining the FCA in 2014 Barbara was Director of Consumer Policy at the water regulator, leading policy development on vulnerable consumers, consumer engagement, consumer information and redress on which she led a project to introduce a new self-regulatory scheme for water consumers to secure independent redress.

Much of her career was spent at the Office of Fair Trading where she worked on credit, including updating legislation and enforcement, and on consumer and competition policy.

4

Stephen Humphreys Head of Propositions, Huntswood Stephen Humphreys leads Huntswood’s proposition development activity, ensuring Huntswood’s products and services are aligned to the marketplace and are best in class across the market. He has played a critical role in projects across the business, and is currently focusing on, amongst other things, vulnerable customers, complaints, the Senior Managers Regime and pensions.

Nichola Jenkins Senior Associate, Shoosmiths Nichola Jenkins is a specialist information technology and data protection lawyer. Upon qualification as a solicitor in 2002, Nichola was employed by global healthcare software provider iSOFT plc as sole legal counsel for a number of years where she advised the company’s many business units at group level and within the various UK and overseas subsidiaries.

Having made the move into private practice in 2006, Nichola has since advised many clients in respect of data protection matters, from business-as-usual and ad hoc queries to IT and DPA audits and policy reviews.

Richard Khaldi Senior Director Customers and Casework, Ofwat Richard Khaldi joined Ofwat in January 2014 as Senior Director responsible for Ofwat’s customer and casework programmes.

Before joining Ofwat Richard was Head of Competition for the economic regulator in Scotland, the Water Industry Commission for Scotland, where he set up and ran the retail market for all non-household customers in Scotland. As well as holding an MBA from the University of Chicago, Booth School of Business, Richard is a qualified solicitor who began his career at Allen & Overy in the City of London specialising in civil litigation and contentious regulatory matters.

5

Speaker biographies Sue Rossiter Senior Policy Adviser, Council of Mortgage Lenders Sue Rossiter has more than 15 years’ experience of regulatory policy development as both a civil servant and in a trade association setting. She joined the CML as a Senior Policy Adviser in November 2015. Drawing on her experience working in organisations including the Financial Ombudsman Service; OFGEM; the Office of the Rail Regulator; and the Remote Gambling Association, Sue specialises in conduct regulation at the CML.

Scott Taviner Senior Manager, Computershare Mortgage Services Scott Taviner has over 23 years experience in the collections and recoveries field. Scott started his career in debt management, spending 17 years at Northern Rock in various roles from initially making and taking arrears calls, to developing collections strategies and leading large operations in secured and unsecured collections.

Scott joined UKAR in 2010 and has led the team that deals with those customers in severe financial difficulties and this has expanded more latterly to include the vulnerable, shortfall recoveries and back-office processing teams across both of the North East and Yorkshire sites.

Scott has been the operational lead in developing and implementing the approach to vulnerable customers across customer operations.

More recently Scott moved to Computershare Mortgage Services in June 2016 as part of their acquisition of the customer service operation of UKAR.

6

Your notes

7

C M L

A N N UA L D I N N E R 7 DECEMBER 2016 The spectacular Supernova in Embankment Gardens in central London is the perfect setting for the most highly regarded dinner in the mortgage industry. Join us and over 1000 guests for a fabulous evening of cocktails, delicious dishes and unrivalled networking opportunities.

TICKETS AND TABLES ARE SELLING FAST, SO HURRY, BOOK NOW!

W W W. C M L . O RG . U K / D I N N E R events@cml.org.uk

0843 373 6771