The Insiders with James Burwood: Episode 1 - Lending Operations

Driving faster decisions through smarter processes
A big focus of our conversation was on speed and efficiency, two areas that we know matter hugely to both you and your clients. One of the most impactful changes Michael has introduced is reordering the valuation process for Buy to Let cases, bringing valuation instruction forward to the point of application.

While it may sound like a small operational tweak, the impact has been significant. By allowing valuation and underwriting to run in parallel, we’re removing unnecessary downtime and accelerating the journey to offer. This not only improves turnaround times but creates a more consistent and reliable process, giving you greater confidence when setting expectations with your clients in what can often be a time-sensitive environment.

Why communication matters more than ever
We also discussed the critical role communication plays in keeping cases moving. We’ve always believed in the value of direct, human conversations, and that hasn’t changed. Underwriters picking up the phone to speak directly with brokers remains a key part of how we operate.

Recent enhancements, such as clearly identifying outbound calls as ‘Kensington Mortgages’, mean you’re aware of who’s calling and therefore more likely to engage with us early in the process. These conversations help quickly clarify queries, avoid unnecessary back-and-forth, and keep cases progressing at pace. In many instances, the ability to speak directly with the decision-maker can be the difference between a delay and a swift path to offer.

The Kensington Difference
Another key theme was what sets us apart. Our approach to manual underwriting allows us to go beyond credit scores and truly understand the full story behind each case. This flexibility means we can support a broader range of customers, including those who may not fit a traditional high street lending model.

Combined with our accessibility – across BDMs, live chat, underwriters and support teams – it ensures you have multiple touchpoints to get answers, sense-check cases and move forward with clarity. It’s this combination of expertise, accessibility and flexibility that underpins the Kensington experience.

What’s next for Lending Operations?
Looking ahead, Michael shared that the focus remains firmly on continuous improvement. This includes exploring how better use of data and evolving valuation approaches could further reduce processing times, as well as developing more specialised expertise across the business to better reflect regional differences and customer needs.

The ambition for his department is clear: to create a faster, more seamless journey where your cases can move from application to offer in increasingly shorter timeframes, without compromising on quality or support.