-
- Sustainability
- Our customers
The Group’s lending products seek to have a positive social impact, helping support the UK mortgage market for those customers underserved by the High Street lenders.
Our strategy to be the number one specialist for our customers means that we offer valued products, tools and services that support them achieving their saving and borrowing aspirations.
Kent Reliance
Charter Savings Bank
OSB
CCFS
We achieve this through the provision of online and telephone channels for our savings customers, in addition to our nine Kent Reliance branches in the South East of England. Our mortgage products are distributed by intermediaries, (other than the Heritable brand which is direct to developer) across England, Wales and Scotland, with whom we maintain strong relationships.
The Group places a particular importance on meeting the specialist needs of the customer which means a focus on efficient and supported onboarding for new customers alongside retaining balances and maintaining long term, customer relationships.
In 2024, we offered our savers attractively priced products with the retention rates amongst our savers remaining high with 90% of customers with maturing fixed rate bonds with Kent Reliance and 85% with Charter Savings Bank choosing to take another product with the same brand.
Our savers are keen advocates of the Group’s products and service, which was reflected in strong Net Promoter Scores (NPS), at +72 for Kent Reliance and +62 for Charter Savings Bank.
In 2024, our savings products received industry recognition: Charter Savings Bank won Best Overall Savings Provider for the seventh year running from Personal Finance Awards, Best Fixed Term Savings Provider from YourMoney.com awards and Cash ISA Provider of the Year from Moneynet Personal Finance Awards. YourMoney.com Personal Finance Awards named Kent Reliance as Best Cash ISA Provider.
Working with intermediaries, we help bridge the gap in housing demand across the UK, providing funding for first-time homebuyers, shared ownership, affordable housing developments, Buy-to-Let investments, and commercial properties.
Our representatives actively participated in both physical and virtual events with brokers throughout 2024.
This understanding has allowed us to continuously refine our customer propositions, with our efforts recognised in our broker Net Promoter Score (NPS) of +57 for OSB and +52 CCFS.
The Group’s mortgage proposition continued to win industry awards with Kent Reliance for Intermediaries winning Best Specialist Lender from L&G Mortgage Club Awards, Precise Mortgages awarded Best Specialist Lender from TMA Club and the Group recognised as Best Specialist Bank at the Bridging and Commercial Awards.
Our efforts to create a fairer and more sustainable Private Rented Sector through our independent Landlord Leaders initiative gathered pace as we launched the Landlord Leaders Community. In December 2023, we published the second Landlord Leaders research report, providing insight into the world of private tenants: their demographics, motivations and renting experiences.
Read more about how we engage with our customers.
