We aim to ask clients to describe what’s happening at each of the. Key stages of their mortgage journey and how they feel at each stage.

First contact

• We like to ask questions such as –
  • Why did they choose Stisi Group?
  • How did they find us?
  • What concerns do they have if any at this stage?
  • Does having a dedicated case manager and adviser make them feel more valued?

J Smith – Elgin responded –

Having known Ross Stisi personally for a number of years, we knew first hand how passionate he is about his work, his commitment to delivering a first class client service and of his proven track record for getting clients favourable results, so it was an easy decision to instruct Ross to act for us. While we thought we were in a strong position to get a favourable DIP, we did have initial apprehension. Ross was available, approachable, frank, and his professional experience and technical knowledge shone through. He alleviated any concerns we had without us having to first explain what they were. Ross did provide ample opportunity to ask questions but we found he had already covered everything so were left with nothing to ask.

DIP

• Questions –
  • What did they have to do?
  • Was this stressful?
  • Was this more difficult or easier than expected?
  • How did we help them through the process?
  • How do they feel moving forward?

J Smith – Elgin responded –

In one phone call, Ross let us know exactly what we would need to provide by way of paperwork so we were prepared when the process started. The online Portal StisiGroup operate is very user friendly, clear and makes submitting all the necessary paperwork and personal details easy to do. We were anxious waiting for the decision, however thanks to Ross’ hard work in the background, we didn’t need to wait long. He contacted us to advise of the DIP by telephone. We had arranged to view a property and needed the DIP prior to viewing – we were aiming to enter into verbal negotiation after the viewing.

Mortgage application process

• Questions –
  • How are they feeling now?
  • Is the process more complicated or less complicated than expected?
  • Is it daunting or have we taken the worry away?
  • How quickly have they completed and submitted their application?
  • Was this longer or shorter than expected?

J Smith – Elgin responded –

Again Ross’ technical product knowledge and experience in the field made this part of the process very straightforward for us. He fully (and accurately) explained each stage of the process, what was involved, timescales etc so all we had to do was wait. The Stisi Group Team was available at hours that suited us (not normal working hours) and responded incredibly promptly to arsing questions. First class service in every aspect!

At this stage, we had now entered into a verbal agreement, instructed a Solicitor and needed to get through the process as quickly as possible, given the very tight completion timescale unique to our circumstances. Ross and his Team assured us that our case was being given the priority it needed and they delivered!!

Between application and offer

• Questions –
  • How are they feeling?
  • Were they kept up to date by their case manager?

J Smith – Elgin responded –

The Stisi Group Team was in frequent contact with us. Answering arising questions and sharing their knowledge and experience of the whole process. Although feeling nervous (as first time buyers) the shared knowledge and experience from the Sitsi Group Team alleviated our nerves and made us confident in a positive, timeous outcome.

Mortgage offer agreed.

• Questions –
  • How have we liaised with them and the lender?
  • What’s happening now in their journey to their first / new home?
  • Have we been in touch, even though the lender has now offered them a mortgage?

J Smith – Elgin responded –

We were absolutely ecstatic when we received the offer. The Stisi Group Team telephoned us personally to deliver to the news! The first class service didn’t end there. We received further information on the next steps of the journey and Stisi Group liaised directly with our Solicitor regarding the standard security. This took an administrative burden away from us at what was an incredibly hectic time.

Moving into first/ New Home

• Questions –
  • What does this first / new home mean to them?
  • How will their lives change? (ie, can start a family / grow their family / freedom moving out from parents’ home / no more shelling out on rent)
  • Could they have got here without Stisi Group?

J Smith – Elgin responded –

Turning the key in the door to our first home was a moment that we will never forget. We are grateful to Ross and his Team at Stisi Group for their professionalism, fast work and walking with us through every stage of the process. We were also touched at the thoughtful and personal “New Home Card” from Stisi Group.