When we launched the V-Hub at the end of 2022, we knew that providing rapid, direct access to decision makers would create a service proposition that delivered consistently elevated levels of broker support.

We wanted to create a service and experience offering that brokers could really put their trust in.

Following a strategic review, we looked in depth at the communication channels we had with our intermediary partners and listened to their feedback, which resulted in the launch of the V-Hub. Creating a centralised support hub and new engagement model was a bold approach but we recognised that providing direct access to underwriters was critical to be able to turn around our service, provide consistency and avoid miscommunication or processing delays.

Every colleague that we have in the V-Hub is fully trained and thoroughly understands our products, proposition, process, and our approach to underwriting. Intermediaries can now dial one main number, select option three and be put straight through to a mandated underwriter to get the answers they need quickly, easily, and accurately.

The initial results and feedback show that this new model has transformed the way brokers connect with us.

Calls to the V-Hub are answered on average within 10 seconds and emails responded to in just 4 hours.

Six months on, the positive feedback keeps coming and we have seen an increase in 5-star reviews on TrustPilot, moving our overall rating to “Excellent”

‘Great experience since the changes to V-Hub – from speaking to a team member at Vida right up to Mortgage offer the communication was top draw and the underwriter even called to clarify any minor points – overall great experience.’

‘Vida is amazing these days! This lender gets better with age. Used them several times over the last few years but the most recent iteration of Vida Homeloans is the best one. Incredible service from underwriter’

‘Great access to underwriters and speedy process! Having direct access to the lenders underwriters made the process effortless. The underwriter was able to deal with a complicated case very quickly.’

We remain committed to delivering excellent service and this was reinforced with the launch of our Vida Service Pledge back in March, which allows brokers to request a refund of the £180 application admin fee if they feel they have received anything but excellent service.

Stephanie Charman, Strategic Relationships Director at SBG commented: “Vida have made positive and significant strides in the quality of their service proposition. Having direct access to decision makers through their V-Hub makes the process much easier and their Service Pledge is further testament to the strength of their offering and commitment to supporting brokers and their customers”

In addition to our commitment to service, we continuously review our proposition and have made extensive improvements to our products and criteria, enhancing our offering, and helping more people find a place to call home.

Getting in touch with the V-Hub is simple and open to all of our intermediary partners. To speak with the V-Hub team for progress updates, general queries or to speak directly with an Underwriter, call 03300 246 246 or email v-hub@vidahomeloans.co.uk