One area highlighted by you during our conversations was the need to know where you stand at each stage of a mortgage application, so the need to make unnecessary phone calls is removed and frustrating delays are prevented. We want the mortgage application process to be as easy and swift as possible for you, and we want you to have the information you need when you need it. So, we've responded by launching a series of improvements, designed to keep you in the loop and help simplify the process. Amongst the enhancements is smarter case tracking, so you will never have to chase us for the information you need, since you will be provided with clear and timely emails at each stage. We've also redesigned our Online Affordability Calculator and our Monthly Expenditure Form so they are clearer, simpler and quicker to fill in. To see exactly how each stage of the application process works, check out our new interactive tool at www.northernrockforintermediaries.co.uk/progress.Now that Northern Rock is part of Virgin Money, we've also made it clear that we are twice as committed to our intermediary partners and we are focused on ensuring we can continually improve our proposition to you.With this in mind, when we re-designed our website, a key addition was our feedback button, which allows you to tell us what works for you and what doesn't, at the touch of a key. Most importantly, we remain committed to giving you a personal touch. The website is a valuable tool and we will adopt, and adapt, technology wherever we can to make dealing with Virgin Money a great experience. However, we also retain a great team of BDMs covering every postcode in the UK, and while the website has been developing, our BDM training programme has been steaming ahead. I genuinely believe our sales people are as good as any in the industry and I know they are as committed to helping you as I am, so I'd encourage you to foster a strong relationship with them as a great aid to your business.The recent changes we've made are just the start of our programme of continuous improvement. Now that we've joined forces with Virgin Money, you can expect more changes throughout 2012, so keep in touch with your BDM and of course check out our website for regular updates. Our quest to make banking better is underway and to paraphrase our current advertisement: "We won't get there straight away but we won't rest until we do. It's time for a better way of doing business together. It's time for Virgin Money."BUILDING A BETTER BANKThroughout 2011 we met with intermediaries across the UK to find out how you find our services and where you wanted to see improvements to make it easier for you to do business with us.RICHARD TUGWELLHead of Intermediary SalesVirgin Money

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