Kent reliance

Rc0105

cllola said:

We've completed! 6 months after reserving and applying for the mortgage. It was 3 days before the mortgage offer ran out so I was on pins! KR did not do another credit check before releasing the funds which I was a little surprised about. 

So happy we are in! 

Congratulations it is such a stressful time isn’t it! 

I thought they would do another check as my broker told me they would but they didn’t then either!

happy new house time 🏡

woodwork1

Does anyone know how to speed up the process of getting a response from Kent? 

jonwilley

I have tried to be unbiased in this review to enable individuals to form an informed decision regarding Kent Reliance itself, the staff representing the company and the systems and practices they both work to.

We all make errors and deserve the opportunity to put them right. However continual systematic failures and repeated assurances that the matter will be or has now been resolved when it hasn’t, in my view is totally unacceptable. Financial and health impacts cannot be understated from such a lack of action and the time spent trying to resolve the matter and waiting for excessive amounts of time in a telephone queueing system. Kent Reliance are clearly inundated with calls and cannot cope with such a volume.

My circumstances are:

09/06/2022 – A letter was received from Kent Reliance stating my fixed rate mortgage was coming to an end and outlined several options open to me. One of those was to choose another fixed rate deal. I chose a fixed rate five-year deal at 3.44% and applied for the same as this was similar to my existing mortgage.

19/07/2022 – A letter was received from Kent Reliance outlining a mortgage offer of five years at a fixed rate of 3.44%. The various forms in accepting the offer were completed and returned.

15/08/2022 – A letter was received from Kent Reliance stating that my mortgage was linked to a Standard Variable rate and the rate was now 7.83%. The payments were over double what I had been paying and what the mortgage offer was.

22/08/2022 – I telephoned Kent Reliance and after a considerable time in the queue spoke to an agent who informed me to ignore the letter I had received, that I would be on the new product from 01/09/2022 and that I would receive confirmation soon after that. There was nothing further I needed to do. (To date (24/11/2022) no communication has been received).

28/09/2022 – Without explanation an amount was taken out of my account by Kent Reliance at almost three times the fixed rate amount and far more than the letter stated on 15/08/2022.

30/09/2022 – I telephoned Kent Reliance and again spent a considerable amount of time in the queue. I explained everything to the agent, who informed me there was nobody available to deal and that somebody from the retentions team would call me back later that day. I stated that I wasn’t happy with this and a complaint was raised. I was told somebody would call me back within three days in relation to the complaint. (No call backs were made). I followed it up by sending an email of my complaint.

04/10/2022 – I telephoned Kent Reliance at 10am and was informed I was 129th in the queue. There was an option to save my place in the queue and have a call back. I chose this option. No call back was made.

05/10/2022 – I telephoned Kent Reliance at 9am and again waited a considerable amount of time to speak to an agent who informed me that the new fixed rate mortgage would be in place this month and overpayments taken would be refunded. I further call was received from Kent Reliance who confirmed the new product had been activated and I would receive confirmation shortly.  To date (24/11/2022) the new product is not activated and no confirmation has been received by myself.

07/10/2022 – A letter was received acknowledging my complaint, which would be investigated and responded to within four weeks. A telephone number was provided as a contact for any questions.

28/10/2022 – A further letter was received from the complaint's specialist stating that the matter was still being investigated and a response would be sent within a further four weeks. A contact number was provided for any questions.

28/10/2022 – An amount was taken out of my account by Kent Reliance at almost twice the fixed rate amount. I telephoned Kent Reliance and after twenty minutes pressed the option to keep my place in the queue and receive a call back. I also tried to contact the complaints specialist and left a message for them to call me back. No call back was received from either an agent or the complaints handling specialist.

31/10/2022 – I telephoned Kent Reliance at 9am and waited a considerable amount of time to speak to an agent. They informed me that the new mortgage was active and that the significant overpayments would be refunded within ten working days. (To date (24/11/2022) no refunds have been received).

To date (24/11/2022), after almost six months from the first letter, the matter is still not resolved and no monies have been refunded.

Hemmott93

Hi, I’ve just been reading this thread as we are about to submit formal application with Kent reliance for shared ownership - partner has credit card debt (but paid monthly as he uses this for his work expenses as has to pay hotels etc upfront) and an overdraft but also has gambling on his statements (small amounts but around £20-30 per week but none over the last month). there is no bad credit in terms of missed payments or anything like that. Our broker looked at our statements and said she didn’t see anything wrong and thought it would be okay but reading this people have been declined for gambling and I’m now seriously worried!! I don’t want them to push us to apply just so they get their application fee. Does anyone have an experience with this or any advice? Broker has said not to worry and the reason we use them is to they match us to the one most likely to accept etc but it’s obviously so stressful! Thank you in advance

Rc0105

Hemmott93 said:

Hi, I’ve just been reading this thread as we are about to submit formal application with Kent reliance for shared ownership - partner has credit card debt (but paid monthly as he uses this for his work expenses as has to pay hotels etc upfront) and an overdraft but also has gambling on his statements (small amounts but around £20-30 per week but none over the last month). there is no bad credit in terms of missed payments or anything like that. Our broker looked at our statements and said she didn’t see anything wrong and thought it would be okay but reading this people have been declined for gambling and I’m now seriously worried!! I don’t want them to push us to apply just so they get their application fee. Does anyone have an experience with this or any advice? Broker has said not to worry and the reason we use them is to they match us to the one most likely to accept etc but it’s obviously so stressful! Thank you in advance

Both me and partner did have small amounts of gambling on ours but ended up waiting for 3 months to reapply as they wouldn’t accept anything until we had cleared this point with no transactions. I was told even doing the national lottery online would affect it aswell. Sorry I know it’s not much help but others situations may have been different. We were accepted straight away after the 3 month period.

Hemmott93

Rc0105 said:

Hemmott93 said:

Hi, I’ve just been reading this thread as we are about to submit formal application with Kent reliance for shared ownership - partner has credit card debt (but paid monthly as he uses this for his work expenses as has to pay hotels etc upfront) and an overdraft but also has gambling on his statements (small amounts but around £20-30 per week but none over the last month). there is no bad credit in terms of missed payments or anything like that. Our broker looked at our statements and said she didn’t see anything wrong and thought it would be okay but reading this people have been declined for gambling and I’m now seriously worried!! I don’t want them to push us to apply just so they get their application fee. Does anyone have an experience with this or any advice? Broker has said not to worry and the reason we use them is to they match us to the one most likely to accept etc but it’s obviously so stressful! Thank you in advance

Both me and partner did have small amounts of gambling on ours but ended up waiting for 3 months to reapply as they wouldn’t accept anything until we had cleared this point with no transactions. I was told even doing the national lottery online would affect it aswell. Sorry I know it’s not much help but others situations may have been different. We were accepted straight away after the 3 month period.

Thanks so much for coming back - sorry didn’t see the reply on this. We’ve just passed affordability - did you get to this stage then they said no once they looked at the bank statements, or did they just say no outright? Sorry for all the questions - just getting really stressed out as mortgage broker keeps saying it’s all fine then they keep coming back with changes etc last point we submitted all bank statements, payslips, memorandum of sale etc and they came back to say the loan the could offer is £97 less than we requested and would we like to continue on this basis and I’m thinking even if we say yes are they then gonna come back and decline us anyway! Thank you.

Rc0105

Hemmott93 said:

Rc0105 said:

Hemmott93 said:

Hi, I’ve just been reading this thread as we are about to submit formal application with Kent reliance for shared ownership - partner has credit card debt (but paid monthly as he uses this for his work expenses as has to pay hotels etc upfront) and an overdraft but also has gambling on his statements (small amounts but around £20-30 per week but none over the last month). there is no bad credit in terms of missed payments or anything like that. Our broker looked at our statements and said she didn’t see anything wrong and thought it would be okay but reading this people have been declined for gambling and I’m now seriously worried!! I don’t want them to push us to apply just so they get their application fee. Does anyone have an experience with this or any advice? Broker has said not to worry and the reason we use them is to they match us to the one most likely to accept etc but it’s obviously so stressful! Thank you in advance

Both me and partner did have small amounts of gambling on ours but ended up waiting for 3 months to reapply as they wouldn’t accept anything until we had cleared this point with no transactions. I was told even doing the national lottery online would affect it aswell. Sorry I know it’s not much help but others situations may have been different. We were accepted straight away after the 3 month period.

Thanks so much for coming back - sorry didn’t see the reply on this. We’ve just passed affordability - did you get to this stage then they said no once they looked at the bank statements, or did they just say no outright? Sorry for all the questions - just getting really stressed out as mortgage broker keeps saying it’s all fine then they keep coming back with changes etc last point we submitted all bank statements, payslips, memorandum of sale etc and they came back to say the loan the could offer is £97 less than we requested and would we like to continue on this basis and I’m thinking even if we say yes are they then gonna come back and decline us anyway! Thank you.

We passed affordability it was when kent began requesting our documents before full submission when they came back to say they couldn’t process due to the statements

Hemmott93

Rc0105 said:

Hemmott93 said:

Rc0105 said:

Hemmott93 said:

Hi, I’ve just been reading this thread as we are about to submit formal application with Kent reliance for shared ownership - partner has credit card debt (but paid monthly as he uses this for his work expenses as has to pay hotels etc upfront) and an overdraft but also has gambling on his statements (small amounts but around £20-30 per week but none over the last month). there is no bad credit in terms of missed payments or anything like that. Our broker looked at our statements and said she didn’t see anything wrong and thought it would be okay but reading this people have been declined for gambling and I’m now seriously worried!! I don’t want them to push us to apply just so they get their application fee. Does anyone have an experience with this or any advice? Broker has said not to worry and the reason we use them is to they match us to the one most likely to accept etc but it’s obviously so stressful! Thank you in advance

Both me and partner did have small amounts of gambling on ours but ended up waiting for 3 months to reapply as they wouldn’t accept anything until we had cleared this point with no transactions. I was told even doing the national lottery online would affect it aswell. Sorry I know it’s not much help but others situations may have been different. We were accepted straight away after the 3 month period.

Thanks so much for coming back - sorry didn’t see the reply on this. We’ve just passed affordability - did you get to this stage then they said no once they looked at the bank statements, or did they just say no outright? Sorry for all the questions - just getting really stressed out as mortgage broker keeps saying it’s all fine then they keep coming back with changes etc last point we submitted all bank statements, payslips, memorandum of sale etc and they came back to say the loan the could offer is £97 less than we requested and would we like to continue on this basis and I’m thinking even if we say yes are they then gonna come back and decline us anyway! Thank you.

We passed affordability it was when kent began requesting our documents before full submission when they came back to say they couldn’t process due to the statements

Thank you - congrats for getting accepted eventually though! Might have to accept this is a no go and try again down the line. 

Hemmott93

Hemmott93 said:

Rc0105 said:

Hemmott93 said:

Rc0105 said:

Hemmott93 said:

Hi, I’ve just been reading this thread as we are about to submit formal application with Kent reliance for shared ownership - partner has credit card debt (but paid monthly as he uses this for his work expenses as has to pay hotels etc upfront) and an overdraft but also has gambling on his statements (small amounts but around £20-30 per week but none over the last month). there is no bad credit in terms of missed payments or anything like that. Our broker looked at our statements and said she didn’t see anything wrong and thought it would be okay but reading this people have been declined for gambling and I’m now seriously worried!! I don’t want them to push us to apply just so they get their application fee. Does anyone have an experience with this or any advice? Broker has said not to worry and the reason we use them is to they match us to the one most likely to accept etc but it’s obviously so stressful! Thank you in advance

Both me and partner did have small amounts of gambling on ours but ended up waiting for 3 months to reapply as they wouldn’t accept anything until we had cleared this point with no transactions. I was told even doing the national lottery online would affect it aswell. Sorry I know it’s not much help but others situations may have been different. We were accepted straight away after the 3 month period.

Thanks so much for coming back - sorry didn’t see the reply on this. We’ve just passed affordability - did you get to this stage then they said no once they looked at the bank statements, or did they just say no outright? Sorry for all the questions - just getting really stressed out as mortgage broker keeps saying it’s all fine then they keep coming back with changes etc last point we submitted all bank statements, payslips, memorandum of sale etc and they came back to say the loan the could offer is £97 less than we requested and would we like to continue on this basis and I’m thinking even if we say yes are they then gonna come back and decline us anyway! Thank you.

We passed affordability it was when kent began requesting our documents before full submission when they came back to say they couldn’t process due to the statements

Thank you - congrats for getting accepted eventually though! Might have to accept this is a no go and try again down the line. 

Sorry to post again / MB is saying Kent are trying to book the valuation in for the house - is this generally a good sign? Has anyone been declined after this stage (unless it was based on valuation not matching) thank you!

mothership03

Hi, we've just applied for a mortgage with Kent Reliance. Did yours go through ok in the end?