Mortgage Debt Recovery - Residential and BTL

Pre-Course Reading Assignment

• Detailed regulatory framework – MCOB 13, TCF, Consumer Duty, GDPR, Equality Act 2010
• Legal processes overview – CPR Part 55, possession procedures, court processes
• Industry landscape overview – key players, market structure, typical timelines

Session 1 – Recovery Process Overview

• Industry landscape overview – key players, market context, typical recovery timelines
• Mortgage types and recovery implications – first-charge, second-charge, shared ownership, Help to Buy
• Key differences between residential and BTL recovery processes
• The arrears and recovery lifecycle – from first missed payment to resolution
• Statutory vs contractual rights – understanding the legal foundation of recovery powers
• Pre-Action Protocol for Mortgage Possession – mandatory steps and timelines
• Early engagement principles – proportionality, accurate documentation, customer outcomes

Session 2 – Overview of Legal and Regulatory Framework Summary

• FCA Mortgage Conduct of Business Rules (MCOB 13) – detailed requirements and applications
• Treating Customers Fairly (TCF) – practical implementation in recovery
• Consumer Duty (2023) – four outcomes and cross-cutting rules in debt recovery context
• Data Protection Act 2018 and GDPR – mortgage recovery specific applications, consent, sharing data
• Equality Act 2010 – protected characteristics in recovery scenarios, reasonable adjustments
• Mental Capacity Act 2005 – capacity assessments, best interests decisions, deputyship
• Possession Process under CPR Part 55 – court procedures, defences, suspended orders
• LPA Receivership (BTL) – appointment process, powers, limitations
• Recent FCA guidance – forbearance expectations, payment holiday implications
• Financial Ombudsman case studies – common complaints and prevention strategies

Session 3 – Forbearance and Recovery Solutions

• Forbearance options matrix – payment holidays, capitalisation, term extensions, rate modifications
• Affordability assessments – sustainability testing, income verification, expenditure analysis
• Payment arrangement structures – temporary vs permanent solutions
• Third-party engagement – representatives, power of attorney, appointees
• Recovery options hierarchy – voluntary arrangements to enforcement
• Business case development – decision-making frameworks

Session 4 – Customer Communication Excellence

• Communication strategy framework – channel selection, timing, frequency
• Language that supports vs escalates – tone, empathy, clarity, professionalism
• Telephone communication mastery – opening conversations, active listening, call control
• Written communication standards – letters, emails, SMS, portal messaging
• Digital communication best practices – accessibility, plain English, legal compliance
• Handling vulnerable or defensive borrowers – de-escalation, empathy, boundaries
• Cultural sensitivity and language barriers – interpretation services, cultural awareness
• External support services – debt advice, mental health support, housing assistance
• Record-keeping requirements – documentation standards, audit trails, GDPR compliance
• Complaint prevention – identifying triggers, proactive resolution

Session 5 – Escalation and Enforcement Decision-Making

• Escalation triggers and protocols – when, how, and to whom
• Enforcement decision trees – possession, voluntary sale, assisted sale, deed in lieu
• Risk assessment matrices – reputational, financial, regulatory considerations
• Post-possession procedures – eviction, property management, sale processes
• Performance monitoring – KPIs, quality standards, regulatory reporting
• Governance frameworks – approval processes, documentation requirements
• Common pitfalls and best practices – lessons learned, practical tips

Session 6 – Practical Implementation

• Team management protocols – supervision, escalation chains, peer support
• Quality assurance essentials – call monitoring, file reviews
• Technology utilization – CRM optimization, automated workflows
• Continuous improvement – feedback loops, process enhancement
• Stress management – handling difficult cases, team resilience

The trainer provides consultancy services and training to a wide range of blue-chip clients in the UK, Europe, Africa, the Middle and Far East, North America and Australasia. He focuses on all aspects relating to project finance & infrastructure and private equity. His consultancy services cover a range of clients and disciplines. He is a Senior Advisor to KPMG Finland, a Senior Advisor to Reorg EMEA Covenants, the leading provider of information to the European High Yield community, and a Senior Consultant to Grant Thornton UK.

In a career spanning over 25 years, he has been involved in project financings from a number of perspectives including as a Lawyer, Accountant and senior executive in Corporate & Investment Banking.

Whilst in South Africa he qualified both as a Chartered Accountant, with Deloitte, and as a lawyer with Hofmeyr where he was involved in the structuring of a number of high-profile project financings including BMW (3 Series) Ford (Sierra), GM, Sappi and Mondi.

He moved to the UK in 1985 and until 1998 held was involved in corporate finance & advisory, debt advisory and in equity capital markets with a number of well-known Institutions including Lazard Brothers, ABN Amro and Mies Pierson where he was responsible for developing the Bank’s portfolio in Eastern Europe particularly the development of Torun Pacific Cereals in conjunction with The City Council of Torun in Poland.

Prior to that, he participated in a joint venture, with Midland Electricity PLC, in some of the first PPP deals in the UK relating to the financing of heating systems at the Dartmoor and Fazakerley Prisons.

In addition to consultancy and advisory services provides training programmes to a blue-chip client base in the USA, Europe, Asia Pacific, the Middle East & Africa. Clients for whom he has run in-house training programmes include; Siemens, the Omani Oil Corporation, Airwave, the ECGD, the Saudi Arabian Monetary Authority, White & Case, KPMG and ANZ.

Since 2004 he has been Programme Director of Project Finance & Infrastructure for the MBA programme at the City Business School, London. He holds a BA, an LLB, a B Compt.(Hons.) and is a member of the Institute of Chartered Accountants in England and Wales.

Upon completion of this Mortgage Debt Recovery Training course, participants will be able to:

Regulatory and Legal Competency:

• Apply FCA Mortgage Conduct of Business Rules (MCOB 13) requirements throughout the recovery process
• Implement Consumer Duty principles and TCF outcomes in practical debt recovery scenarios
• Navigate data protection requirements and GDPR compliance in mortgage recovery contexts
• Understand possession procedures under CPR Part 55 and Pre-Action Protocol requirements
• Distinguish between statutory and contractual recovery rights for different mortgage types

Customer Management Excellence:

• Design and execute effective communication strategies across multiple channels
• Handle vulnerable customers and those in financial difficulty with appropriate care and support
• De-escalate challenging conversations while maintaining professional boundaries
• Conduct thorough affordability assessments and sustainability testing
• Document customer interactions to meet regulatory and audit requirements

Recovery Strategy Implementation:

• Evaluate and recommend appropriate forbearance solutions from payment holidays to term modifications
• Structure sustainable payment arrangements and temporary relief measures
• Make informed escalation decisions using risk assessment frameworks
• Coordinate with third-party representatives and support services
• Develop business cases for enforcement versus forbearance decisions

Quality and Compliance Assurance:

• Establish quality control processes for recovery activities
• Create audit trails that satisfy regulatory scrutiny
• Implement effective complaint prevention strategies
• Monitor performance against key regulatory and business metrics
• Maintain professional standards under pressure and time constraints

  Upon completion of this Mortgage Debt Recovery Training course, participants will be able to:

  Regulatory and Legal Competency:

  • Apply FCA Mortgage Conduct of Business Rules (MCOB 13) requirements throughout the recovery process
  • Implement Consumer Duty principles and TCF outcomes in practical debt recovery scenarios
  • Navigate data protection requirements and GDPR compliance in mortgage recovery contexts
  • Understand possession procedures under CPR Part 55 and Pre-Action Protocol requirements
  • Distinguish between statutory and contractual recovery rights for different mortgage types

  Customer Management Excellence:

  • Design and execute effective communication strategies across multiple channels
  • Handle vulnerable customers and those in financial difficulty with appropriate care and support
  • De-escalate challenging conversations while maintaining professional boundaries
  • Conduct thorough affordability assessments and sustainability testing
  • Document customer interactions to meet regulatory and audit requirements

  Recovery Strategy Implementation:

  • Evaluate and recommend appropriate forbearance solutions from payment holidays to term modifications
  • Structure sustainable payment arrangements and temporary relief measures
  • Make informed escalation decisions using risk assessment frameworks
  • Coordinate with third-party representatives and support services
  • Develop business cases for enforcement versus forbearance decisions

  Quality and Compliance Assurance:

  • Establish quality control processes for recovery activities
  • Create audit trails that satisfy regulatory scrutiny
  • Implement effective complaint prevention strategies
  • Monitor performance against key regulatory and business metrics
  • Maintain professional standards under pressure and time constraints

Practical Regulatory Integration: Unlike generic debt recovery training, this programme specifically addresses the unique regulatory landscape for mortgage recovery, including detailed application of MCOB 13, Consumer Duty, and sector-specific FCA guidance. Participants learn not just what the rules are, but how to apply them practically in daily operations.

Comprehensive Customer Care Focus: The course goes beyond traditional recovery techniques by emphasising positive customer outcomes and vulnerable customer management. This reflects current regulatory expectations and helps institutions build sustainable customer relationships even during financial difficulties.

Interactive Real-World Application: Rather than theoretical presentations, the programme uses extensive case studies, role-playing exercises, and practical scenarios drawn from actual recovery situations. Participants practice handling difficult conversations, complex forbearance decisions, and challenging compliance scenarios.

End-to-End Process Coverage: The training covers the complete recovery lifecycle from early intervention through to enforcement decisions, ensuring participants understand how their actions at each stage impact overall outcomes and regulatory compliance.

Industry-Leading Expertise: Delivered by a trainer who brings over 25 years of experience across legal, financial, and advisory sectors, including extensive work with major banks and legal firms. His practical understanding of both regulatory requirements and commercial realities ensures relevant, applicable learning.

Comprehensive Support Materials: Participants receive extensive reference materials including template communications, regulatory quick-reference guides, cultural sensitivity guidelines, and practical implementation tools that can be immediately deployed in their working environment.

Current Market Relevance: The course content reflects the latest FCA guidance, recent case law, and emerging best practices in mortgage recovery, ensuring participants are equipped for current market conditions and regulatory expectations.

Quality Assurance Framework: Unlike basic recovery training, this programme provides participants with robust quality control frameworks and documentation standards that satisfy both internal audit requirements and regulatory scrutiny.

Measurable Performance Improvement: The interactive format and practical focus enable participants to immediately apply learning, with typical improvements in customer satisfaction scores, complaint reduction, and regulatory compliance metrics.

Practical Regulatory Integration: Unlike generic debt recovery training, this programme specifically addresses the unique regulatory landscape for mortgage recovery, including detailed application of MCOB 13, Consumer Duty, and sector-specific FCA guidance. Participants learn not just what the rules are, but how to apply them practically in daily operations.

Comprehensive Customer Care Focus: The course goes beyond traditional recovery techniques by emphasising positive customer outcomes and vulnerable customer management. This reflects current regulatory expectations and helps institutions build sustainable customer relationships even during financial difficulties.

Interactive Real-World Application: Rather than theoretical presentations, the programme uses extensive case studies, role-playing exercises, and practical scenarios drawn from actual recovery situations. Participants practice handling difficult conversations, complex forbearance decisions, and challenging compliance scenarios.

End-to-End Process Coverage: The training covers the complete recovery lifecycle from early intervention through to enforcement decisions, ensuring participants understand how their actions at each stage impact overall outcomes and regulatory compliance.

Industry-Leading Expertise: Delivered by a trainer who brings over 25 years of experience across legal, financial, and advisory sectors, including extensive work with major banks and legal firms. His practical understanding of both regulatory requirements and commercial realities ensures relevant, applicable learning.

Comprehensive Support Materials: Participants receive extensive reference materials including template communications, regulatory quick-reference guides, cultural sensitivity guidelines, and practical implementation tools that can be immediately deployed in their working environment.

Current Market Relevance: The course content reflects the latest FCA guidance, recent case law, and emerging best practices in mortgage recovery, ensuring participants are equipped for current market conditions and regulatory expectations.

Quality Assurance Framework: Unlike basic recovery training, this programme provides participants with robust quality control frameworks and documentation standards that satisfy both internal audit requirements and regulatory scrutiny.

Measurable Performance Improvement: The interactive format and practical focus enable participants to immediately apply learning, with typical improvements in customer satisfaction scores, complaint reduction, and regulatory compliance metrics.

Primary Audience:

• Collections Team Members managing residential and BTL mortgage arrears
• Customer Service Representatives handling mortgage enquiries and payment difficulties
• Legal and Compliance Staff supporting recovery processes and ensuring regulatory adherence
• Team Leaders and Supervisors overseeing recovery operations and quality standards
• New Joiners to mortgage recovery teams requiring comprehensive foundational training

Secondary Audience:

• Credit Risk Analysts involved in recovery decision-making processes
• Underwriters seeking to understand post-completion recovery implications
• Customer Relations Specialists handling escalated mortgage complaints
• Training Managers developing internal recovery competency programmes
• Audit and Risk Personnel reviewing recovery practices and compliance frameworks

Organisational Levels:

• Front-line recovery specialists and customer-facing staff
• Middle management overseeing recovery teams and processes
• Senior managers responsible for recovery strategy and regulatory compliance
• Support functions including legal, compliance, and risk management teams

This comprehensive interactive training programme provides mortgage collections teams, legal staff, and customer service professionals with essential skills for effective and compliant debt recovery. Covering both regulated residential and business buy-to-let (BTL) mortgages, the course combines deep regulatory knowledge with practical customer management techniques through extensive case studies, role plays, and real-world scenarios.

Participants will master the complete arrears lifecycle from first missed payment to resolution, understanding FCA requirements under MCOB 13, Consumer Duty, and TCF principles. The programme emphasises practical implementation of forbearance strategies, professional customer communication, and effective escalation protocols while maintaining compliance with data protection, equality legislation, and mental capacity considerations.

Built around interactive exercises and current industry best practices, this course ensures teams can handle complex recovery situations with confidence while delivering positive customer outcomes and meeting regulatory expectations.