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 mortgage recovery 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 a 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

• This mortgage recovery course explores the Forbearance options matrix – payment holidays, capitalisation, term extensions, and 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 utilisation – CRM optimisation, automated workflows

• Continuous improvement – feedback loops, process enhancement

• Stress management – handling difficult cases, team resilience

Training Objectives

Upon completion of this Mortgage Debt Recovery training, participants will master the following:

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

Training Course Summary

This comprehensive workshop provides mortgage collections teams, legal staff, and customer service professionals with essential skills for effective, 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, interactive role plays, and real-world scenarios.

Participants will:

• Master the complete arrears lifecycle from the first missed payment to resolution

• Understanding FCA requirements under MCOB 13

• Consumer Duty

• TCF principles

This course 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 mortgage debt recovery training ensures teams can handle complex recovery situations with confidence while delivering positive customer outcomes and meeting regulatory expectations.