Case Study – Steven Zuanella

Steven Zuanella, an existing client of L&C wanted to invest in a buy to let property. Steven had chosen a property in Royston and was looking to have all documents in place for a quick and smooth completion. During the application process Steven ran into a problem regarding the expiry date on his mortgage offer. This could have seriously delayed the completion process and as Steven was going away on a business trip for three weeks shortly after submitting the application through L&C, it was important that delays did not take place. It was left up to Steven’s case manager to argue his case and get the mortgage completed as soon as possible. Needless to say she did this with great appreciation from Steven.  

In Steven’s own words:

I am not the type of person to take time from my busy schedule to write letters of commendation, but in this case I feel compelled to express my praise for this exceptional individual.

My account administrator has always offered great service.  However, during a recent completion of a property ion Roysone, she literally saved the deal on a number of occasions by:

Arguing my case with the mortgage provider and winning a crucial extension when the mortgage had apparently expired

Driving the mortgage lender to complete all the necessary steps to complete in extremely tight timescales

Directly contacting the surveyor to ensure they completed their actions in tight timescales

Taking the lead with a very difficult solicitor

At every stage of this difficult process she maintained a high degree of professionalism and a positive attitude that gave me a great degree of confidence.  The final result was a completion on time and within the original mortgage offer, all just days before I needed to leave the county for 3 weeks.

In a world of frequent average or poor service experiences it is extremely pleasing to receive such fantastic service.  She is a credit to your organisation and as a result of her actions my perception of your company has risen greatly and I have shared this with several fellow investors