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Arrears and Possessions in the UK Mortgage Market


5 June 2018

Time: 9:30am – 4:35pm
Venue: KPMG, Leeds
Price: £385 + VAT members
£385 + VAT associates
£575 + VAT non-members
Arrears and Possessions in the UK Mortgage Market

About this event

It is a time of unprecedented change for arrears and possessions professionals, from the FCA’s thematic review to welfare and benefit changes. This popular conference, taking place in Leeds, in partnership with KPMG, will consider the hot topics and latest issues in the arrears and possessions environment, while giving attendees time to meet industry peers, network and share best practice.

Topics include:

  • Latest arrears and possessions figures
  • Moving forward with the changes to SMI
  • Implications of interest rate rise
  • Consumer vulnerability

Further details of the programme here:

Who should attend?

Professionals in collections and recoveries, compliance teams, customer care staff and legal representatives.


An example of those who joined us last year:

Job titles

Head of Property Risk & Special   Servicing Aldermore Bank PLC
Arrears Operations Manager Bank of Ireland
Senior Operations Manager Coventry Building Society
Barrister Falcon Chambers
Partner KPMG
Head of Collections and Recovers OneSavings Bank Plc
Financial Solutions Manager StepChange Debt Charity
Group Operations Strategy &   Commercial Director Virgin Money
Compliance, Policy & Advice Yorkshire Building Society


Comments made by delegates who attended the 2017 event:

  • "This particular event was very relevant and current to the issues with arrears and possessions lenders are currently facing. Some very interesting topics that have certainly raised questions and given some food for thought."
  • "Broad set of topics- some of relevance in the present, others bringing people up to date and the rest being subjects for the future. A good selection with enough detail but sufficiently high level to maintain audience interest."
  • "Good selection of relevant speakers in an excellent venue."
  • "Strong agenda and content. Good presentation on relevant industry issues. A very worthwhile event."
  • "Good opportunity to receive updates on key areas and to network with others in the mortgage industry."
  • "Very informative and appropriate. Variety of topics retained interest throughout."


 Please note this event is closed to press.




Registration opens; coffee served



Welcome Remarks & Policy Update

Russell Woodward, Senior Lending Operations Manager, Coventry Building Society and Chair, UK Finance Arrears and Possessions Panel
Jackie Bennett OBE, Director of Mortgages, UK Finance


Arrears, Possessions, Legends, Myths and Monsters

James Tatch, Principal, Analytics, UK Finance

  • Data
  • Facts
  • and Fairy Tales

Using digital initiatives to enhance the arrears management framework

Ricky Johnson, Head of Strategy and Proposition, Computershare
Kerri-Anne Sproson, Strategy Manager, Computershare


Coffee and networking


SMI: The ever changing face of Support for Mortgage Interest

Moderator: James Kelly, Government and Industry Liaison Specialist
Panel: Tim Roscamp, Policy Officer, Department of work and pensions (DWP)
          John Stott, Project Manager of Support for Mortgage Interest loans project, Department of work and pensions (DWP)
          Carla Sateriale, Manager, Mortgages, UK Finance
          Sally West, Policy Manager, Age UK
          Gareth Morgan, Managing Director, Ferret Information Systems


Networking Lunch


Train to Lead

Lawrence Robbins, Consultant

  • 19 people
  • 71 miles
  • and all being filmed

Unhealthy interest? Rate Rise Implications

Dave Andrews, Lead Customer Strategy Development Manager, UKAR


Digital Debt Advice - improving engagement and outcomes

Peter Munro, Partnerships Director, PayPlan
Gareth McNab, Money Advice Liaison Manager, Nationwide Building Society


Coffee served


Improving the arrears journey for customers experiencing vulnerability

Tim Howarth, Partner and Head of FS Consulting and Risk Consulting, KPMG

The regulatory agenda continues to focus on ensuring that vulnerable customers are treated fairly throughout the customer lifecycle. This can be particularly challenging where customers fall into arrears. This session will consider the particular challenges in this area and the ways in which digital initiatives can help to improve the customer journey both for consumers and providers.


Consumer Vulnerability

Moderator: Russell Woodward, Senior Lending Operations Manager, Coventry Building Society
Panellist: Adam Burgess, Senior Credit Liaison Policy Officer, Citizen's Advice              
              Grace Brownfield, Senior Public Policy Advocate, StepChange Debt Charity
              Tim Howarth, Partner and Head of FS Consulting and Risk Consulting, KPMG


Legal Update: Key developments from across the UK

Anthony Davies, Partner, Eversheds Sutherland

  • Current and forthcoming regulatory trends and developments
  • Recent arrears & possessions court decisions
  • Enforcement - practical and legal challenges, and the role of High Court enforcement officers

Closing remarks

Jackie Bennett OBE, Director of Mortgages, UK Finance



Jackie Bennett OBE

Director of Mortgages, UK Finance

Jackie Bennett joined UK Finance in February 2018. As Director of Mortgages she has overall responsibility for delivering the mortgage policy work of UK Finance.

Jackie has over 17 years of mortgage industry experience. Between 2001 and 2014 Jackie worked at Council of Mortgage Lenders (CML), one of the bodies integrated into UK Finance in July 2017.  She was Head of Policy at CML for 10 years, delivering on a number of key initiatives related to mortgage regulation and vulnerable customers.

Immediately prior to joining UK Finance, Jackie worked for two different mortgage lenders in senior compliance roles. She also served as Deputy Manager for property and household at Association of British Insurers (ABI), having spent her early career working in a variety of police and criminal policy roles at the Home Office.

In June 2010, Jackie was awarded an OBE for services to the financial services industry in the Queen’s birthday honours list.  

Dave Andrews

Lead Customer Strategy Development Manager, UKAR

Dave Andrews has been at Bradford & Bingley/UKAR for 13 years, in a variety of product, marketing and customer-focused roles.  In his current role, he is responsible for market and economic analysis and development of customer strategies, including campaign programmes to UKAR's broad customer base.








Grace Brownfield

Senior Public Policy Advocate, StepChange Debt Charity

Grace Brownfield joined StepChange Debt Charity in January 2018. In her role as Senior Public Policy Advocate, she is responsible for leading the charity’s policy influencing work on areas such as vulnerability, financial resilience and savings, utilities and affordable credit. Before joining StepChange Debt Charity, Grace worked at Macmillan Cancer Support, where she worked on campaigns to better support people with the financial impact of cancer, and at the NSPCC.




Adam Burgess

Senior Creditor Liaison Officer, Citizens Advice

Adam became the Senior Creditor Liaison Officer for Citizens Advice in August 2017. Before this he spent 18 months on the Citizens Advice Expert Advice team providing consultancy support across the debt advice sector. Previously he spent 9 years at the Money Advice Trust in a number of different roles. 





Anthony Davies

Partner, Eversheds Sutherland

Anthony Davies is a partner at Eversheds Sutherland with over 20 years’ experience advising lenders on mortgage arrears & possessions and a broad range of financial services litigation and regulatory issues.  He sits on the CCUA’s Policy and Reform Committee and leads Eversheds Sutherland’s contentious FS Digital and Fintech group.








Tim Howarth

Head of Financial Services Consulting, KPMG

Tim Howarth is the KPMG’s UK Head of Financial Services Consulting. He has a broad background in consulting services and has led large transformational and product remediation projects. Tim is passionate about the effectiveness and efficiency of governance and control frameworks and is helping clients define their GRC vision, strategy and structures

During eight years at the FSA Tim devised and implemented the Approved Persons regime and was a senior policy expert on approved persons and senior management arrangements, systems and controls and training and competency. As well as conference speaking, Tim was involved in the review of governance structures for large groups in the banking and insurance sectors.  




Richard Johnson

Head of Strategy and Proposition, Computershare

Ricky has worked for Computershare in a variety of roles in client management, product development and business integration across multiple business lines over a 20 year period. Following the acquisition of HML in 2014, Ricky joined the Computershare Loan Services team to focus on developing strategy and proposition for the business and has a particular focus and passion for digital strategy and delivering excellent customer experience.





James Kelly

James Kelly has considerable mortgage, financial services and property industry experience. At Lloyds Banking Group he successfully worked on government and regulatory safety nets that assist customers including those who are vulnerable. During the last decade James has been closely involved with Support for Mortgage Interest including on the recent changes to the scheme. Previously in his career James was the Head of Property Management at Lloyds Banking Group. He is a former Deputy Chair of the UK Finance Arrears and Possessions Panel.


Gareth McNab

Money Advice Liaison Manager, Nationwide Building Society

With 10 years experience in debt collection and also in debt advice, Gareth works to listen to and learn from the advice sector and then lead into industry best practice, with a number of initiatives cited as examples of outstanding conduct in collections and support for customers in vulnerable circumstances.







Gareth Morgan

Managing Director, Ferret Information Systems

Gareth Morgan is the founder of Ferret, Europe’s leading producer of assessment systems for welfare benefits and similar areas. He produces the Future Benefits Model (FFBM) which is a rolling model of tax and benefits impacts.

Gareth speaks and writes widely on welfare reform. He is a member of the editorial board of the Adviser magazine, chair of Welfare Rights Advisers Cymru and Vice-Chair of HUSITA, the global association for IT in human services.





Peter Munro

Partnerships Director, Payplan

PayPlan is one of the UK’s largest free debt advice providers. Regulated by the FCA and recommended by the Money Advice Service Payplan help over 1000 people a week take back control of their finances. In his role as Partnerships Director at PayPlan Peter works with lenders to develop tailored debt advice strategies that deliver tangible improvements in engagement, outcomes, efficiency and collections performance.    




Lawrence Robbins


Lawrence has spent his career in the mortgage industry moving from branch manager, to underwriting, and then into mortgage servicing. Having left Citibank, on the closure of Future Mortgages in 2008, he moved to Lapithus Servicing LLP where he rose from an account handler to a team leader and then finally to Associate Director for specialist care. On the sale of those UK portfolios, Lawrence left and joined Bank of America Merill Lynch where he supervised the transfer of the servicing of Mortgages plc and Wave Lending from in-house to HML and then set up the policies and processes for monitoring and servicer performance validation.

Lawrence sat on the CML Arrears and Possessions panel for 6 years and have previously spoken at the CML annual conference on working with vulnerable customers.

Lawrence is currently working on a consultancy basis for various lenders.

Tim Roscamp

Policy Officer, Department for Work and Pensions

Tim Roscamp has been a civil servant in the Department for Work and Pensions (and predecessor departments) for 30 years. He worked in benefit delivery in local offices and on a variety of policies in the corporate centre. Tim has also led support for mortgage (SMI) interest policy since 2008.

Carla Sateriale

Manager, Mortgages, UK Finance

Carla Sateriale joined the CML in 2015 as a data analyst, focussing on affordability dynamics in the buy-to-let. She joined the mortgage policy team at UK Finance in November 2017 and has worked on a variety of issues including industry assimilation of increasing regulation in the buy-to-let space, and how changes to the benefit system affect mortgage lenders. She is a trained economist, having earned an MSc. Economics at LSE and worked in public sector organisations in both the US and UK prior to working in mortgages.







Kerri-Anne Sproson

Strategy Manager, Computershare

Kerri has worked for Computershare delivering strategy initiatives, propositions and analytics since 2016 when the UKAR servicing was transferred. With a heavy focus on Interest Only loans, Term Date Passed and specific portfolio risks, Kerri has used her accountancy and strategy background to provide insightful analytics underpinning a number of strategic initiatives. As a qualified accountant, Kerri applies a logical approach in analysing customer risks, customer behaviours and actions driven by campaign activity which ultimately lead to the best outcome for the customer.  





John Stott

Project Manager for Support for Mortgage Interest loans project, Department for Work and Pensions (DWP)

John Stott has over 30 years’ experience of managing complex large scale operations and projects in both the private and public sector. His work has been recognised by a number of award bodies and has incorporated construction, technology, organisational and policy change. He currently leads the DWP’s Support for Mortgage Interest project activity.





James Tatch

Principal, Analytics, UK Finance


James Tatch is Principal, Analytics for UK Finance with lead responsibility for UK Finance’s statistics and data work.

James has worked in economics and statistics for more than 20 years, the past 15 of which have been at UK Finance (and previously CML). Working first in academic research, James then moved to the public sector before finally settling in the private sector within financial services.





Sally West

Policy Manager for Income and Poverty, Age UK

Sally West is the Policy Manager for Income and Poverty at Age UK. She has worked there for over 25 years and leads the organisation’s policy work on income issues including: poverty, state pensions and benefits, and taxation. Before working for Age UK she was a nurse and has also been an adviser for a local Citizens Advice Bureau.






Russell Woodward

Senior Lending Operations Manager, Coventry Building Society

Russell Woodward has overseen the Mortgage Arrears and Existing Lending departments within Coventry Building Society (CBS) since joining in early 2015.

Prior to joining CBS, Russell ran the secured debt management centre for one of the UK high street banks.

Russell is the current Chair of the UK Finance Arrears and Possessions Panel.


KPMG is a global network of professional firms providing Audit, Tax and Advisory services. We have over 174,000 outstanding professionals working together to deliver value in 155 countries. Our industry focus helps KPMG firms’ professionals develop a rich understanding of clients' businesses and the insight, skills and resources required to address industry-specific issues and opportunities. KPMG has a market leading mortgage practice – providing multi-disciplinary services to a range of clients; from regulatory services, management consulting, IT implementation and customer experience appraisals.


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