There is no single common point in the arrears resolution process where engagement between a firm and a borrower breaks down. However, based on our review of some firms’ contact management strategies and operations, we do believe that some lenders can do more to make sure that borrowers can engage more easily with them. It is evident that better continuity of contact (i.e.
assigned case managers) helps build understanding and engagement. Improved contact management strategies and operations will help reduce the number of dis-engaged borrowers, and ultimately help in resolving a greater number of LTMA cases. The Central Bank has undertaken an extensive public consultation to review the SFS, with the aim of making borrower engagement easier.