How do we Handle – Receiving a Completed Discharge Form: As per our discharges team, they are no longer able to process discharge forms submitted by the

conveyancer/solicitors/incoming lender, as per management for Refinance purposes. The

discharge forms for Sale/Payout can come from their solicitors/conveyancers or the borrowers themselves.

Good to Know – Discharge Notice to Customers & Mortgage Managers when closing VISA Debit Card & Offset Account: Effective 09/03/2022 onwards the discharges team will be sending an email to the customer and the Mortgage Manager to inform them of the VDC & offset account will be given 3 business days before discharge is booked in.

This will ensure we give them at least 3 business days’ minimum notice (to enable the customer to invoke any changes required).

How do we Handle – Confirming Offer by the Other Lender: When we receive a call wherein the borrower is looking to discharge in the form of refinancing, we need to make sure that we’ve asked for the offer provided by the new lender.

The reason behind this is for our retentions team to know if we can either match or better the offer provided. This would help them with the volume of refinance requests we receive. If the borrower declines to provide the offer they received, we just action their request BAU.

Good to Know – Payment Suspension Due to Discharge: If a borrower wishes to sell their property, then repayments are still due as per loan schedule until settlement of the property sale and the loan is paid out in full.

If the borrower is experiencing financial difficulty, then you should send an email to the Hardship inbox as normal, and we’ll send the borrower a Hardship Application form.

We may agree to the request to defer for a few months but only if hardship assistance is approved.

Good to Know – Panel Solicitor for PEXA invite: Please take note of our panel solicitors who will be handling matters for discharge for specific mortgage managers

How do we Handle – Guidelines Handling Discharge Requests: We only have restrictions on accepting discharge requests for wholesale products. This is to make sure that we are not bypassing the mortgage managers and to give them a chance to retain our mutual clients.

NOTE: Before sending an email, please make sure to check the CORAL notes first, if DAF has already been received from the Borrower or the mortgage manager regardless of purpose and the sender you may forward it to discharges Team.

How do we Handle – Old Loans Already Discharged: If a customer service staff member is not able to locate a borrower with a certain address on file that is or has been discharged. (Mostly for old loan accounts)

We would need to get certain details and provide them with Kelly so she may investigate further. The following details can be taken when speaking with the borrower:

Loan/Account Number (if the borrower remembers) Security Address mortgaged to us.

Once received, please send through an email to Kelly Francis copying in our discharges team for their reference as well.

How do we Handle – Retention & Discharge Matters for Alb'ay: Whenever handling retention or discharge related matters for our clients under Alb’ay Ijarah. Please inform the relevant mortgage manager for Alb’ay which is Synergy Home Loans and not the brokers representing Amanah.\

This way the mortgage manager is alerted straight away and once they hear back from the retention/discharge department. Synergy Home Loans then liaises with the broker company Amanah for any necessary steps to take.