Before Docspire
Manual Application Reviews
34 employees daily occupied with every mortgage document
After Docspire
Intelligent Mortgage Workflow
Just 1 reviewer, while others grow business
Faster Application Processing
Staff Efficiency
AI Extraction Accuracy
Background
TMP (The Mortgage People) is a UK-based mortgage brokerage firm founded in 2005 and headquartered in Kettering. Specializing in Shared Ownership schemes, TMP helps thousands of first-time buyers navigate affordability assessments, mortgage applications, and remortgaging. With partnerships across 80+ Registered Providers and a 4.9/5 service rating, TMP has built its reputation on making homeownership more accessible.
But that mission comes with an operational challenge: mortgage applications are among the most document-intensive processes in financial services. TMP needed a way to handle high volumes of customer documents with speed, accuracy, and compliance, without overwhelming its team.
Usecase
Every mortgage application at TMP begins with a dynamic Zoho form. Applicants answer questions and upload multiple supporting files: ID documents, payslips, tax returns, credit reports, and three months’ worth of bank statements. Those files are stored in Zoho WorkDrive, where TMP staff then manually review each one.
Kelly, TMP’s Business Owner, described it:
“We had to go over every single page of every single document, manually classifying and checking them. Sometimes people uploaded the wrong things, even a picture of their dog instead of the required ID. Our team had to catch it all, because one mistake could mean non-compliance.”
Challenges
- Document variety: Mortgage packs arrived with hundreds of pages, all in different formats: PDFs, scans, handwritten notes. Their team had to manually separate, classify, and review them.
- Error-prone uploads: Applicants frequently submitted the wrong files or unclear images, creating back-and-forth delays.
- Transaction-level compliance: UK regulations (GDPR, FCA, and Customer Duty) required TMP to verify transactions. The team manually scanned every line of every bank statement to flag gambling activity or suspicious transactions.
- Strict validation rules: TMP has to maintain a strict set of rules; every detail needs to be checked. From verifying that only passports/driving licenses were submitted as IDs to ensuring Zoho form answers matched uploaded documents.
- Compliance risks: Small errors, like a missing document, a mismatched date of birth, can expose the firm to fines and regulatory issues.
- Unsustainable workload: A single application takes 30–90 minutes to review. Tens of thousands of pages are received daily, requiring a 38-person team to keep up.
The Business Impact
- Backlogs delayed mortgage approvals and frustrated applicants.
- High staffing costs drained resources that could have gone to growth.
- Morale dropped as employees spent most of their day on repetitive, error-prone tasks.
Kelly (Managing Director at TMP) explained:
“Our team was drowning in paperwork. It wasn’t just about speed; the stress of knowing that one missed page could mean a compliance breach really weighed on everyone.”
Enter Docspire
TMP implemented Docspire to automate its end-to-end mortgage document review. This is how it works:
- Automated classification & extraction: Every uploaded document (ID, payslip, bank statement, credit report) was instantly recognized and processed.
- AI-powered validation: Docspire automatically cross-referenced critical fields like name, DOB, and address between Zoho form inputs and uploaded documents.
- Fraud detection rules: Bank statements were scanned transaction by transaction to detect gambling activity or anomalies. Duplicate employers on payslips were flagged automatically.
- Error handling: If an unreadable or incorrect file was uploaded, the system flagged it instantly.
- Automated tracking & notifications: Missing files triggered automatic reminders to applicants, reducing back-and-forth with TMP staff.
- Human-in-the-loop: Edge cases were flagged for manual review, ensuring accuracy without overburdening staff.
- System integration: Validated data is written back into Zoho WorkDrive in both structured Excel summaries with complete audit trails for regulatory compliance.
Kelly’s reaction:
“This has made our lives so much easier. Instead of 38 people checking documents all day, we now have one overseer monitoring the output. The accuracy is better, compliance is covered, and the whole team’s morale has gone up.”
Results
The transformation was immediate and measurable:
- 94% faster reviews: Applications that took 30-90 minutes now complete in under 5 minutes
- Staff reduction: From 38 document reviewers to 1 system overseer
- Tens of thousands of pages daily: Handled with speed and accuracy Docspire makes routine.
- 24/7 operations: Applications processed in real time, including weekends and off-hours.
- Improved compliance & accuracy: Automated checks reduced the risk of fines and errors.
- Better morale: The team now focuses on higher-value work, like advising customers and growing the business.
“The difference is night and day. Docspire hasn’t just saved us time. it’s changed the way we work. Our team feels relieved, our customers get faster answers, and we can handle more business without hiring more staff.”
Profile
TMP the Mortgage People is a UK-based mortgage brokerage specializing, helping buyers access affordable housing.
Industry
Financial Services – Mortgage Brokerage
Use Case
TMP’s team manually reviewed every mortgage application, checking IDs, bank statements, payslips and credit reports. Each case took 30–90 minutes, requiring a 38-person team to handle tens of thousands of pages daily, which led to slow approvals, compliance risks and low team morale.
Results
TMP cut processing time by 90%, reducing staff from 38 reviewers to just 1 overseer. Applications are now processed in under 5 minutes, 24/7, with improved accuracy, compliance confidence and a happier team.
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