Finance
You already know when to ring them. Most floors ring anyway when they get round to it.
Mortgages, protection and lending. This is the one sector on the list where the right moment to call is a date you can look up — the day a fixed rate ends — and where the money arrives months after the conversation that earned it.
The queue should be sorted by date, not by freshness.
Almost every floor on this site works its queue by lead age: newest first, retries on a cadence. That is the right model when you don't know when someone will be ready. In mortgage broking you often do — a fixed rate ending in March is a conversation due in the preceding autumn, and a call in April is a call to somebody who has already remortgaged.
The second structural difference is time. A conversation in January can become a procuration fee in May, or become nothing at all when a chain collapses in March. A floor that judges an agent on this month's completions is judging them on work they did last winter.
How leads actually arrive
What goes wrong today
The remortgage window is missed
Six months of notice becomes a call three weeks before expiry, competing with a lender's own retention offer that landed first. The date was in the data the whole time.
Cases stall between milestones
A DIP with no application, an application with no valuation booked. These don't fail, they sit — and they sit invisibly unless the outcome list has a state for each stage.
The client book is never systematically called
Everyone agrees the existing book is the best source. Almost nobody has a mechanism that rings it on schedule, because it's nobody's job this week.
Protection is offered when someone remembers
The attach conversation belongs at a specific point in the case. Left to discretion, it happens on the cases where it was easiest rather than the ones where it mattered.
What the product does about it
Callbacks land on a date months out
A callback set for the October before a March expiry returns in October, to the agent who set it, with the whole history on screen. That is the entire mechanism this sector needs and most floors improvise it in a spreadsheet.
Your pipeline stages are your outcome list
DIP issued, application submitted, valuation booked, offer received, completed, fallen through. Each decides whether and when the case comes back, so nothing depends on an agent remembering to chase.
The client book gets dialled like a campaign
Import it, set a cadence, and it works itself rather than waiting for a quiet afternoon that never arrives.
Recordings and write-ups outlive the case
A completion in May can be checked against what was actually said in January, with both sides of the call on separate channels and a searchable transcript.
Where compliance sits
This sector is regulated by the Financial Conduct Authority.
Mortgage and consumer credit broking are regulated by the Financial Conduct Authority. Your obligations on advice, suitability, disclosure and record-keeping are set by them and determined by you and your compliance function.
What we can speak to is the calling rules that apply to everyone: PECR, TPS and CTPS, Ofcom on abandoned calls, and UK GDPR. Those we have researched from source.
One practical note that is ours to make rather than the regulator's: where you call an existing client about their own renewal, the position under PECR is different from calling bought data, because it isn't unsolicited in the same way. What that means for your permissions is still yours to determine.
This is not legal or regulatory advice. Your obligations under the Financial Conduct Authority are yours to determine. What we can describe accurately is the calling rules that apply regardless of sector — PECR, TPS and CTPS, Ofcom's limits on abandoned calls, and UK GDPR — which we have researched from the regulators' own material and written up in full.
Read the UK calling compliance guide →A worked example
Illustrative mortgage figures, not a customer's real numbers.
The completions above are earned this month and paid in three or four. Judging a floor on the fees landing in any given month tells you about the work done last quarter, not this one.
Work it through with your own numbers →Questions from this sector
How far ahead should a remortgage lead be called?
That's your commercial judgement, but the operational point is that the date is knowable and the call should be scheduled against it rather than left to lead age. Most floors have the expiry date in their data and don't use it to drive the queue.
How do I stop cases stalling between stages?
Give each stage its own outcome, and make the outcome decide when the case comes back. A case sitting at "awaiting valuation" with no return date is a case nobody is chasing.
Does Dialspace integrate with mortgage CRMs?
It takes leads in over a webhook or an import and sends outcomes back out, with your CRM staying the source of truth. Whether it connects natively to yours depends on the system — that's a question worth asking on a demo rather than assuming.
See it on your own leads.
Half an hour with someone who has run a floor. Bring a lead source and a question.
Book a demo