A mortgage implementation involving the migration of a £4billion CHL mortgage book.

1. The Challenge

Capital Home Loans (CHL) needed to transform its mortgage servicing operations. With circa 57,000 mortgage accounts being managed across multiple systems, CHL faced manual processes, operational risk, lack of workflow automation, inefficient resource allocation, and no scalable platform to support its growth strategy.

CHL approached Phoebus Software Ltd (PSL) to migrate its full mortgage book and modernise its servicing technology, with critical goals around automation, compliance, efficiency, and customer outcomes.

2. Objectives

To achieve its transformation programme, CHL set clear objectives:

• Migrate circa 57,000 mortgage accounts onto a single, scalable servicing platform.
• Reduce manual processing and introduce automation & workflow management.
• Integrate Phoebus with CHL’s card payment provider, general ledger, document management and data warehouse to create a seamless operation.
• As CHL relies on Warehouse Funding, it required implementation of the Phoebus Securitisation Module to ensure compliant reporting for CHL’s securitised mortgage portfolios.
• Reduce reliance on third-party databases and mitigate operational and execution risk.
• Deliver a solution on time and inside budget, without impacting borrower experience.

3. Results

The implementation and migration were achieved within 12 months.

PSL delivered a fully transformed servicing solution to CHL, live ahead of schedule and under budget — with major measurable gains across efficiency, risk management, customer experience, and scalability.

The solution was the first to utilise Phoebus’ award-winning originations and migration API which was developed to onboard cases individually on completion from any originations platform, or books from any 3^rd party servicing platform.

Migration Success

• A loan migrations API enabled CHL to migrate all 57,000 accounts over a weekend — minimal downtime and no customer disruption.
• CHL is positioned to acquire and migrate further portfolios rapidly using the migration API, and with training, without assistance from Phoebus

Securitisation & Regulatory Control

• CHL implemented the Phoebus Securitisation Module for compliant accounting and reporting in this area heavily utilised in the specialist lending market
• The module provides granular cash flow data to investors, supports CHL’s Servicer and Cash Manager roles and forms part of its wider servicing reporting suite.

Automation & Efficiency

• Workflow management now enables CHL staff to focus on customers in financial difficulty and vulnerable borrowers.
• Staff reduction from 50 FTE to 36 FTE – more than repaid investment
• Automation has allowed CHL Staff to be reallocated into higher-value roles
• 30% platform cost saving achieved compared to CHL’s previous system.

Risk Reduction

• CHL operates on one servicing instance, removing reliance on any other third-party databases.
• Fewer manual workarounds, fewer user errors, and tighter operational control.
• Real-time statements and automated letters now produced within the platform.

Staff Development & Customer Outcomes

• Team members have been cross-trained across departments and freed from repetitive tasks.
• Borrower retention and product transfer teams are able to support borrowers’ exit strategies more effectively, improving customer outcomes.
• The solution enables proactive and reactive customer engagement enabling stronger long-term servicing strategies

Future-Proofing

• CHL implemented a fully scalable mortgage servicing platform aligned to its business strategy.
• PSL maintains an active Product Roadmap and enhancement schedule with CHL.
• Ongoing partnership ensures CHL continues to evolve at pace with technology, regulation, and market demand.