Air Group has reported a “drop-off” in the scores for its equity release provider Temperature Check report, which allows smaller advisers to provide feedback on providers’ service levels.

The latest iteration of the report covers H1 2021 and Air Group said it is using it to deliver stronger dialogue in order to improve service standards across the sector.

Over 200 smaller advisers who account for around 11% of the plans taken out in H1 2021 rated providers they had used on five key service areas and three net promoter factors. Air Group outlined the top four providers in each category and for the first time a direct comparison can be made with the first report which covered H1 2020.

The top four in the Overall Category for H1 2021 were more2life, which scored 8.18 out of 10, followed by Legal & General (7.90), Canada Life (7.73) and Pure Retirement (7.50).

However, Air Group stated that a general theme for the providers making up the top four in each category is that scores were largely down on H1 2020. Each score posted in the Ease of Application, Speed of Pre-Offer Process, Speed of Post-Offer Process and Communication categories were down in the first half of 2021, compared to the same period last year.

Air Group CEO, Stuart Wilson, commented: “This is a very interesting iteration of our Temperature Check report because, for the first time, it gives us a chance to compare the scores posted in this half-year, with those posted after the first six months of last year.

“It means that all providers rated in both this third iteration and our very first one, will be able to see whether there has been an improvement or there has been a drop back.

“Unfortunately, the numbers appear to tell us that while certain providers are clearly maintaining a strong level of performance – particularly those who appear in the top fours in our overall and all other categories – there has been a drop-off in the scores achieved.”

However, Wilson also stated that not all year-on-year scores dropped in the latest report, and highlighted “notable improvement” from the providers in the bottom four places, to narrow the gap between themselves and those in the top four.

He added: “Overall, therefore, we are seeing a much tighter array of scores and this analysis continues to allow us to offer all providers feedback and highlight were advisers clearly think there are positives and areas to potentially work on.

“As always, this Temperature Check is not a provider-bashing tool but one that allows us to work with providers to ensure ongoing excellence and that we have a strong relationship which works for both parties.”

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