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Serco have been contracted through an open competitive tendering exercise to deliver information provision to Department for Work and Pensions (DWP) customers who are in receipt of Support for Mortgage Interest (SMI). This provision takes the form of a telephony based Informed Discussion to ensure customers are fully aware about the upcoming change and the options available to them. At the end of the call customers are offered a loan application pack to complete and send back to the DWP. The service explicitly does not provide advice but does signpost to other organisations that can help customers who may need assistance on reaching a decision.
SMI loans will be paid by the Department in the same way as the SMI benefit is now. The registration of charges on the property and recovery arrangements will be delivered by the Department.