The Dutch residential mortgage portfolio
The Dutch residential mortgage portfolio
amounts in millions of euros
2013
2012
Size of mortgage portfolio
209,142
209,593
Weighted average loan-to-value
81%
81%
Size of portfolio with payment arrears of more than 30 days and less
than or equal to 90 days in relation to size of mortgage portfolio
0.43%
0.39%
Size of portfolio with payment arrears of more than 90 days in
relation to size of mortgage portfolio
0.80%
0.64%
Number of customers with arrears of more than 90 days
compared to number of mortgage customers
0.55%
0.48%
Number of customer recovery procedures compared to number
of mortgage customers
0.28%
0.18%
Sales proceeds from homes sold by private and public sale versus
receivables during review period
88%
86%
Size of NHG portfolio compared to total mortgage portfolio
20%
19%
Share of interest-only loans compared to total mortgage portfolio
25%
26%
amounts in millions of euros
2013
2012
Impaired loans
893
687
Provisions
198
176
Cover rate
21%
26%
Value adjustments
127
113
Bad debt costs (bp)
6.1
5.6
Write-downs
103
81
Obvion
Obvion is a leading provider of mortgages via the intermediary channel and has been a wholly-
owned subsidiary of Rabobank since 2012. Its 350 employees help to arrange the mortgages of
some 190,000 families in the Netherlands. Obvion represents mortgages with a conscience;
this means fair interest rates, independent advice, a responsible mortgage and assistance in the
event of payment problems due to temporary setbacks. At the start of 2013, Obvion established
a prevention team to facilitate the early resolution of payment problems. Getting in touch with
customers at an early stage prevents them from sliding deeper into debt. It uses tools including
the Obvion Budget Planner - which helps customers to regain control of their finances - and
temporary financial arrangements such as Obvion RenteParkeren (Obvion InterestParking) to
temporarily lower monthly mortgage servicing costs. In November, Obvion won Blauw
Research's Performance Award 2013. This survey measured intermediaries' satisfaction with
Obvion's services.The intermediaries were especially satisfied with the management and
products provided by Obvion.
Obvion uses an online application 'Mijn Obvion' (My Obvion) that enables customers to view
their mortgage file and work through the effects of hypothetical changes in their mortgage
with the aid of a dedicated calculation tool.
Customer satisfaction for Obvion is good and is measured by the net promotor score (NPS):
the NPS1 (recommended versus not recommended) currently is +48 and the NPS2 (satisfied
versus not satisfied) is +31
Annual Report 2013 Rabobank Group
