Live Rate Monitoring by Supplier 📊
What’s Changing
From 1 January 2026, broker performance will be tracked live by supplier for every submission.
This isn’t about micromanagement; it’s about maintaining standards.
Every deal now feeds into a broker performance dashboard so we can see, in real time, who’s submitting quality and who’s cutting corners.
🧭 Philosophy – Prevention, not punishment
Q1 ( Jan – Mar 2026 ) is a grace period.
We’ll monitor results, establish baselines, and give everyone space to adapt.
💬 You can expect:
Weekly internal dashboard reviews
Monthly performance summaries sent to you
A quiet check-in if anything starts slipping
From Q2 onwards, performance thresholds will be enforced.
📈 How it works
Each supplier has three tracked metrics:
| Metric | Meaning | Target |
|---|---|---|
| Live Rate | Contracts that go live successfully | ≥ 85 % |
| Failure Rate | Rejected, cancelled or failed credit contracts | ≤ 10 % |
| Returned Dead | Non-existent or closed businesses submitted | ≤ 3 per supplier per MONTH |
🔁 Stats reset every January, giving everyone a clean start but keeping a record of historic performance.
🟩 Green Zone – All good
✅ Live rate ≥ 85 %
✅ Failure rate ≤ 10 %
✅ Returned Dead ≤ 3 per supplier per quarter
No action required. Keep doing what works.
🟧 Amber Zone – Warning territory
Triggered when:
Live rate 70 – 85 %
Failure rate 10 – 15 %
Returned Dead 4 – 6 in a week
Two or more failed credits submissions with the same supplier in one month
What happens:
Informal performance chat
Quick refresher on supplier rules or credit checks
30-day watch period to improve
If things don’t improve, one or more of the following may apply:
Possible re-training
Temporary pre-approval on that supplier’s submissions
Commission reduced or withheld until contracts complete
🟥 Red Zone – Critical intervention 🚨
Triggered when:
Live rate < 70 %
Failure rate > 15 %
Persistent failure on a specific supplier
Actions:
1️⃣ Formal warning with data and targets
2️⃣ Temporary suspension from that supplier (30 days) including any due commissions
3️⃣ Root-cause review of each failed contract
4️⃣ Corrective plan agreed and signed
5️⃣ Supervised re-entry: first 5 deals pre-approved before full reinstatement
⚙️ Common failure patterns and fixes
🔸 Returned Dead
Businesses that no longer trade.
Fix:
Check on Google Maps, call the site, and confirm on Companies House.
Each Returned Dead costs time and damages supplier trust.
🔸 Failed credit
Submitted without a proper credit check.
Fix:
Run Creditsafe or Experian, keep proof, and never submit below the supplier threshold
Credit check first; apology later doesn’t count.
🔸 Incomplete Change of Tenancy (COT)
Missing evidence or unclear occupancy details.
Fix:
Collect full COT documentation before submission, ensure tenancy dates align with supplier windows, and keep proof.
Missing proof equals instant rejection.
🔸 Poor payment history or debt *MOST COMMON*
Customers with outstanding debt or cancelled direct debits are high-risk. Submitting them without caution will hit your stats and our reputation.
A customer who dodged the last supplier won’t suddenly pay you on time.
🔸 Cancelled contracts
Usually caused by poor communication or premature submission.
Fix:
Explain terms clearly, confirm intent within 24 hours, and submit only when the customer is genuinely ready.
If a contract is cancelled and you plan to resubmit, written Proof Free to Leave is mandatory.
Multiple submissions for the same site will be rejected — make your one shot count.
📊 Dashboard reviews
🗓 Daily (internal): Admin reviews all supplier stats.
📅 Weekly (broker): You’ll receive your own status report automatically.
📈 We’ll only contact you if you move into the amber or red zone.
📊 Quarterly: Formal review, performance discussion and recognition.
💡 Key principle
Every failed submission costs money, burns admin time and erodes supplier/broker trust.
We’d rather have 50 quality contracts than 100 “see what happens” submissions.
📅 Summary
✅ Q1 – Monitoring only (no penalties)
⚠️ Q2 – Thresholds enforced
🔁 Annual reset in January
🎯 BOS goal – company-wide live rate above 90 %
📣 Final word
Most brokers already work to this standard; the dashboard simply formalises what “good” looks like.
This isn’t about catching anyone out — it’s about protecting the reputation we’ve built and keeping supplier confidence high.
From 1 January 2026:
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