The loan loss report shows which homes you've financed later had a loan written by another lender. It lives on your loan officer profile in Partner Intel. It's a hard list to look at, but it's one of the most useful views in Homebot: it shows exactly where repeat business is leaking, so you can fix it.
Why it matters
The average loan officer keeps only about 20% of past clients. That means roughly 4 out of 5 repeat loans go to someone else.
It's rarely about rate. Clients usually go with whoever they heard from most recently. Every client who refinances or takes out a new loan elsewhere costs you that loan and the referrals they would have sent your way.
Most loan officers have never seen their retention rate. Once you look, you're already a step ahead.
How to view your loan loss report
Click Partner Intel in the left sidebar of your Homebot account.
On the Search tab, select Loan Officers.
Enter your name or NMLS ID in the search bar and open your profile.
Click the Loan Loss tab.
Choose a time period: anywhere from 30 days to 3 years, year-to-date, or the previous year.
Don't see Partner Intel? Message support using the pink icon in the bottom right corner of your account.
What the report shows
Deals lost: Properties you previously financed where a later loan was recorded by another loan officer.
Deals retained: Properties you previously financed where you also wrote the later loan.
Retention rate: The percentage of identified repeat loans you kept.
Volume lost: The total loan volume that went elsewhere.
Repeat Loan Outcomes table: Toggle between Lost and Retained to see each property, the original loan, the date it was lost, the loan officer and lender who got the business, and the time between loans.
Key rules to know
The data comes from public records, not your Homebot client list. The report uses loan, NMLS, property and public-record data, so it can include past clients you haven't loaded into Homebot yet.
The report matches loans by property address, not borrower name. A property shows as lost when a later loan on an address you financed was written by another loan officer. If you wrote the later loan, it counts as retained.
Confirm it's still your client before reaching out. If a home has sold since you financed it, the new owner's loan can appear as a lost deal. Check the address against your records first.
Treat results as directional. Some transactions may be missing, delayed or attributed differently, for example if an NMLS ID was recorded incorrectly, public records haven't been processed yet, or a loan closed through your team or a former employer. Review individual transactions before acting on them.
A lost client isn't gone for good. They'll need another loan eventually, whether that's a refi, a HELOC or their next purchase.
Keep lost clients in Homebot. They'll keep getting your monthly Home Digest, so you stay in front of them for their next move.
What to do when a client closed with someone else
Confirm it's the same borrower. Match the address to your records and make sure the home hasn't changed hands.
Reach out personally. Congratulate them on their new loan or home. No pitch, no guilt.
Offer to be their resource. Let them know you're there if they ever want a second look at their rate or options.
Make sure they're in Homebot. If they aren't loaded yet, add them so they start getting your monthly digest.
Watch for them on your opportunity lists. When they start engaging again, follow up fast.
Not sure what to say? Try this: "Congrats on the new loan! I'll keep sending you updates on your home's value and equity. When you're ready for your next move, I'd love to help."
How to keep more clients going forward
Your monthly digest keeps you in front of clients, but follow-up is what wins the loan. Clients rarely tell you they're thinking about a refi. Instead, they check their home value, run numbers or browse listings. Homebot tracks those signals for you.
Check your opportunity lists weekly. They show which clients are engaging and most likely to transact next.
Go outbound. Reach out to clients on those lists and answer their questions before they call another lender.
Look for patterns. If the same lenders or loan types keep showing up in your lost deals, adjust your outreach.
Keep your book complete and current. Load your entire client list, and add new clients as loans close. Homebot makes a great addition to your closing gift: Homebot closing kit templates
Frequently asked questions
Why is my retention low if I'm using Homebot?
Start by checking how many clients you have loaded. Homebot can only stay in touch with clients it knows about. If your full book is loaded, the next step is follow-up: the digest keeps the door open, and working your opportunity lists turns that engagement into loans.
I don't have time to call everyone. Where do I start?
You don't need to call everyone. Your opportunity lists narrow it down to the few clients worth reaching out to this week.
Should I remove clients who went to another lender?
No. Keep them in Homebot. Their new lender probably won't stay in touch, and you want to be the one they hear from when they're ready for their next loan.
A deal on my report looks wrong. Why?
The most common reason is that the home changed hands. Because the report matches by property address, a new owner's loan can show up as a lost deal. Public records can also be incomplete or delayed. Review the transaction details, and reach out to support if something still looks off.
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