The telephone interviews undertaken by Charterhouse Research placed Coventry first, which is a massive jump up from sixth last year.
Kevin Purvey, director of intermediaries, said: “It’s just over a year since we refreshed our pledges to brokers and confirmed our commitment to the intermediary sector. For instance, our newest addition “We’ll always be open and honest about service levels” means that brokers can now see up to date service standards on our website. We continually strive to consistently deliver strong service levels, and recognition of this shows that our continued investment is appreciated by brokers – which is what matters to us the most”.
“We’ll continue to ask for, listen to and act on feedback from brokers, and look for ways we can improve and provide the highest possible levels of service into 2017 and beyond,” he added.
Kate Turner from Charterhouse Research, said: “For time pressured intermediaries, ease of doing business is critical and Coventry for intermediaries has really improved its service offering over the past year – especially across communication, application, underwriting and processing factors.”
Participants ranked the 11 lenders included in the survey on 31 service measures, covering areas such as communications, processing, contact from lender, procedures, products and lending policy. All intermediaries had to have placed at least 12 mortgages in the past year to qualify.
