The research, exclusive to Mortgage Solutions, involved 100 intermediaries from across the UK and 26% of respondents said speed and efficiency of offer processing was the most important aspect for brokers.
Contact and communication was highlighted as the second most important, with 17% of brokers stating they valued good communication highly.
Consistency of underwriting, speed of telephone response and simple online application systems were the next most important issues, while BDM access and quick call backs also ranked highly.
BDRC said the research showed intermediaries want a quick, low effort solution for placing cases with lenders. Anything that slows the process or creates effort is an unwelcome intrusion into this ideal, it stated.
Q: Could you think about the service you get from lenders. In making you feel satisfied with a lender, what would you say is the single most important aspect of a lender’s intermediary service?
Top 10 responses %
Speed/efficiency of offer processing 26
Good communication/contact 17
Regular updates 8
BDM access 8
Clear/known criteria 8
Call back/provide an answer 7
Clarity on required/outstanding docs 3
Known/dedicated point of contact 3
Results from a representative sample of 100 UK mortgage intermediaries between 17 September and 4 October 2013.
