Research from NatWest Intermediary Solutions suggested one in six mortgage advisers said they just wanted to discuss cases on the phone.
The majority of brokers said they still prefer to discuss business in person because it offers added value, is quicker and offers a two-way exchange of more in-depth news.
The benefits of phone contact are ease and speed, with lack of time cited as the problem with face-to-face contact.
Those brokers who don’t mind said the medium was unimportant as long as the BDM is ‘good’ at their job.
Graham Felstead, head of NatWest Intermediary Solutions (pictured) said: “The role of a BDM has certainly evolved greatly over the last five years, as a result of the changing market environment for both intermediaries and lenders. It is evident that the majority of brokers who took part in our survey, understandably, have a need to keep up-to-date with the latest information from lenders on things like policy and criteria. They are also time-pressured so need to be able to resolve issues and have their questions answered as quickly as possible.
“But when it comes to the type of BDM support they want, it’s interesting to note how many brokers are happy to consider or prefer a phone-based service. Above all, it’s the quality of support they receive and the ease of contact and response that are important.”
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