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‘We’re looking at a way to add document upload fairly soon’ – Halifax Intermediaries

by: Mortgage Solutions
  • 30/07/2018
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Head of Halifax Intermediaries Ian Wilson reveals the lender is testing mortgage document uploads to further improve service levels, in the second panel debate in our video series.

 

Wilson said: “We are currently looking at an opportunity to integrate that and we are at the very early stages. It’s about talking to the right people internally to make that happen. We may be able to test that in the market fairly soon,” he added.

Andrew Montlake, director at Coreco noted that Halifax had consistency of service, which was just as important as rate in a lot of circumstances.

He added: “It does amaze me that when lenders are very far behind [on service] they don’t up their rates immediately because there’s sure to be the pressure to keep rates low, they’re taking on more business and feeding that frenzy, pushing out timescales further.

“As brokers, we’d totally understand if they turned that tap off and got up to speed, taking their time, as long as we can let customers know what the situation is,” he added.

Vikki Jefferies, proposition director at LSL, said the fact brokers have a far wider marketplace to work with means tighter service is very important.

“As a network, we put a lot of pressure on our members to do the right thing in the right timescales for borrowers. Ultimately that pressure comes back up to the lender and we do have a high expectation of delivery.

“Halifax has provided consistent service and we would appreciate a little more stability in service levels from other lenders because that helps to manage network expectations and those of the customer,” added Jefferies.

 

Our panelists are:

Victoria Hartley, group editor, Mortgage Solutions

Ian Wilson, head of Halifax Intermediaries

Vikki Jefferies, proposition director, LSL

Andrew Montlake, director, Coreco

 

Watch the five-part series of video panel debates in association with Halifax Intermediaries, which includes discussion of product transfers and working with first-time buyers.

 

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