In March and April 4,641 questions were received from members, when around 3,600 would ordinarily be expected.
The majority of queries received were relating to payment holidays, furloughed staff and loan to value (LTV) and product changes as a result of the coronavirus.
The team also received queries relating to complex income and alternative lending solutions, and LTV caps on automated valuation models (AVMs), as well as questions from portfolio and first-time landlords.
During April, the product desk operated an email and call-back service as the network worked remotely.
Vikki Jefferies, proposition director at Primis (pictured), said: “Our product desk team has been able to meet the heightened demand from advisers with incredible efficiency as the coronavirus outbreak has progressed – all while maintaining our high level of service.
“We are confident that with the team’s ongoing support, advisers will feel more confident in their conversations with clients and be better-equipped to continue achieving positive customer outcomes.”
