The lender has kept most branches open during the last three months, but social distancing measures have limited the availability of mortgage appointments.
Prior to lockdown, HSBC offered mortgage advice via video calls to borrowers coming into branches, but now this is being rolled out to customers in their own homes.
At the same time, the bank has made changes for contractors applying for a mortgage. Requirements for continuous service have been halved from two years to one year, bringing it into line with the bank’s policy for self-employed customers. Applicants would also need to provide their latest P60 and have at least six months remaining on their current contract of employment.
Michelle Andrews, HSBC UK’s head of buying a home (pictured), said: “We have learnt from our experience in providing virtual mortgage appointments in our branch.
“The introduction of Zoom mortgage appointments is taking this one step further and providing a solution to help with the current situation.
“This will help us work together with our customers, and help us continue to support them at this difficult time.
For some it will mean they are able to buy their first property, for others it will mean being able to upsize with a growing family or having decided to live with extended family or elderly relatives.”
She added: “Our mortgage advisers have been extremely flexible during this unusual time, using their expertise to progress internal projects, dealing with customer queries or helping out other areas within the bank, all whilst working from home. I am extremely grateful for their hard work and professionalism. And now, by introducing mortgage appointments by Zoom, they are able to get back to the job they love – helping people with their home-ownership goals.
“We are able to satisfy all of our regulatory requirements to provide bespoke advice remotely. All videos will have the audio recorded and we are using software most people are using at home themselves and are familiar with. We believe this gets you as close to a face-to-face meeting as possible, without being in the same room.”