This year's survey reveals a combination of lender improvements and intermediary concerns.
Now in its third year, the objective of this survey is to help drive innovation and best practice in the mortgage market for the good of lenders, intermediaries and consumers. The survey is based on an analysis of responses from 27 lenders representing 86% of gross mortgage lending and 592 intermediaries.
Key findings
Now in its third year, the objective of this survey is to help drive innovation and best practice in the mortgage market for the good of lenders, intermediaries and consumers. The survey is based on an analysis of responses from 27 lenders representing 86% of gross mortgage lending and 592 intermediaries.
The key findings include:
- 89% of lenders now offer scan and attach at point of sale, up from 75% last year
- 59% of lenders provide an online single status view of all cases, up from 44% in 2016
- 85% of lenders provide real-time case tracking, compared to 75% last year
- Lenders providing online dashboard summaries has almost doubled from 38% in 2016 to 70% in 2017
However:
- 42% of intermediaries ranked usability of lenders’ portals as average to very poor
- Intermediaries still rely on the telephone rather than online systems, SMS or email, with 83% saying they call lenders between three and six times per application.
The survey was developed with and supported by the Association of Mortgage Intermediaries (AMI) and the Intermediary Mortgage Lenders Association.
