Details from 35 residential lenders and 38 buy-to-let lenders are now included in Mortgage Brain’s lender service level report.

The mortgage technology expert suggested heightened levels of activity seen in the mortgage market have impacted lender service levels and the time taken to respond to queries and applications from advisers.

As a result, Mortgage Brain launched its lender service report at the start of October to keep advisers informed on the service levels on offer from different lenders. The report is available to anyone through the COVID-19 support hub on Mortgage Brain’s criteria-based sourcing solution, Criteria Hub.

It provides advisers with a detailed look at what they can expect from participating lenders, such as the average waiting time for case updates, whether live chat is available, and the typical time to offer, with the details in the report updated each working day.

Mortgage Brain sales and marketing director, Neil Wyatt, commented: “We are delighted to have so many lenders working with us on the lender service levels report. Many lenders are seeing record levels of applications as buyers of all kinds attempt to beat the stamp duty deadline, and this is understandably impacting aspects of their service.

“By bringing together this information into a single report we are arming advisers with the details they need to manage the expectations of their clients and ensure that cases get over the line in time.

“This transparency doesn’t just support advisers though; it also provides lenders with a boost. The lender service levels report means brokers will be better informed on whether an application is likely to have been reviewed, for example, removing the need to call for an update and so relieving some of the strain. The report is a perfect example of how the various elements of the mortgage market can work together to ensure the process is more efficient and straightforward for all parties.”

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