PRIMIS Mortgage Network has revealed that its product desk resolved a total of 4,641 inbound queries from brokers during March and April.

The network suggested this reflected a 29% rise from the normal average of 3,600 for the two-month period. 
 
Of the 4,641 queries received from advisers over the two months, PRIMIS stated that 2,263 were dealt with during March, with the other 2,378 resolved in April – when the product desk operated an email and call-back service as the network worked remotely. 

PRIMIS indicated the majority of queries received during the period were regarding payment holidays, furloughed staff and LTV and product changes as a result of COVID-19. The network also received queries relating to complex income and alternative lending solutions, loan-to-value (LTV) caps on Automated Valuation Models (AVMs), as well as questions from portfolio and first-time landlords.
 
PRIMIS’ product desk assists brokers nationwide with a range of queries regarding mortgages, protection, general insurance (GI) and digital systems.

PRIMIS proposition director, Vikki Jefferies, commented: “Today’s figures emphasise just how committed we are to supporting brokers during the current crisis. 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.

“Over the coming weeks and months, the product desk will be crucial for keeping broker morale high and helping more of our advisers provide customers with the financial solutions they need at this difficult time.”

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