Service has become a bigger consideration for most buy-to-let (BTL) advisers in the last six months, according to new research by Pepper Money.

In a recent survey of advisers active in the BTL market, Pepper Money found that 82% said service had become a bigger consideration in their product recommendations.

When asked what they considered to be the most important element of service for landlord customers, 50% of BTL advisers suggested consistent underwriting, while 26% said speed to offer, 12% suggested speed of decision, and 8% said access to BDMs.

Pepper Money sales director, Paul Adams, suggested that service has “clearly been a key issue across the mortgage market” recently, and said the research shows that it’s impacting adviser recommendations.

“The most important element of service for landlord customers is consistent underwriting, followed by speed to offer and speed of decision,” Adams said.

“This shows that advisers and customers want certainty in this uncertain environment and so it is important to work with a lender that invests in underwriting expertise, commits to quick turnaround times and is transparent in publishing its service levels online.”

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