The Conveyancing Association Lender Survey 2022

Feedback from the CA Members on the past Lenders Surveys was extremely positive and triggered several meetings with Lenders to improve the mortgage and conveyancing process including workshops with Lloyds Banking Group and Nationwide.

As a result of your input we have met and worked with surveyors, valuers, valuation panels, valuation software providers, RICS, and lenders to share working practices and identify how post offer queries might be reduced.

Now we need to know whether this has made a difference and how your teams view their experiences when dealing with lender processing teams.

Our next meeting in July involves a roundtable discussion with Lenders to further identify effective working practices.

Please take 5 minutes to have your say and to help us make a difference to the conveyancing process.

Please complete the survey by 20th June 2022 and pass on the link to your colleagues and also contacts in other law firms so that we know what is really happening “at the coal face”. 

Those who respond will be entered in a prize drawer to be drawn on 6th July at our event in London for a £200 prize voucher.

Thank you.
Please rank the following lenders between 1 and 5 (1 = poor and  5 = excellent)
1.Time holding to get through to the mortgage centre
1
2
3
4
5
Barclays
Birmingham Midshires
Habito
Halifax
HSBC
Lloyds
Nationwide
Royal Bank of Scotland
Santander
Woolwich
2.Response times to post offer queries
1
2
3
4
5
Barclays
Birmingham Midshires
Habito
Halifax
HSBC
Lloyds
Nationwide
Royal Bank of Scotland
Santander
Woolwich
3.Consistency in the post offer query response from the lender
1
2
3
4
5
Barclays
Birmingham Midshires
Habito
Halifax
HSBC
Lloyds
Nationwide
Royal Bank of Scotland
Santander
Woolwich
4.Response time for issue of redemption figures
1
2
3
4
5
Barclays
Birmingham Midshires
Habito
Halifax
HSBC
Lloyds
Nationwide
Royal Bank of Scotland
Santander
Woolwich
5.Response time for issue of mortgage offer
1
2
3
4
5
Barclays
Birmingham Midshires
Habito
Halifax
HSBC
Lloyds
Nationwide
Royal Bank of Scotland
Santander
Woolwich
6.Clarity of mortgage instructions
1
2
3
4
5
Barclays
Birmingham Midshires
Habito
Halifax
HSBC
Lloyds
Nationwide
Royal Bank of Scotland
Santander
Woolwich
7.Actions of the lender in following up on registrations
1
2
3
4
5
Barclays
Birmingham Midshires
Habito
Halifax
HSBC
Lloyds
Nationwide
Royal Bank of Scotland
Santander
Woolwich
8.How often do you have to raise a post offer query with a lender?
9.How often did you receive an amended mortgage offer after an initial offer had been issued?
10.How often have you acted for a client who has had a mortgage offer withdrawn or amended?
11.If a mortgage offer has been amended / withdrawn how often has this occurred after a post offer query has been raised?
12.Where a mortgage offer has been withdrawn from a client can you specify a reason for this:-
13.What one change would have the biggest impact on speeding up the post mortgage offer process?
14.Do you think the UKF/BSA lender handbooks need to be updated?
15.How easy do you find the Lender Portal systems to use and administer? (1 = extremely difficult) (5 = extremely easy)
Lender Exchange
LMS
ULS
Other
16.Do you feel that the Lender Portal systems add any benefits to the Conveyancers experience in dealing with Lenders, if so please specify?
17.Do you feel that the charges (including penalties) are reasonable for using the Lender Portal systems? If not please specify why.
18.Do you feel being able to sign dispositions like mortgage deeds and Transfers electronically (using the Qualified Electronic Signatures accepted by HMLR) would improve the customer journey.
19.Please complete the following with your details if you would like to enter the prize draw: