Banks unveil face-to-face mortgage consultations without leaving home

March 26, 2016 by Brendan O'Neill

Mortgage Advisors

Halifax and Lloyds have launched a new service that enables customers to speak to a mortgage adviser from the comfort of their own home.

A video link service has been extensively trialled during 2015, so that customers can speak to an adviser via a desktop PC, laptop or tablet. As the pilot scheme was deemed to be a success, the initiative is now being rolled out so that people do not have to travel into a branch to seek advice, or use the telephone.

According to a statement released by the banking group, the service was rolled out to Halifax customers earlier in March, while one third of customers who would have contacted the bank via the telephone used the video link service.
Appointments can be made between the hours of 8:00 am and 8:00 pm during weekdays, while Lloyds have appointments available from 9:00 am to 2:00 pm on a Saturday. Halifax will make appointments from 9:00 am to 4:00 pm on Saturdays.

The video service is being piloted by 16 branches of Lloyds to reduce the number of customers visiting the branch in person, so more appointments are available during peak times for those wanting mortgage advice. Although the service will make it easier for the banks and its customers, all mortgage advisers will still be required to undertake CeMAP training and adhere to strict standards.

One member of Lloyds stated that the service may ease the stress of buying a home for those who are not able to visit a branch in person, or do not wish to do so.