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)

Question Title

* 1. Time holding to get through to the mortgage centre

	1	2	3	4	5
Barclays	Barclays 1	Barclays 2	Barclays 3	Barclays 4	Barclays 5
Birmingham Midshires	Birmingham Midshires 1	Birmingham Midshires 2	Birmingham Midshires 3	Birmingham Midshires 4	Birmingham Midshires 5
Habito	Habito 1	Habito 2	Habito 3	Habito 4	Habito 5
Halifax	Halifax 1	Halifax 2	Halifax 3	Halifax 4	Halifax 5
HSBC	HSBC 1	HSBC 2	HSBC 3	HSBC 4	HSBC 5
Lloyds	Lloyds 1	Lloyds 2	Lloyds 3	Lloyds 4	Lloyds 5
Nationwide	Nationwide 1	Nationwide 2	Nationwide 3	Nationwide 4	Nationwide 5
Royal Bank of Scotland	Royal Bank of Scotland 1	Royal Bank of Scotland 2	Royal Bank of Scotland 3	Royal Bank of Scotland 4	Royal Bank of Scotland 5
Santander	Santander 1	Santander 2	Santander 3	Santander 4	Santander 5
Woolwich	Woolwich 1	Woolwich 2	Woolwich 3	Woolwich 4	Woolwich 5

Question Title

* 2. Response times to post offer queries

	1	2	3	4	5
Barclays	Barclays 1	Barclays 2	Barclays 3	Barclays 4	Barclays 5
Birmingham Midshires	Birmingham Midshires 1	Birmingham Midshires 2	Birmingham Midshires 3	Birmingham Midshires 4	Birmingham Midshires 5
Habito	Habito 1	Habito 2	Habito 3	Habito 4	Habito 5
Halifax	Halifax 1	Halifax 2	Halifax 3	Halifax 4	Halifax 5
HSBC	HSBC 1	HSBC 2	HSBC 3	HSBC 4	HSBC 5
Lloyds	Lloyds 1	Lloyds 2	Lloyds 3	Lloyds 4	Lloyds 5
Nationwide	Nationwide 1	Nationwide 2	Nationwide 3	Nationwide 4	Nationwide 5
Royal Bank of Scotland	Royal Bank of Scotland 1	Royal Bank of Scotland 2	Royal Bank of Scotland 3	Royal Bank of Scotland 4	Royal Bank of Scotland 5
Santander	Santander 1	Santander 2	Santander 3	Santander 4	Santander 5
Woolwich	Woolwich 1	Woolwich 2	Woolwich 3	Woolwich 4	Woolwich 5

Question Title

* 3. Consistency in the post offer query response from the lender

	1	2	3	4	5
Barclays	Barclays 1	Barclays 2	Barclays 3	Barclays 4	Barclays 5
Birmingham Midshires	Birmingham Midshires 1	Birmingham Midshires 2	Birmingham Midshires 3	Birmingham Midshires 4	Birmingham Midshires 5
Habito	Habito 1	Habito 2	Habito 3	Habito 4	Habito 5
Halifax	Halifax 1	Halifax 2	Halifax 3	Halifax 4	Halifax 5
HSBC	HSBC 1	HSBC 2	HSBC 3	HSBC 4	HSBC 5
Lloyds	Lloyds 1	Lloyds 2	Lloyds 3	Lloyds 4	Lloyds 5
Nationwide	Nationwide 1	Nationwide 2	Nationwide 3	Nationwide 4	Nationwide 5
Royal Bank of Scotland	Royal Bank of Scotland 1	Royal Bank of Scotland 2	Royal Bank of Scotland 3	Royal Bank of Scotland 4	Royal Bank of Scotland 5
Santander	Santander 1	Santander 2	Santander 3	Santander 4	Santander 5
Woolwich	Woolwich 1	Woolwich 2	Woolwich 3	Woolwich 4	Woolwich 5

Question Title

* 4. Response time for issue of redemption figures

	1	2	3	4	5
Barclays	Barclays 1	Barclays 2	Barclays 3	Barclays 4	Barclays 5
Birmingham Midshires	Birmingham Midshires 1	Birmingham Midshires 2	Birmingham Midshires 3	Birmingham Midshires 4	Birmingham Midshires 5
Habito	Habito 1	Habito 2	Habito 3	Habito 4	Habito 5
Halifax	Halifax 1	Halifax 2	Halifax 3	Halifax 4	Halifax 5
HSBC	HSBC 1	HSBC 2	HSBC 3	HSBC 4	HSBC 5
Lloyds	Lloyds 1	Lloyds 2	Lloyds 3	Lloyds 4	Lloyds 5
Nationwide	Nationwide 1	Nationwide 2	Nationwide 3	Nationwide 4	Nationwide 5
Royal Bank of Scotland	Royal Bank of Scotland 1	Royal Bank of Scotland 2	Royal Bank of Scotland 3	Royal Bank of Scotland 4	Royal Bank of Scotland 5
Santander	Santander 1	Santander 2	Santander 3	Santander 4	Santander 5
Woolwich	Woolwich 1	Woolwich 2	Woolwich 3	Woolwich 4	Woolwich 5

Question Title

* 5. Response time for issue of mortgage offer

	1	2	3	4	5
Barclays	Barclays 1	Barclays 2	Barclays 3	Barclays 4	Barclays 5
Birmingham Midshires	Birmingham Midshires 1	Birmingham Midshires 2	Birmingham Midshires 3	Birmingham Midshires 4	Birmingham Midshires 5
Habito	Habito 1	Habito 2	Habito 3	Habito 4	Habito 5
Halifax	Halifax 1	Halifax 2	Halifax 3	Halifax 4	Halifax 5
HSBC	HSBC 1	HSBC 2	HSBC 3	HSBC 4	HSBC 5
Lloyds	Lloyds 1	Lloyds 2	Lloyds 3	Lloyds 4	Lloyds 5
Nationwide	Nationwide 1	Nationwide 2	Nationwide 3	Nationwide 4	Nationwide 5
Royal Bank of Scotland	Royal Bank of Scotland 1	Royal Bank of Scotland 2	Royal Bank of Scotland 3	Royal Bank of Scotland 4	Royal Bank of Scotland 5
Santander	Santander 1	Santander 2	Santander 3	Santander 4	Santander 5
Woolwich	Woolwich 1	Woolwich 2	Woolwich 3	Woolwich 4	Woolwich 5

Question Title

* 6. Clarity of mortgage instructions

	1	2	3	4	5
Barclays	Barclays 1	Barclays 2	Barclays 3	Barclays 4	Barclays 5
Birmingham Midshires	Birmingham Midshires 1	Birmingham Midshires 2	Birmingham Midshires 3	Birmingham Midshires 4	Birmingham Midshires 5
Habito	Habito 1	Habito 2	Habito 3	Habito 4	Habito 5
Halifax	Halifax 1	Halifax 2	Halifax 3	Halifax 4	Halifax 5
HSBC	HSBC 1	HSBC 2	HSBC 3	HSBC 4	HSBC 5
Lloyds	Lloyds 1	Lloyds 2	Lloyds 3	Lloyds 4	Lloyds 5
Nationwide	Nationwide 1	Nationwide 2	Nationwide 3	Nationwide 4	Nationwide 5
Royal Bank of Scotland	Royal Bank of Scotland 1	Royal Bank of Scotland 2	Royal Bank of Scotland 3	Royal Bank of Scotland 4	Royal Bank of Scotland 5
Santander	Santander 1	Santander 2	Santander 3	Santander 4	Santander 5
Woolwich	Woolwich 1	Woolwich 2	Woolwich 3	Woolwich 4	Woolwich 5

Question Title

* 7. Actions of the lender in following up on registrations

	1	2	3	4	5
Barclays	Barclays 1	Barclays 2	Barclays 3	Barclays 4	Barclays 5
Birmingham Midshires	Birmingham Midshires 1	Birmingham Midshires 2	Birmingham Midshires 3	Birmingham Midshires 4	Birmingham Midshires 5
Habito	Habito 1	Habito 2	Habito 3	Habito 4	Habito 5
Halifax	Halifax 1	Halifax 2	Halifax 3	Halifax 4	Halifax 5
HSBC	HSBC 1	HSBC 2	HSBC 3	HSBC 4	HSBC 5
Lloyds	Lloyds 1	Lloyds 2	Lloyds 3	Lloyds 4	Lloyds 5
Nationwide	Nationwide 1	Nationwide 2	Nationwide 3	Nationwide 4	Nationwide 5
Royal Bank of Scotland	Royal Bank of Scotland 1	Royal Bank of Scotland 2	Royal Bank of Scotland 3	Royal Bank of Scotland 4	Royal Bank of Scotland 5
Santander	Santander 1	Santander 2	Santander 3	Santander 4	Santander 5
Woolwich	Woolwich 1	Woolwich 2	Woolwich 3	Woolwich 4	Woolwich 5

Question Title

* 8. How often do you have to raise a post offer query with a lender?

Always

Usually

Sometimes

Rarely

Never

Question Title

* 9. How often did you receive an amended mortgage offer after an initial offer had been issued?

Always

Usually

Sometimes

Rarely

Never

Question Title

* 10. How often have you acted for a client who has had a mortgage offer withdrawn or amended?

Always

Usually

Sometimes

Rarely

Never

Question Title

* 11. If a mortgage offer has been amended / withdrawn how often has this occurred after a post offer query has been raised?

Always

Usually

Sometimes

Rarely

Never

Question Title

* 12. Where a mortgage offer has been withdrawn from a client can you specify a reason for this:-

(If something else, please state)

Question Title

* 13. What one change would have the biggest impact on speeding up the post mortgage offer process?

(If something else, please state)

Question Title

* 14. Do you think the UKF/BSA lender handbooks need to be updated?

Yes

(If yes, give details)

Question Title

* 15. How easy do you find the Lender Portal systems to use and administer? (1 = extremely difficult) (5 = extremely easy)


Lender Exchange	Lender Exchange menu
LMS	LMS menu
ULS	ULS menu
Other	Other menu

Question Title

* 16. Do you feel that the Lender Portal systems add any benefits to the Conveyancers experience in dealing with Lenders, if so please specify?

Yes

If so, please specify

Question Title

* 17. Do you feel that the charges (including penalties) are reasonable for using the Lender Portal systems? If not please specify why.

Yes

If not, please specify

Question Title

* 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.

Yes

(please specify why)

Question Title

* 19. Please complete the following with your details if you would like to enter the prize draw:

Name

Email Address