Mortgage brokers want lenders to improve their scan and attach services, IRESS’s intermediary mortgage survey report for 2018 found.
While nine in 10 (89%) lenders provide scan and attach at a point of sale, two in five (42%) don’t allow proof documents to be uploaded as an image via a smartphone or tablet.
Henry Woodcock, principal mortgage consultant at IRESS, summarised the issues brokers are having.
He said: “All the big lenders seem to have scan and attach; some small ones don’t.
“Some are allowing mobile uploads and some still aren’t.
“Some of those that are allowing it aren’t providing enough bandwidth.”
He added: “One simple thing that came out of the survey that frustrates intermediaries is when you scan and attach you have to send a second document to certify the first document.
“Some lenders have a tickbox you can use which is a better system.”
The survey also found that four in five (80%) lenders offer real-time case tracking but over half (56%) of intermediaries have to make between four and 10 calls per application.
And seven in 10 (69%) lenders are optimising portals for use on mobile devices, yet a third (35%) of intermediaries want portals in general to be easier to use.
Woodcock said: “We need to join the market up so you do not have to rekey things.
“That is certainly an area that IRESS has been involved in – it’s moved up the table as something people want.
“There is still a feeling amongst the intermediary community that the functionality is there but it’s not joined up.
“Quite a high percentage of brokers have to phone six times or more for every case.”