In addition, earlier in the year, the lender introduced day one valuation instructions for all loans up to £500,000 to enhance the speed to offer.
It also launched a new concierge service for all loans over £500,000 where a dedicated case handler manages an individual application from initial submission right the way through to completion.
The spokesman said: “Making it as easy to do business with us is close to our hearts so we are delighted that for our broker partners, our affordability calculator is the 'go to' in the industry. Our brand new website, launching soon, will make the whole online experience a more enjoyable one.
“When it comes to underwriting, we take a 'can do' approach wherever possible which means we have been able to help more customers with their mortgage needs and brokers can speak to underwriters about their applications."
6. TSB
TSB has built upon its impressive entry in the Service Awards survey last year with another top band rating in the mortgage providers sector.
TSB Intermediary was launched less than two years ago but has developed a good rapport with intermediaries through high quality customer service.
This is typified by calls being answered in just 2.4 seconds on average during the year following the inception of the broker division, according to Bev Bradford, head of mortgage intermediaries performance at TSB.
She added the firm has met its commitment to ensure that all calls from brokers are returned within three hours, and any emails received before 5pm will be answered the same day.
Ms Bradford said: “I think the level of expertise, knowledge and experience from TSB Partners is critical to our high quality customer service approach – the majority of partners on the TSB Intermediary enquiry line are CeMAP qualified and have worked as mortgage advisers.
“All of this makes a big difference and explains why brokers and customers continue to flock to TSB.”
The lender has sought to streamline the mortgage application process with the launch of ‘scan and upload’ to allow brokers to submit applications on behalf of their clients directly from their mobiles.
Ms Bradford said TSB is exploring new ways of processing applications digitally as part of the bank’s wider IT migration process on to its parent Sabadell’s platforms.
7. Santander for Intermediaries
The managing director of Santander for Intermediaries attributes the firm’s retention of the five-star rating to investing in a dedicated team of business development managers.
Brad Fordham added the lender has aimed to improve the efficiency of the mortgage application process through the introduction of day one valuations and maintaining its time to offer to around ten days.
