Hello mortgage advisers,&nbsp;Wanted to do a general check-in with you on provider service levels at the moment, have heard of some very poor phone service levels recently with the big names.&nbsp;How are you finding them at the moment? Any particularly bad?&nbsp;Likewise are there any that deserve a gold star?&nbsp;Many thanks,&nbsp; Jane

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Mortgage providers service level check-in

We have found that the service levels with most lenders, especially the high street brands, are not too bad. They are all working to pretty fast timescales, compared to certain points throughout 2022. The biggest sticking point with certain lenders is the underwriter questions. We are finding there are a lot more back-and-forth questions that delay the mortgage offer being issued slightly.

Jamie Alexander

Alexander Southwell Mortgages is a modern, independent mortgage brokerage built around one simple principle: good advice shouldn’t come with pressure, confusion, or unnecessary fees. We specialise in fee-free mortgage advice across the UK, helping first-time buyers, home movers, remortgages and more complex cases navigate one of the biggest financial decisions they’ll ever make, with clarity and confidence. We don’t believe in “one-size-fits-all” mortgages. Every recommendation starts with understanding the person behind the application. Your income, plans, concerns, and future goals matter just as much as interest rates. That’s why our advice is personal, considered, and always tailored, not rushed, scripted, or sales-led. Alongside expert, whole-of-market advice, we provide practical tools and straight-talking guidance to help you make informed decisions. From affordability checks and mortgage calculators to plain-English explanations of your options, we strip away the jargon and focus on what actually matters to you. What really sets us apart is how we work. We’re proactive, transparent, and easy to deal with. You’ll have direct access to experienced advisers.

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I use a lot of the smaller names and building societies and I have found them to be excellent at the moment. Lots of fast turnaround times and direct contact with underwriters have meant fast offer times. Skipton are brilliant as always.

Mortgage providers service level check-in

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Jamie Alexander

Mortgage Director at Alexander Southwell Mortgages

Austyn Johnson

Founder at Mortgages For Actors

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