Lloyds Banking Group launches mortgage video advice service

You can now get a mortgage advice from an adviser at home or work via a video link if you are a Lloyds or Halifax customer.

The service from the banks enables customers to speak with a mortgage advisor ‘face to face’ from the comfort of their own home via video link on a laptop, desktop, or tablet computer.

Lloyds said that a third of all appointments with customers that would usually been completed over the phone are now completed via video and the service launched to Halifax customers earlier this month. The video service was successfully piloted for Lloyds customers during 2015.

Appointments can be made between 8am and 8pm during the week, and between 9am and 2pm on Saturdays with Lloyds and 9am and 4pm with Halifax.

David Oldfield, group director of retail and consumer finance at Lloyds, said: “Our customers’ needs are continuing to change. They want greater choice, convenience and value whether that’s in branch or online – and they want these things in a time and place that suits them. Buying a house can be a stressful time for many people, and so for those who are unable or choose not to visit a branch but who still prefer a face-to-face conversation, this video service is a fantastic channel for them to use. It enables us to connect more customers to our mortgage experts in the way that is most convenient for them.”

Pete Mugleston, director of Online Mortgage Advisor, said: “Many borrowers are more comfortable arranging finance over the phone and email, the brokers we work with do this almost exclusively without issue, and I think as borrowers become ever more tech-savvy it might be that use of video interviews is a service everyone will have to provide to keep up. I think advisors would welcome it also, as customers always like to put a face to a name and it helps build trust in the service. It’s actually something we are thinking of offering our customers going forward, and I can see it really catching on.”