Lloyds Bank and Halifax has launched a new service enabling customers to speak with a mortgage adviser via video link on a laptop, desktop, or tablet computer.
After a pilot scheme carried out during 2015, the banking group is rolling out the system as an alternative for those who would otherwise be required to travel to a branch or speak to an adviser on the phone.
A third of appointments from Lloyds Bank customers that would have been completed over the telephone are now completed via video and the service launched to Halifax customers earlier this month, according to a statement.
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.
Additionally, 16 Lloyds Bank branches are piloting the use of the video service for customers coming into the branch, aimed at increasing mortgage appointment availability at peak times.
David Oldfield, group director for retail and consumer finance at Lloyds Bank, said consumers want greater choice, convenience and value, whether that’s in branch or online.
“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.”
The banking group has already invested £750m in digital innovations over the last three years and has committed to invest a further £1bn in its digital capability over the next three years.
Dale Jannels, managing director at All Types of Mortgages, said he loves the fact that technology is moving the industry along at such a fast pace.
Mr Jannels said: “These options are the future and have to be in a lenders armoury. But, personally, I don’t know if it can replace meeting someone up close and personal to discuss the biggest debt you’re likely to ever have.”
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peter.walker@ft.com
