PRIMIS Mortgage Network’s product desk dealt with 2,186 inbound queries from Appointed Representative (AR) brokers in September.

This represents a 21% increase on the normal average for any given month (1,800).

Between April and September 2020, PRIMIS’ product desk supported brokers with 12,364 queries in total, marking a 14% increase in the number of enquiries the team would usually receive in any given six-month period (10,800).

The majority of questions received during September were regarding the availability of high loan to lalue (LTV) deals and which lenders were operating in the market. The team also received a high number of queries from brokers with self-employed clients who were keen to understand how their income would be treated by lenders and which ones would consider government support measures, such as mortgage payment holidays, in applications.

The product desk team aims to resolve queries from advisers within four hours and is currently operating an email and call back only service while Covid–19 restrictions remain in place.

PRIMIS’ product desk is home to over 70 years of financial services experience and assists brokers nationwide with a variety of requests regarding mortgages, protection, general insurance (GI), and digital systems. Whilst networks and clubs typically have a mortgage helpdesk, PRIMIS’ product desk provides advisers with access to unrivalled expertise in all key areas of the market – making it the first of its kind in the industry.

Vikki Jefferies (pictured), proposition director at PRIMIS, said: “As broker champions, we recognise the importance of supporting and investing in our advisers so they can provide customers with the best possible outcomes – particularly at this time. This is demonstrated by today’s figures, reflecting the work of our highly skilled product desk team in assisting brokers as the Covid-19 crisis continues to impact advisers’ business.

“Sharing best practice is at the heart of what we do, and we are confident that with the expertise of our product desk, advisers will be better equipped to best serve customers as the pandemic continues.”