Following recent comment that 90% of intermediaries would welcome a paperless mortgage transaction with lenders, it is surprising that despite the technology we now have at our fingertips, this is still so far away.

Yes it needs to be fraud proof but when you know that some lenders are still using fax as a type of communication we may still have quite a wait.

It will eventually happen and, when it does, it will complete the circle of speeding up the entire mortgage process. Post MMR created lender utopia and lenders now have all of the documents being submitted to them with fully completed applications at outset, saving time and therefore creating huge efficiencies.

The next big step is improving the application to completion process. The fewer phone calls there are asking where the case is in the process, the better. This would save time for both the advisor and the lender, so we are seeing a return to providing access to underwriters and even dedicated teams to talk any queries through on submission.

Years ago that function was fundamental for attracting intermediary business but gradually the cost became too much and more automated processes were implemented. The trick was to underwrite as much as possible without involving telephone calls and interaction with the broker. It worked for that particular time but now criteria is constantly changing and not always straight forward, it has got more complicated and the consequences of getting it wrong are costly.

So access to people is coming back, talking through any queries with underwriters, submitting the case on line and emailing documentation straight away with the opportunity to discuss that case if needed to establish any additional information required at that time.

Clear guidance from a case handler, dedicated teams and ongoing progress updates via the channel of your choice, are all likely to return this year. So with all that in place, service will be at another level, so what next?

Rates are at an all time low, if service does reach the levels lenders are talking about then to attract a bigger market share ‘something’s gotta give’ and the only thing left is criteria.

This is not an easy one as criteria has hardened over the past few years and there is still reticence to trail blaze in this area. In fairness there have been a few new ideas coming through but it will require some of the big lenders to take brave and innovative steps to make significant criteria changes, which are not easy in today’s world. However, I do have faith, as this industry is one that manages to survive and improve all the time, so I am watching with interest to see what happens next.