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Mortgage customers 'frustrated' over wait times to switch lenders amid interest rate hikes

There has been a significant increase in applications over the last 12 months, brokers have said.

MORTGAGE CUSTOMERS WHO wish to switch lenders in a bid to save money or avoid interest rate hikes are facing delays of several weeks due to a huge surge in applications and the loss of two key lenders from the market, brokers have said.

One customer who spoke to The Journal started the switching process with his broker in July this year and still has not received a loan offer from the new lender. He and his wife are currently on a fixed rate, and are hoping to move to another four-year fixed rate.

“We’re worried about the rates increasing, that’s why we’re trying to get this locked in as soon as possible, it seems as if they might be delaying so they can increase the rates, to be honest,” he said.

“If our rate ends up jumping to 4%, that’s going to be a significant increase in our monthly outgoings, all of our budgeting at the moment is based on being able to stay on a fixed rate for the next few years.

“I was told that this isn’t a risky loan for the bank, it’s 1.5 times our salaries and that’s nothing for a bank in the grand scheme of things.”

He and his wife have been asked to submit fresh bank statements and payslips several times since their initial application due to the lender’s processing backlog, he said.

“We were dropped to the back of the queue again, even though the reason we were putting in new documentation was because they’d let the time lapse without giving us an offer. It’s really frustrating,” he said.

Trevor Grant, chairperson of the broker representative body the Association of Irish Mortgage Advisors (AIMA), said he is seeing the impact of the delays “on a daily basis” at his own brokerage.

“When it comes to the phenomenon of switching mortgages, until around 12 months ago, even though it made loads of sense, traditionally people just didn’t do it,” he said.

“In the last 12 months there has been a surge in the number of people, obviously there’s a lot of talk about interest rates, people are more aware of it and they’re very concerned that their mortgage rates will go up, it’s their single biggest financial commitment.”

In August, the Banking and Payments Federation Ireland (BPFI) reported that the volume of non-purchase mortgage activity, which includes switching and top-ups, grew by 126.5% year-on-year.

Grant said another major contributing factor to the delays experienced by customers wishing to switch providers is the exit of two major lenders – KBC and Ulster Bank – from the Irish market.

“They were known for low-cost, fixed-rate products so they would have been a home for many switchers and at their peak they accounted for 25% of mortgages,” he explained. “Losing them and then having that massive surge in applications as well has created a huge bottle-neck.”

He said the continuation of remote working, although it has been a positive move for many workplaces, including those in banking and financial sectors, has also created “unnecessary delays”.

“By nature, mortgages are very paper based and process-driven, so that means the process has become elongated,” he said. 

Grant said the timeframe for approval now ranges from five working days to up to 25 working days, if all of the customer’s documentation is in order. 

“If you have queries it can drag on forever, you get into a process of answering queries only for them to come back with more, but even  if you’ve provided everything as it should be now it can take up to 20 or 25 days in some cases,” he said.

Although he acknowledged that many lenders have been recruiting additional staff so they can better meet the demand, he expressed concern about the potentially short deadlines customers may be given to draw down their mortgages if a bank decides to hike interest rates. 

He said this had already happened in the case of one lender recently, which, after announcing a rate increase, had given customers with existing mortgage applications just five days to proceed to the draw-down stage to secure their original lower rate.

Grant said feedback from brokers suggests the vast majority of applicants were unable to meet this deadline and will now potentially face reassessment to see if they still qualify at the new rates based on affordability. 

“They’ve got to give time for people to close, it’s taken longer for them to get approved in the first place – and those delays are not the fault of the customers in most cases – so if they’re approved they should be given time so they can get the money at the rate promised,” he said.

“It’s hard to get a mortgage and buy a house in this country. If you signed a contract and paid your deposit and then the lender, who may be the only one willing to give you the money, suddenly tells you that you don’t qualify anymore, that’s a huge shock.”

He said in some cases customers may lose their deposit if their mortgage funding falls through, as not all contracts have a clause protecting the deposit. 

The Journal asked a number of banks about their current timelines for customers applying to switch over their mortgages. 

Bank of Ireland said it is in line with the Central Bank’s Consumer Protection Code, which states that approval should be given within ten days of customers having all of their required legal documentation and paperwork in order and accepted by the bank.

Permanent TSB said the time it takes for a customer to go from approval in principle to drawdown of the funds is “dependent on the individual circumstances of each customer, including whether if the customer’s valuer and solicitor have completed their work”.

“Once all of these elements are in place, offer and drawdown can be completed very quickly and the bank is not currently experiencing any delays with this stage of the process,” the bank said.

“Given a rise in the volume of switcher applications we are currently strengthening the team to continue to meet the higher demand.”

A spokesperson for AIB said the bank works closely with customers to bring them through the process in “a speedy manner” and the timeframes differ depending on individual circumstances.

“Due to unprecedented demand, some customers may experience delays within our Haven broker channel and we are working to bring this timeframe in line,” they said. “We consistently keep our resourcing under review with an aim to support our existing and potential new customers.

Savings from switching

Earlier this week Daftmortgages.ie, a broker that is part of the Daft.ie property website, advised mortgage-holders not to be discouraged by the perceived “hassle” of switching lender.

The site reported that data from its personalised savings reports indicated 87% of mortgage holders would save an average of €90 on their repayments from month 1 if they switched mortgage now.

It said the average saving by switching and fixing interest rates now is just over €8,900 over the next 4 years for current mortgage holders.

In a survey conducted by the site, 40% of mortgage holders said they haven’t considered switching because of the effort involved with switching. A further 24% of mortgage customers believe that being on a fixed rate is a blocker to switching. 

However Paul Monahan, general manager at Daftmortgages.ie, said customers who are currently on fixed rates should still enquire about a switch.

“At the moment, most customers breaking their fixed rate mortgage are not being charged a break fee,” he explained.

“I’d advise any customer on a fixed rate mortgage to call their lender and ask how much it would cost them to break — it’s definitely free just to find out. Given that interest rates are rising, almost every fixed or variable rate mortgage holder will benefit from taking a new fixed rate now and locking in today’s mortgage rates that start at around 2%.”

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21 Comments
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    Mute Colette Kearns
    Favourite Colette Kearns
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    Oct 9th 2022, 12:51 AM

    Our older generation had the right idea about bankers & that was to never ever to trust them , & guess what they were 100% Correct!

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    Mute fintan doyle
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    Oct 9th 2022, 12:23 AM

    Switching is a misnomer. It is applying for a new mortgage which can take months

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    Mute Peter McGlynn
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    Oct 9th 2022, 3:31 AM

    @fintan doyle: Co

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    Mute Sean Partidge
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    Oct 9th 2022, 7:24 AM

    @fintan doyle: while it is of massive benefit. Well it was for me 5 years ago. You are correct. It is an entire new mortgage application. You are just taking out a loan to pay a bank this time rather than a developer or private owner etc. Took us 3 months in 2018 with no queries.

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    Mute Peter McGlynn
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    Oct 9th 2022, 11:47 AM

    @fintan doyle:
    My experience:-
    Bank lost applications 3 times;
    Mortgage broker misplaced evaluation delaying application – as a result mortgage company cancelled mortgage in principle and ups rates.
    On the hook for 2k costs again the next time I switch.

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    Mute Sebastian Manka
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    Oct 9th 2022, 11:21 PM

    @Peter McGlynn: disgrace!

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    Mute Sequoia
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    Oct 9th 2022, 1:32 AM

    Advice given by an accountant many years ago…

    Banks will serve their interest first, yours will come after theirs and obligations and they’ll make you pay for it.

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    Mute Colette Kearns
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    Oct 9th 2022, 1:35 AM

    @Sequoia: Not hard to believe at all, they’re parasites

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    Mute Paul Gorry
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    Oct 9th 2022, 2:33 AM

    @Sequoia: Now that advice given by said accountant was probably cash only. Gas stuff.

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    Mute Paul Gorry
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    Oct 9th 2022, 12:28 AM

    The banks have the public over a barrel, no two ways about it.Horrible bunch of cowboys.

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    Mute Tom Jacob
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    Oct 9th 2022, 1:04 PM

    @Paul Gorry: Don’t hate the player hate the game

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    Mute Mark Dit
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    Oct 9th 2022, 12:36 AM

    Anyone with AIB. Just started a new 5 year fixed at 2.4. No charge to update.

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    Mute Paolo Fandango
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    Oct 9th 2022, 8:19 AM

    Lenders know that you know it’s a pain in the backside to switch so hardly any one does.

    Making switching easier would be the single most effective way to create real competition between banks Switcher business. But lenders also know this and are most likely in the ear of the gov to make sure there is never a system implemented that would enable simple switching. Solicitors are probably in on the act. 2 to 3 grand is nuts for conveyancing.

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    Mute Frank Leonard
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    Oct 9th 2022, 3:09 AM

    I think that when people are been taught about words like parasites the banks should be there first example followed by pension providers two of the best examples that everyone should be aware of

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    Mute Lee King Buckett
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    Oct 9th 2022, 4:45 PM

    @Frank Leonard: How do you reckon pension providers are parasites?

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    Mute Garvan Gallagher
    Favourite Garvan Gallagher
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    Oct 9th 2022, 9:01 AM

    Just finished that process. We started in February. Banks have you over a barrel and constant requests for documents already received was so incredibly frustrating. Receipt of docs put you back to the end of the queue. We always felt it was delaying the process intentionally. Switching was 10000% more stressful than getting a mortgage in the first place. Locked for 7 years now thankfully and very glad to be out the other side. Banks behaviour in this regard is utterly shameful.

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    Mute Mark
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    Oct 9th 2022, 5:27 AM

    I went through the pain recently as a first time buyer rather than a switcher with a non bank lender and it took over two months to get to loan offer. That’s not including getting the original AIP which in itself took 6 weeks. And that was with all my documents right first time. Vendor was getting really frustrated but luckily understanding under the circumstances.

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    Mute dublindamo
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    Oct 9th 2022, 8:32 AM

    The process has to be digitized as its just too long. It’s a brand new mortgage so you have to start from scratch so the switching element actually adds a layer as you have your old provider to deal with too.

    If someone was to apply today they won’t complete in time before next rate hike on Oct 27th and probably not even by the one in December so that’s going to add over 1%.

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    Mute thesaltyurchin
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    Oct 9th 2022, 10:16 AM

    Banks purposely surround themselves with inadequate systems (and people) designed to not work, it’s a copy of the most successful capitalist business structure which is to not make anything work too well so you can continue to sell. We’re always told that AI and robots will take over, why hasn’t that happened yet? Because it means less money. This mortgage application process (which it is, ‘remortgaging’ is a term we’ve borrowed from the UK and doesn’t exist here) could be entirely autonomous and complete in 24 hours if the banks wanted it.

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    Mute Johnny Honest
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    Oct 9th 2022, 10:15 AM

    Started the process in April, all documents lodged approval given in august still waiting on the drawdown cheque the last 2 weeks

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    Mute Claudia Varell
    Favourite Claudia Varell
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    Oct 10th 2022, 12:01 AM

    That happens when you listen to brokers and banks instead of using common sense. Fixed rates for just 4 years or even shorter? In which reality were the interest rates to drop further? When we applied for our mortgage, we made clear that we don’t want short-term or flexible rates. Now we can lean back and watch the games with our fixed rate over the complete loan term.

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