Broker email response - how long?

YoungBaker

Hi there

I'm just wondering if anyone can give me some perspective as to what is an appropriate time to wait for an email response from a broker?

I have been dealing with a broker company that I used for my FTB and were great. I have been assigned a different case manager this time andam getting a little impatient trying to get him to respond to my communications.

I have sent the broker a couple of emails over the course of the past few weeks (general questions, next steps etc) and have struggled to get any responses. I have had to follow these up with a phone call to the office where he apologies (as he has been with clients and was honestly just about to reply!).

I sent my latest email on Monday at 12pm asking for his availability to proceed to arrange the AIP as we are now meeting with EA's to sell our own property and obviously would like this organized. It is now over 48 hours later and I have had no response.

I am considering telling them I find it unacceptable as I have had this happen 3 times now and every discussion I have had with the Broker I have had to chase.

Is this standard and I have been fortunate in my previous experiences?

Thanks

ACG

I generally reply to people within the hour, there are exceptions where it may end up being a few hours or best part of the day (ie if I am in appointments or a conference) but I would say if you are waiting 24-48 hours for a reply then short of unexpected illness there is no excuse.

I am putting my money on it being L&C. If you are chasing replies at this stage, why are you even entertaining using them for your application? The last thing you want is your application at the bottom of an ever growing pile.

libf

Ask for a new case manager. If you're not happy before you've even really started then no point continuing with the one initially assigned.

YoungBaker

Thanks for your reply.

It's actually First Mortgage. I used them for my first time buy and they were great, and then again to remortgage and I had no problems. I called them up last Monday to advise them I was looking to move home and would like to use there services again. From there I received an initial call back to discuss the scenario and the communications have went as follows:

- First day broker promised to get back in touch later that day. No reply. I chased the next morning and he advised his internet connection was broke (could have picked up phone?). He asked if I had availability 2 days later (wed) I confirmed yes.

- I didn't hear anything back regarding a time. I phoned up lunch time on the wed to confirm he was still planning on speaking to me and confirmed my available times. We had the session and there were some open questions for me to speak with the EA about.

- I emailed on Thursday evening to confirm I had spoken with the EA and we were ready to proceed with the AIP.

- I had no response and so again called on Friday afternoon. I managed to get a call back but there was some phone troubles (my phone unfortunately) but managed to eventually get through. He advised me we had 10 mins before his next clients and, as I am applying to Woolwich and the AIP will take an hour itself, he would do a check with Halifax (as no hard credit search) which should be sufficient to allow me to continue my discussions with EA. Intention to do full AIP with Woolwich this week.

- I met with EA on Monday morning. Emailed at 12pm to advise of this and to ask availability this week to proceed with next steps. I have had no reply. I called the office at lunch today (48 hrs later) and was advised he was "not at his desk" but would call me back. I have heard nothing yet.

I think the main reason I am getting frustrated is that so far all we have actually done is look at available mortgages, and ultimately 2 weeks down the line I do not even have an AIP in place yet. There has been a lot of business days wasted.

I am just conscious that obviously I know brokers are busy and do not want to be unreasonable if this is the norm!

ACG

I try to avoid doing AIPs until your offer has been accepted.
What I recommend today, may not be what I recommend tomorrow and if it takes 24-48 hours for your offer to get accepted it may then mean another AIP is needed.

YoungBaker

ACG it is a new build property that we are looking to buy. We were looking to pay a holding fee to reserve the plot we are wishing to purchase and were advised we should not do this until our AIP was given.

We have now done this (on the basis of the Halifax one) and also as we need to sell our own property would not wish to proceed to sell and end up cant borrow what we are looking for (in principle).

The broker is happy to arrange the AIP and agrees this is the next step, we just cant seem to get hold of him to do so :rotfl:

We are in Scotland if that matters to the AIP scenario

ACG

New builds and north of the border - 2 things I do not do many of.
Ignore me on this thread, I could be miles out of the process.

kingstreet

If you are unable to proceed as you have a property to sell, I don't know a builder with any sense which would accept your reservation until you are proceedable.

It's also questionable if an AIP has any point, as it may be months before a mortgage is actually required.

I'd satisfy myself with your credit files instead.

YoungBaker

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libf

Try not to take offense when people on forums offer helpful advice just because it doesn't apply in your situation. Especially when that situation had not already been explained. It may help someone else reading and it's not meant as any kind of judgement.

YoungBaker

Think he might have seen my thread (or heard me cursing him!) , hes just called to say he will phone shortly to submit the AIP.

Thanks all for your replies