How often to ask broker for updates

MPERSON

To the brokers on here, how often would you expect a client to ask for updates on their case, and how often would be too much?
It's been a couple of weeks since our valuation and the lender has asked for a couple of documents from us, but everything seems to be going fine... albeit a bit slow.
Info from the broker isn't exactly forthcoming. We didn't know about the valuation until 2 days after it happened, and then only because we contacted them for an update. Since then, we've had no updates that haven't been prompted by us.
We've emailed them 3 times since sending the last requested document on Wednesday, and not had a response since. Phone calls just go to voicemail (always have done since initial contact). Is this the usual service to expect? We are FTBers, so have nothing to compare it to. Starting to get the feeling that they are getting fed up of our requests for updates, which are no more than once a working day. We were advised not to spend on searches, surveys etc until the mortgage offer comes through, and the vendors are asking for updates, so surely we aren't being unreasonable with the mortgage broker to expect regular updates?

ACG

When you ask for an update is the broker not coming back and saying something along the lines of there is no news but by wednesday we should hear something?
If not, they are causing themselves a headache and you unnecesary stress. I always tell people my clients the general process and rough timescales. Some do still call/text/email before that time but in the main I rarely get aked for updates before the timeframes I have given are up.

Its tricky as you feel like you are mithering, but you have no idea how long to leave it for. Maybe just ask for an update and if there isnt one, when you can expect to here something?

Ignore the agents. Agents use "the vendors are chasing for an update" as a way to say they are chasing for an update. I normally tell my clients to send the agents to me if they want an update.

In short, if your broker is not giving you anything to go off, chase them as often as you like.

MPERSON

Thanks. The last email I had from them was to ask for a bank statement last Wednesday. I replied with the document within the hour. I've had no response since.
So every day since Wednesday I've basically just been asking if they have received the bank statement and how long to expect to wait. It would have been good to at least confirm receipt of the bank statement. But no response to anything since Wednesday.
We were told that the bank statement is the last thing to send, and otherwise the underwriter is happy. So if that's true, then we should be all good. But the lack of communication is getting really frustrating. I'll chase them up again in the morning.
Thanks again

ACG

Who have you applied to?

MPERSON

Halifax


....

ACG

Ok, I do not use them very often so do not know their timescales but I would say if you have not heard by tomorrow its worth a chase as that would be 4 full working days and I do not think Halifax usually take that long to assess documents.

you probably are being a PITA to the broker by chasing everyday, but thats not your fault. Thats their fault for not "managing your expectations" - it sounds a little condescending I think but it is an important part of the job.

MPERSON

Thanks v much. I will give them a couple of days free of my badgering.
If no news tomorrow I'll chase on Wednesday morning.

ap1985

I went with Halifax through a broker and got a response rather quickly. But I think it depends on the broker and their relationship with the Lender.