Comparing the performance of surveyors, estate agents, lawyers and lenders within the house buying process, the findings revealed lenders were ranked third of the four, with lawyers retaining the title as the worst performers.
Ranked on quality of performance, 49 per cent of respondents admitted lenders offered excellent or good service. However judged on ease of communication, 27 per cent said the service was excellent or good, just ahead of surveyors, who were ranked worst in this category, with 26 per cent. 37 per cent of the 534 people questioned said lenders offered excellent or good value for money, while 32 per cent said they were helpful in minimising delays.
Warren Bright, chief executive of propertyfinder.com, said: “Lawyers are still the top villains in the house buying process. Although their role is a crucial one, many of their practices are out-of-date and they cause buyers and sellers an enormous level of frustration at what is already a very stressful and anxious time.”
Responding, Alex Hammond, PR manager at Kensington, said: “The research shows why it’s so vital that lenders take service seriously. They need to think about their whole service proposition and not get too blinkered by technology. There are lessons we can learn from this research.”
