NatWest has announced new improvements to its broker support services, launching a single contact number and expanding its LiveTalk offering.

This new service will quickly connect brokers to the right support teams, aiming to streamline the process and ensure they are directed to the most appropriate help. NatWest has also expanded LiveTalk, its chat service for brokers, to now handle both pre-application and post-application queries.

Gemma Atkin, Head of Telephony for Intermediaries at NatWest, says: “We’re always looking for ways to improve our service and support brokers – making home buying a simpler, clearer and more simplified process. Our new single phone number and expanded LiveTalk service will make it easier for brokers to contact us and get their questions answered quickly.”

Today’s announcement builds on changes made earlier this year to LiveTalk, such as the integration of Cora, NatWest’s AI-powered digital assistant. 

In addition, the six existing phone numbers for broker queries are now being simplified to one number, through which brokers can access all intermediary-related support. While the existing lines remain available, this new system will aim to optimise the current process, looking to reduce turnaround time and providing brokers with more options of how they choose to interact with NatWest. 

The lender says that the new phone line and expanded LiveTalk service ensure that no matter the query, the right help can be provided to brokers quickly and efficiently.

The improvements follow other recent interventions by NatWest to – in its words – “improve the home-buying journey.” 

The bank recently announced reduced rates on selected mortgage deals showing its commitment to support buyers and remortgagers in a challenging market. Additionally, the bank’s recently announced a newly revamped buy-to-let affordability calculator demonstrating NatWest’s continued ambitions to facilitate smoother application processes for brokers and their clients.

These changes also support the recently enhanced NatWest intermediary website and broker portal, providing what the bank describes as a more seamless experience for brokers at every stage of the mortgage process.