When it comes to a decision as big as which mortgage to get, most of us still prefer the old-fashioned approach of speaking to someone face-to-face.

But getting to your local bank or building society branch isn’t always the easiest thing in the world. And sometimes a phone call just doesn’t cut it.

A new video service from Lloyds Bank and Halifax is allowing customers to speak to a mortgage advisor face-to-face – from the comfort of their own home.

The service, which allows customers to speak to an advisor via video link on a laptop, desktop or tablet, offers an alternative for those who would otherwise have to travel to a branch or get advice over the phone.

They want greater choice, convenience and value whether that’s in branch or online – and they want these things in a time and place that suits them

David Oldfield, group director, retail and consumer finance
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The video service was successfully piloted for Lloyds customers throughout 2015, and now a third of appointments from Lloyds Bank customers that would have been completed over the phone are now completed via video.

And after launching earlier this month, it’s now available to Halifax customers too. 

Appointments can be made between 8am and 8pm during the week, and between 9am and 2pm on Saturdays with Lloyds and 9am and 4pm with Halifax.

According to customer feedback after the pilot, around 95% of customers rated their experience as good or excellent, Lloyds said.

The videlink service is also being piloted in 16 Lloyds Bank branches. Image by mikecphoto/Shutterstock.com

The video service is also being piloted in 16 Lloyds Bank branches, where it can be used for customers coming into the branch in an effort to increase the availability of mortgage appointments at peak times.

David Oldfield, group director, retail and consumer finance said: “Our customers’ needs are continuing to change.

“They want greater choice, convenience and value whether that’s in branch or online – and they want these things in a time and place that suits them. 

“Buying a house can be a stressful time for many people, and so for those who are unable or choose not to visit a branch but who still prefer a face-to-face conversation, this video service is a fantastic channel for them to use.

“It enables us to connect more customers to our mortgage experts in the way that is most convenient for them.”

The video service is just part of Lloyds Group’s £750m investment in digital innovation over the last three years. It plans to invest a further £1bn in its digital capability over the next three years.