How Quickly Should Mortgage Brokers Contact New Leads?
Someone who has just submitted a mortgage enquiry is at their most engaged. The longer they wait, the more likely they are to speak to another firm or lose momentum.
Aim for minutes, not hours
As a principle, the sooner you respond the better. Contacting an enquiry while the customer is still thinking about their mortgage makes it far easier to start a useful conversation.
Why delays happen
- Enquiries arrive while advisers are in client meetings.
- Leads come in during evenings and weekends.
- Notifications go to a shared inbox that is not checked often.
Practical ways to respond faster
Instant notifications
Route new enquiries straight to the right adviser by email, SMS or CRM alert.
Automated first contact
An immediate, personalised message confirms the enquiry has been received and can gather basic details. Our AI WhatsApp agent is designed to do exactly this, around the clock.
A clear follow-up process
Agree how many attempts will be made, over what period and through which channels, so no enquiry is left behind.
Fast response turns more of the enquiries from your mortgage broker Google Ads campaigns into conversations. It also matters if you buy leads from third parties.
Frequently asked questions
Should I call or message first?
Many firms do both: an instant message to acknowledge the enquiry, followed by a call as soon as an adviser is available.