Halifax Intermediaries has pleaded with brokers to stop phoning in to chase cases.

The lender says that the more that advisers call the more its timeframes for processing cases are put “in serious jeopardy”.

In an email to brokers, head of Halifax Intermediaries Ian Wilson asks advisers to question whether they really need to speak to the lender by telephone and to go online for information wherever possible.

It comes amid frequent pricing and criteria updates from both Halifax and other lenders.

Yesterday, for example, Halifax Intermediaries announced it was withdrawing all its two-year fixed rates at 85 per cent loan-to-value for first-time buyers and home movers.

It followed rate increases on other products earlier in the week.

Brokers have been complaining on social media about wait times at some lenders.

In his email to brokers Ian Wilson says: “I wanted to thank you for your support and patience over the past few months while we have been managing our business in a completely new environment and with different ways of working.

“It’s been a new and unsettling experience for all of us and there remain challenges that we are continuing to manage together with large volumes of business and very busy phone lines.

“I hope to appeal to you to seriously consider whether you need to call us for case updates and chasing for actions. 

“Please trust that we are working hard to maintain our usual service standards. 

“The more you call, the more this is put in serious jeopardy – so please check your case tracking and emails and limit your calls to those cases where exchange or completion are imminent and you need our assistance.”

Wilson adds that the uploading of all supporting documents on submission of applications helps Halifax to process them swiftly.

He says that BDMs are available by phone or email while intermediary webpages and the webchat facility can help to answer criteria questions.