This is according to a survey by eKeeper’s parent company DPR Group, which also found as many as 49% of respondents were looking for better deals from their broker.

It found 60% expected their broker to inform them when the end of their deal was approaching and 35% anticipated annual reviews. Meanwhile 26% wanted regular communication.

The Mortgage Insights 20/21 research aimed to discern the challenges faced by consumers, lenders and brokers to gain a picture of the current state of the mortgage market.

Technology barrier

But while many consumers wanted a more attentive service from their broker, the survey also revealed this was easier said than done for some. Indeed, 37% of brokers said they had no technology solution in place to enable them to communicate regularly and easily with their customers and 62% of those brokers had no plans to source such a solution.

This contrasts with the remaining 63% with a solution in place, with two thirds reporting that they had effectively retained over 60% of existing business through the use of such technology.

David Bennett, commercial director of eKeeper, said: “It will always be customers that dictate the level of interaction and engagement they want from any business.

“Our research certainly highlights the desire from a good proportion of mortgage customers for a post-sale relationship like those employed by financial advisers.

“Of course, engaging with customers prior to the deal end date is simply a necessity for any mortgage and protection intermediary to preserve that relationship and continue to demonstrate value.

“It will also help to keep the relationship with the customer, which should enable additional protection sales and prevent the customer going straight to the lender for an automatic product transfer.”

He added: “Within the eKeeper CRM systems, retention tooling is an integral functionality which ensures that leads and diarised reminders are automatically generated.

“However, it is concerning from both a commercial and servicing perspective, that a third of brokers do not use any technology for retention and a large amount have no intention of implementing such tools.”