NatWest strengthens broker support with enhanced phone and live chat offering

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

The new service aims to streamline the process and quickly connect brokers to the right support teams. NatWest has also expanded LiveTalk, its chat service for brokers, which can now handle both pre-application and post-application queries.

Today’s announcement builds on advancements made earlier this year to LiveTalk, such as the integration of Cora, NatWest’s AI-powered digital assistant. In addition to the LiveTalk enhancements, 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 times and providing brokers with more options of how they choose to interact with NatWest. 

The improvements follow other recent interventions by NatWest to improve the home-buying journey, including reduced rates on selected mortgage deals and a newly revamped buy-to-let affordability calculator.

Gemma Atkin, head of telephony for intermediaries at NatWest, said: “We’re always looking for ways to improve our service and support brokers – making homebuying 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.”