Search studies, brands and more…⌘ KExplore research

Evidence · Home lending

The questions and original answers

Explore every question and captured response in the home-lending study, including answers asked nationally and from four cities.

questions
193
captured answers
1,094
AI platforms
4
collected
11 October 2026

01

Every question, with its answers

Each question was written as a voter would ask it and went to all four assistants. Some were also asked from a town. Open a question to read every answer to it in full.

Showing 20 of 193 questions

Show all 193

02

The tables behind the study

Every figure on the study page comes from these tables. They are CSV files, which open in any spreadsheet.

  • Question catalogue

    questions.csv

    One row per question.

    Question ID, borrower, exact question, group and collected answers

    193rows

    Download question catalogue (CSV)

  • Answers

    answers.csv

    One row per answer, with its full text.

    Answer ID, question ID, borrower, assistant, city, words, coded recommendations, showed a link and full text

    1,094rows

    Download answers (CSV)

  • Sources by answer

    sources.csv

    One row for each website recorded as a source of an answer.

    Answer ID, question ID, assistant, city, website and publisher type

    4,574rows

    Download sources by answer (CSV)

  • Checks against official sources

    checks.csv

    One row per statement checked.

    Check, answer ID, assistant, what the answer said, verdict, what the source says, source and date

    4rows

    Download checks against official sources (CSV)

  • Recommendation coding

    recommendation-coding.csv

    One row per coded national loan-choice or support answer.

    Answer ID, question ID, borrower, assistant, question group, recommended lenders and supporting passages

    360rows

    Download recommendation coding (CSV)

  • Platform comparisons

    platform-recommendation-counts.csv

    One row per platform, lender and question group.

    Matched panel, recommended answers, denominator and supporting answer IDs

    105rows

    Download platform comparisons (CSV)

  • City comparisons

    city-recommendation-counts.csv

    One row per city, lender and question group.

    Matched panel, recommended answers, denominator and supporting answer IDs

    112rows

    Download city comparisons (CSV)

Use these tables to trace findings back to the original questions and answers. The full text of each answer is also on this page, under its question.

03

Read in full and checked

Some answers were read in detail or checked against official sources. Those appear on the study page, beside the findings they support.

ChatGPT · National

Every time my fixed rate ends, my bank just sends a letter with new rates and it's hard to get anyone to talk it through with me. My next one ends in two months. Which banks are better at actually reviewing your mortgage with you?

What you're describing is a real frustration with mortgage banking: being sent a new rate is not the same as having someone review your mortgage with you. Ideally, your bank should help you compare rates and terms, work out what repayments you can afford, and discuss whether fixing again or keeping some of your mortgage floating makes sense.

Because your New Zealand fixed rate expires in two months, I'd start reviewing your options now rather than waiting for the renewal letter. You have time to ask for a proper conversation, compare other lenders and negotiate before you roll onto a new rate.

The important distinction is that some banks are better at providing access to a mortgage specialist, but that doesn't necessarily mean every customer gets proactive annual reviews. I'd look at both the service model and the bank's willingness to discuss your whole lending position.

Which NZ banks I'd approach first

I couldn't find a reliable, independent public ranking specifically measuring how well banks proactively review existing customers' mortgages at refix time. But there are useful differences in how they provide access to mortgage specialists, plus recent industry feedback.

1. Kiwibank

Worth approaching for a direct conversation

Kiwibank explicitly offers home-loan specialists for existing customers who want to change or re-fix a loan, or simply explore their options. Its existing-customer home-loan team is available by phone on 0800 000 654. Talk to a home loan specialist | Home loansContact us

Talk to a Kiwibank home-loan specialist

2. ANZ

A strong option to compare through an adviser

In a May 2026 survey of 224 mortgage advisers, ANZ ranked first among the major banks for overall lender performance. The survey included pricing, staff helpfulness, turnaround times and post-settlement support, although it didn't directly measure how well banks conduct refix reviews with existing customers. ANZ and non-banks fare well in mortgage broker survey

ANZ home loans

3. ASB

Another good bank to put on your shortlist

ASB ranked second behind ANZ in that same 2026 adviser survey. That's a positive sign for the overall lending experience, but it isn't proof that ASB is more proactive with existing borrowers. ANZ and non-banks fare well in mortgage broker survey

ASB home loans

4. BNZ

Worth considering if you want a dedicated person

BNZ offers Home Loan Partners who can arrange phone, video or in-person appointments and provide tailored home-loan advice. That gives you a clear route to a conversation rather than just a rate notice. Home Loan Partners

Find a BNZ Home Loan Partner

My take: I'd start by asking your current bank for an actual review, while getting a mortgage adviser to compare alternatives from ANZ, ASB, Kiwibank and other suitable lenders. I wouldn't switch banks based on service reputation alone; the person who handles your loan and the deal they can negotiate matter a great deal.

The option I'd seriously consider: a mortgage adviser

If your biggest frustration is having nobody explain your choices, an independent mortgage adviser may be a better fit than switching banks purely for customer service.

A good adviser can compare several lenders, explain the trade-offs and help negotiate your rate. The Financial Markets Authority also says advisers should clarify how often they'll contact you to review your mortgage. Mortgage adviceWorking with a financial adviser

The key is to find someone who offers ongoing reviews after settlement, not just help arranging the initial loan or switching it.

You can ask these questions before choosing one:

  • Will you review my mortgage every time a fixed rate expires?
  • Will you proactively contact me, or do I have to chase you?
  • Can you negotiate with my current bank as well as compare other banks?
  • How are you paid, and could fees apply if I later switch lenders?

What to do over the next two months

  • Now: Request a review from your current bank and ask to speak to a home-loan specialist, not just someone who can process a refix.
  • Over the next couple of weeks: Get a comparison of available rates and loan structures from a mortgage adviser.
  • Before your fixed rate expires: Compare the actual offers, including any cashback, switching costs and conditions. Ask about splitting your loan across different fixed terms if that might suit your circumstances.

A message you can send your bank

Writing

My fixed home-loan rate expires in two months, and I'd like to arrange a proper mortgage review rather than simply receive the new rates by letter.

I'd like to discuss the available rates and terms, whether my current loan structure is still appropriate, and whether there are better options available to me as an existing customer.

Could you please arrange a call or appointment with a home-loan specialist who can review my overall mortgage and explain my options?

I'd appreciate having this conversation before my current fixed rate expires.

One question so I can narrow this down

Which bank is your mortgage with now?

I'll tailor the next step to that bank, including how to get past the routine refix process and whether there's a good reason to consider moving elsewhere.

Ask anything

ChatGPT can make mistakes. Check important info.

Captured 11 October 2026

Gemini · National

Every time my fixed rate ends, my bank just sends a letter with new rates and it's hard to get anyone to talk it through with me. My next one ends in two months. Which banks are better at actually reviewing your mortgage with you?

What you are experiencing is a very common frustration in New Zealand banking. For most of the major retail banks (often referred to as the big ones like ANZ, Westpac, ASB, and BNZ), the standard process when a fixed term expires is automated: an impersonal letter or email is generated with standard rollover rates, relying on you to take the initiative if you want anything different. Because branch staffing has decreased and mobile mortgage managers are heavily incentivized to chase new property buyers rather than service existing loans, getting personal attention on a roll-over can feel like pulling teeth.

When looking at which banks or alternatives handle this better, it helps to break down how different lenders approach customer care, alongside how you can bypass the letter-in-the-mail trap altogether.

How Different Types of Banks Compare

  1. Smaller / Local & Customer-Owned Banks (e.g., TSB, The Co-operative Bank, SBS Bank)

    • The Experience: These institutions generally score significantly higher in independent customer satisfaction surveys (such as Consumer NZ and Canstar awards). Because they operate on a smaller scale or have cooperative/mutual structures, they tend to be much more accessible, and their branch networks or local support teams are often more willing to actually sit down or jump on a call to look at your broader financial picture.
    • The Catch: Their tech or branch footprint might not be as widespread as the major banks, but for service and human interaction, they usually outperform the "Big Four."

  2. The "Big Four" Australian-Owned Banks (ANZ, Westpac, ASB, BNZ)

    • The Experience: Generally, they are the worst culprits for the "set-and-forget" automated letter system. However, BNZ has occasionally bucked trends by winning industry awards for home loan packaging and digital tracking features, and ASB/ANZ have robust mobile apps.
    • The Catch: Unless you have a very large mortgage or proactive mobile manager assigned to you, you are treated as a number during automated rollovers. To get a human at these banks to talk strategy, you usually have to force the issue by calling their general customer service lines weeks before your fixed term ends and explicitly requesting a mortgage specialist review.

A Better Alternative: Use a Mortgage Adviser (Broker)

If your bank makes it difficult to talk strategy, the easiest way to solve this problem permanently is not to rely on the bank at all, but to use a mortgage adviser.

  • It’s Free for You: In New Zealand, mortgage advisers are typically paid by the lender via commission once a loan is settled or refixed, meaning their advisory service usually costs you nothing.
  • They Take Over the Review: A good adviser will diarize your fixed-term end date. Weeks before it arrives, they will contact you, pull current market rates across multiple lenders (not just one bank), calculate whether it's worth switching or refixing, and handle the negotiations on your behalf.
  • Leverage: Banks hate losing customers. If an adviser approaches your current bank saying, "My client is looking at moving their $400k mortgage to another lender unless you sharpen your rate and structure this properly," your bank's retention team will suddenly find plenty of time to talk to you.

What You Can Do Right Now (Two Months Out)

Since your fixed rate ends in two months, you are in the ideal window to act without triggering early repayment break fees:

  1. Don't wait for the letter: Call your current bank's home loan department now. Tell them: "My fixed rate expires on [Date]. I want to review my structure and rates with a specialist before I decide whether to roll over or refix with another lender." Putting a bit of pressure on them early sometimes escalates your file to a retention banker who has more authority to negotiate.
  2. Consult an independent adviser: Reach out to a reputable mortgage adviser in New Zealand. Let them look at your current loan. They can tell you instantly if another bank will offer a better rate plus a cash contribution (cashback) to cover legal fees if you decide to switch.
Ask Gemini

Gemini is AI and can make mistakes.

Captured 11 October 2026

Google AI Mode · National

Every time my fixed rate ends, my bank just sends a letter with new rates and it's hard to get anyone to talk it through with me. My next one ends in two months. Which banks are better at actually reviewing your mortgage with you?

When your fixed rate is expiring, dealing with automated letters and unreachable mobile mortgage managers is a common frustration with major retail lenders (particularly the big Australian-owned four like ANZ, Westpac, ASB, and BNZ), which often treat rate rollovers as administrative paperwork rather than advisory moments.

Independent customer satisfaction data from organizations like Consumer NZ Banking Satisfaction Survey and Canstar Blue Banking Awards consistently show that smaller, locally owned, or cooperative institutions score drastically higher for personalized service, phone responsiveness, and actual human financial advice.

How Lenders Compare for Personal Service

  • The Co-operative Bank: Regularly tops Consumer NZ and Canstar sentiment surveys for overall customer satisfaction. Because of their cooperative structure, their staff tend to be far more accessible by phone or local branch to actually talk through structuring, revolving credit, and re-fixing strategies instead of just mailing a form.

  • TSB Bank: Historically scores near the top for customer loyalty and satisfaction. Customers frequently report that real people answer their local contact lines quickly and are significantly more willing to spend time on individual reviews. [Canstar NZ]

  • Kiwibank: As a state-owned option, Kiwibank bridges the gap between major-bank convenience (digital tools, extensive lending options) and higher local satisfaction ratings than the major four Australian banks, though direct mobile manager availability can still vary by region.

  • The Major Four (ANZ, ASB, BNZ, Westpac): Consistently rank lower in direct customer service satisfaction metrics. While they have automated digital re-signing features down to a click in your mobile app, getting a dedicated human to strategize your next fixed term proactively requires pushing hard or visiting a physical branch. [Consumer NZ]

An Alternative Solution: Use a Mortgage Adviser (Broker)

If your current bank won't play ball or give you the time of day, the most effective way to bypass the "expiry letter" routine is to use an independent mortgage adviser.

  • Proactive tracking: A good mortgage adviser doesn't just help you buy a house; they put your fixed-rate expiry dates into their own CRM system. They typically reach out to you 60 to 90 days before your rate expires to run a full review, look at market trends, and negotiate or switch rates on your behalf.

  • No direct cost to you: In New Zealand, mortgage advisers are generally paid via commission by the lending bank upon settlement or via refix retainers, meaning their ongoing review service for you doesn't carry an upfront hourly fee. [Home Loan Factory]

With your fixed rate ending in two months, do you want to switch banks entirely for better service, or would you prefer to look into using a free mortgage broker to handle your current and future rollovers while staying with your preferred lender?

Ask anything

Captured 11 October 2026

AI Overviews · National

Every time my fixed rate ends, my bank just sends a letter with new rates and it's hard to get anyone to talk it through with me. My next one ends in two months. Which banks are better at actually reviewing your mortgage with you?

AI Overview

It is incredibly frustrating to feel like just a number when making major financial decisions, especially when you are trying to review your mortgage strategy. In New Zealand, smaller, customer-owned banks likeThe Co-operative Bank consistently outperform the "Big Four" in customer service and proactive mortgage support, frequently winning consumer satisfaction awards.

However, because the wider banking sector has faced systemic criticism for declining personalized support, switching banks might not even be your best move if you want an expert to sit down and review your loan.

The Best Lenders for Mortgage Customer Service

If you want to move to a bank that treats you like a person rather than an automation sequence, look toward the smaller, New Zealand-owned options:

  • The Co-operative Bank : Consistently rated number one for customer satisfaction in independent surveys like Consumer NZ and Canstar. Because they are customer-owned, their staff are much more accessible for personalized, one-on-one restructuring advice.

  • SBS Bank : Another member-owned bank that scores exceptionally well for its human-centric approach and customer support, particularly for residential borrowers.

  • Kiwibank : While their digital mortgage tools lag slightly behind competitors like BNZ, their local, NZ-owned customer service teams are highly rated for walking customers through complex lifecycles.

Note: Major Australian-owned banks like ANZ are frequently ranked lowest for personalized advice and overall customer satisfaction.

The Better Alternative: Use an Independent Mortgage Broker

Instead of moving to another bank where service might still vary, you can bypass the banks' internal bureaucracies entirely by partnering with an independent mortgage broker (such as Squirrel or a similar registered firm).

A broker will handle your refix or restructure for free (as they are paid by the lenders). They act as your personal mortgage adviser to:

  • Look over your current structure and suggest ways to save on interest.

  • Help you decide how to split your loan or use facilities like revolving credit.

  • Negotiate with your current bank for lower rates than what was printed on your renewal letter.

  • Manage the entire switching process to a new bank if your current one refuses to offer a competitive rate or the level of service you deserve.

What You Should Do Right Now

Since your fixed rate ends in two months, you are exactly in the prime window to take action. Most New Zealand banks allow you to lock in a new rate up to 60 days before your current term finishes.

If you would like to explore your options further, let me know:

  • Do you want to stay with your current bank if they give you better service, or are you ready to jump ship?

  • Are you looking to make structural changes (like paying off lump sums or splitting your loan into multiple fixed terms)?

  • What is your approximate remaining loan balance?

Ask anything

Captured 11 October 2026