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

We've just finished building our home and the construction loan has turned into a normal mortgage. Our bank was slow during the build. Are there banks that are better to deal with once the build is finished, and is it worth moving?

Congratulations on getting the build finished. Moving from a construction loan to a standard mortgage is a good point to reassess your bank, because your needs are quite different now that the house is complete.

Yes, it can be worth switching banks in New Zealand — but I wouldn't choose a new bank purely because it might have handled the build better. I'd focus on three things: how competitive its mortgage offer is, how easy it is to deal with after settlement, and whether the financial benefits of switching outweigh the costs.

One important distinction: a bank can be frustrating during a construction project but perfectly adequate for an ordinary mortgage. Conversely, a bank that offers an attractive interest rate might still be slow when you need a loan change, a refix, or help restructuring your lending.

1. Which New Zealand banks are worth comparing?

I'd start by comparing the big four with a couple of smaller banks, rather than assuming one bank is best for everyone.

ANZ

Worth checking for refinancing offers and cash contributions. Ask whether you can get a better deal by bringing all your lending across, and how much ongoing support you'd receive.

Website: anz.co.nz

ASB

Compare its standard mortgage options and online servicing. Ask how easily you can adjust repayments, split fixed-rate portions, and get help from a mortgage specialist.

Website: asb.co.nz

BNZ

Worth comparing if you want to review how your loan is structured, not just the rate. BNZ's refinancing guidance also highlights the importance of comparing switching costs and asking your current bank for a better deal. Refinancing your mortgage

Website: bnz.co.nz

Westpac

Include it in your quote round. Ask about the total package, including your mortgage rate, any cash contribution, offset or revolving-credit facilities, and who will handle your requests.

Website: westpac.co.nz

Kiwibank

A useful alternative to compare with the major Australian-owned banks. Get a written quote and ask about service access, eligibility and any refinancing contribution.

Website: kiwibank.co.nz

The Co-operative Bank

Particularly worth investigating if customer experience matters to you. It topped Consumer NZ's 2025 customer-satisfaction survey, although no bank qualified for Consumer NZ's People’s Choice Award in 2026. Those surveys cover banking overall, not specifically post-build mortgage service. Smaller banks pack a punch: Consumer's best and worst banksBest and worst banks in NZ for 2026, ranked by customers

Website: co-operativebank.co.nz

I wouldn't claim any of these is definitively the easiest bank to deal with after a build: there isn't a directly comparable public ranking of banks' post-construction mortgage service. The quality of your particular lending manager or contact can matter as much as the bank itself.

2. Is it financially worth switching?

There are three main things to consider.

  • A lower interest rate: Even a small difference can add up on a large mortgage.
  • A cash contribution: A new bank may offer money to refinance, but the amount and conditions vary. Your current bank may also offer a retention payment if you ask.
  • Better service: A reliable contact who responds promptly and handles changes competently has real value, even if the rate difference is small.

However, switching can involve legal costs, a valuation fee, early repayment or fixed-rate break costs, and repayment of any cashback you previously received if its retention conditions still apply. Refinancing your mortgageMortgage Cashback and Incentives

An example of the maths

Suppose you have a $700,000 mortgage and another bank offers an interest rate that's 0.20 percentage points lower.

Approximate interest saving in year one

$1,400

Illustrative switching costs

$2,000

In this simplified example, you'd be about $600 behind after the first year, before any cashback. Actual savings depend on your loan balance, repayment schedule, rate structure and fees.

That is why I'd compare the total cost over the next two or three years, not just the advertised rate or cashback. If your current fixed term is still running, check the break costs first. If it's floating or about to refix, you may have more flexibility.

3. What I'd do in your position

I'd take these steps in order:

  1. Ask your current bank for a mortgage review. Explain that the build is finished, you want to review the standard home-loan package, and the service during construction has made you consider moving. Ask for its best available rate, any retention cash contribution and a named contact for future lending requests.
  2. Get two or three competing offers. Compare ANZ, ASB, BNZ, Westpac and Kiwibank, adding The Co-operative Bank if its offering suits you. You can also ask a mortgage adviser to compare lenders.
  3. Test the service before committing. Ask how requests are handled after settlement, whether you'll have a dedicated adviser or central contact centre, typical response times, and how you'll get help with future refixes or restructuring.
  4. Compare the net benefit. Include interest, cashback, legal and valuation costs, any break fee, and any cashback repayment to your current bank.

For independent context, Consumer NZ's 2026 bank satisfaction survey is useful, and the Banking Ombudsman's complaints dashboard lets you examine complaints data. Neither is a guarantee of how your own mortgage will be serviced.

4. Let’s work out whether switching makes sense for your mortgage

I can give you a more practical recommendation if you share a few details. The most important are your current bank, how much you owe, and whether your loan is fixed or floating.

With those details, I can help you distinguish between a bank switch that is genuinely worthwhile and one where you're better off negotiating a stronger deal with your current bank.

Ask anything

ChatGPT can make mistakes. Check important info.

Captured 11 October 2026

Gemini · National

We've just finished building our home and the construction loan has turned into a normal mortgage. Our bank was slow during the build. Are there banks that are better to deal with once the build is finished, and is it worth moving?

First of all, congratulations on finishing your build! Getting through a home build is a massive milestone, but it is very common for construction loans to test your patience. Because construction lending requires progress payments, builder variations, and constant valuations, banks often bottleneck these files, leading to slow communication.

The short answer is yes, it can be worth moving, but you need to run the numbers carefully against the hidden costs of switching.

Are some banks better to deal with post-build?

Once a build is complete, your loan converts to a standard owner-occupier mortgage. At this stage, you are no longer dealing with the specialized (and often slower) construction or mobile mortgage teams; you transition to retail banking or dedicated relationship managers.

  • The Major Banks (ANZ, ASB, BNZ, Westpac): Generally offer the slickest digital banking apps, robust revolving credit/offset facilities, and aggressive retention offers, but service quality heavily depends on the individual mobile manager or branch you are assigned to.
  • The Challenger/Smaller Banks (Kiwibank, The Co-operative Bank, SBS Bank): Often pride themselves on customer service ratings and local responsiveness, though their backend tech or complex structuring options can sometimes lag behind the big four.

If your current bank dragged their feet during the build due to internal red tape, a fresh start with a new lender can sometimes feel like night and day—especially if you secure a dedicated manager who values your completed asset.

Is it worth moving? How to decide

Before you jump ship, you need to weigh the incentive of moving against the friction and expenses involved.

1. The Perks: Cashbacks

To win your business post-build, competing banks frequently offer cashback incentives (often ranging from 0.7% to 1.5% of the total loan amount depending on market conditions and loan size). On a $700,000 mortgage, a 1% cashback translates to $7,000 upfront, which can heavily soften the blow of moving costs or help buy new furniture/landscaping for the finished house.

2. The Catch: Costs and Conditions

  • Break Fees: If your construction loan automatically rolled into a fixed-rate term that hasn't expired yet, breaking that fixed term early can incur hefty economic break costs from your current bank. If you are currently on a floating rate, you can exit freely without penalties.
  • Legal and Discharge Fees: Switching banks requires a solicitor to discharge your old mortgage and register the new one. This usually costs between $1,000 and $1,500.
  • Cashback Clawbacks: If you took a cashback when you first set up the construction loan, check your original loan agreement. Most banks have a three-to-four-year clawback period. If you leave before that timeframe expires, you will have to pay back a pro-rata portion of that original cash incentive.

Your Next Steps

  1. Check your current lock-in status: Find out if your post-build mortgage is sitting on a floating rate or locked into a fixed term, and ask your current bank if there are any active cashback clawback periods or break fees.
  2. Shop the market via a mortgage adviser: Engage a registered mortgage broker in New Zealand. Because they work across multiple banks, they can quietly tender your completed home loan out to competitors to see who is offering the highest cashback and sharpest interest rates right now—completely free to you (as banks pay the adviser commission).
  3. Weigh the net benefit: Subtract the legal costs and any potential penalties from the new bank's cashback offer. If you come out significantly ahead and escape a bank whose service you disliked, switching is worth it. If the margins are too thin, use the competitive tension to force your current bank to match a better rate or cough up a retention bonus instead.

Would you like to explore what your current interest rate structure looks like compared to standard market offerings?

Ask Gemini

Gemini is AI and can make mistakes.

Captured 11 October 2026

Google AI Mode · National

We've just finished building our home and the construction loan has turned into a normal mortgage. Our bank was slow during the build. Are there banks that are better to deal with once the build is finished, and is it worth moving?

Moving a standard mortgage after completing a build is a very common consideration in New Zealand. Construction loans involve a lot of administrative friction—progress payments, builder sign-offs, and regular valuations—so sluggish bank performance during that phase doesn't always mean day-to-day mortgage management will be equally painful.

However, whether it is worth moving depends heavily on a financial and friction cost-benefit analysis.

How Different NZ Banks Rate for Customer Satisfaction

  • Customer-Owned and Smaller Banks: Lenders like The Co-operative Bank and TSB traditionally score higher in local customer satisfaction and personal service compared to the major four Australian-owned banks (ANZ, ASB, BNZ, Westpac). According to findings from the Consumer NZ Annual Banking Survey, overall consumer satisfaction across the sector has faced pressure, but smaller/co-operative institutions often maintain more responsive local account handling.

  • The Major Four: While slower and more bureaucratic during complex processes like construction drawdowns, they generally offer robust digital platforms, flexible revolving credit facilities, and competitive market rates or aggressive cashback incentives.

Is It Worth Moving? Factors to Weigh

  1. Break Fees and Fixed Rates: If your newly transitioned mortgage is currently on a fixed rate, breaking that fixed term to move to a new bank will likely incur hefty commercial break fees. If you are on a floating rate or your fixed term is expiring soon, the timing is much better.
  2. Cashback Incentives: New lending refinancing from another bank often attracts a cashback offer (ranging typically from $3,000 to over $7,000+ depending on your loan size). This cash injection can offset legal and valuation fees associated with switching banks.
  3. Refinancing Costs: Moving banks isn't free. You will generally need a solicitor to discharge the old mortgage and register the new one (costing roughly $700

− $1,500), plus potential registered valuation requirements.
4. Current Frustration vs. Future Interaction: Now that the build is finished, your interaction with the bank drops significantly—shifting from high-maintenance progress payments to simple automatic payments and occasional rate-refixing. Ask yourself how often you actually need to deal with them going forward.

To help figure out if switching makes financial sense, tell me:

  • Are your current mortgage portions fixed or floating , and when do they expire?
  • Roughly what is the remaining loan balance?
  • Are you looking for a bank with better digital tools or human customer service?
Ask anything

Captured 11 October 2026

AI Overviews · National

We've just finished building our home and the construction loan has turned into a normal mortgage. Our bank was slow during the build. Are there banks that are better to deal with once the build is finished, and is it worth moving?

AI Overview

Yes, it is absolutely worth exploring a move , and you will likely find the process much smoother now that the construction phase is over.

When you build a house, banks are notoriously slow and strict because "construction lending" involves progressive drawdowns, constant inspections, and building line compliance, which requires heavy manual processing. Now that your home is complete and the loan has transitioned into a standard mortgage, you are dealing with standard residential lending , which is highly automated, fiercely competitive, and much simpler to switch.

Which Banks Are "Better" to Deal With?

For a standard mortgage, "better" usually translates to the best combination of customer service, loan features, and financial perks.

  • The Big Four (ANZ, ASB, BNZ, Westpac): For standard mortgages, they function very similarly, but their digital platforms and offset account structures vary. For instance, if you want to use your everyday savings to reduce your mortgage interest, look closely at Westpac or BNZ , which have highly rated offset and flexible loan products.

  • Kiwibank: Often praised for its customer-centric approach, Kiwibank explicitly targets switchers by offering a streamlined Refinancing Package. If you have at least 20% equity in the completed home, they frequently waive legal fees and do away with the need for an expensive registered valuation.

Is It Worth Moving? (The Financial Breakdown)

Because the New Zealand mortgage market is incredibly aggressive, moving your loan can unlock significant financial windfalls.

1. Bank Cashbacks (The Sweetener)

NZ banks routinely pay new customers 0.7% to 1.5% of the total loan value in cold, hard cash just for switching to them.

  • On a $600,000 mortgage , a 1% cashback equals $6,000 cash in your bank account on settlement day.

  • Major banks like ANZ, ASB, and BNZ regularly fluctuate their cashback terms to outbid each other.

2. Cost to Move vs. Cash Gain

While switching is profitable, you must account for the upfront costs:

  • Legal Fees: You will need a conveyancing solicitor to change the title/mortgage registration, which typically costs $900 to $1,500. (Your cashback will easily cover this).

  • Clawbacks: Did your current bank give you a cashback when you first signed your construction loan? If you switch within 3 to 4 years of opening that account, you may have to pay a prorated portion of that original cash back to them. Check your original loan contract.

Strategy: The Smart Way to Leverage Your Position

Instead of doing the heavy lifting yourself, engage a Mortgage Broker (Adviser).

  1. It's Free: Mortgage advisers are paid by the bank, not by you.

  2. They Handle the Admin: Since you're frustrated by bank slowness, an adviser will act as your project manager, gathering your documents and pushing the banks to move fast.

  3. They Know Who is "Fast": Turnaround times change weekly. An adviser knows exactly which bank's credit team is processing applications in 48 hours versus who is taking two weeks.

  4. They Negotiate Secret Rates: Advisers can often secure "under-the-counter" interest rate discounts and higher cashbacks that aren't advertised on the bank’s website.

To help give you the most accurate advice on your next steps, could you tell me:

  • Roughly how much equity do you have in the home now that it is finished? (e.g., Is your loan less than 80% of the completed home's value?)

  • Did your current bank give you a cashback contribution when you started the build?

  • Are you currently on a floating (variable) rate , or have you already locked into a fixed-term rate?

Ask anything

Captured 11 October 2026