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 bought our first home last year with about a 25% deposit and we're both on salaries. Our bank is hard to get clear answers from about our mortgage. Are some banks better at helping first-home owners, and would it be worth moving?

With a 25% deposit and two salary incomes, you’re in a stronger position than many first-home owners. If your bank is difficult to deal with, it can absolutely be worth testing the market — but I’d look at the whole mortgage relationship, not just the interest rate.

In New Zealand, banks generally don’t have a special “first-home owner service” once you’ve settled, but some are better than others at explaining loan structures, proactively reviewing your mortgage, and giving you access to home loan specialists. For example, some banks advertise dedicated first-home buyer support or specialist help during the home-buying process. BNZ

Signs it may be worth moving

Consider talking to other lenders (or a mortgage adviser) if your current bank:

  • takes weeks to answer straightforward questions
  • cannot clearly explain your fixed/variable split, refix options, or repayment strategy
  • rarely contacts you except when you need something
  • won’t discuss better pricing or restructuring
  • makes you feel like you have to manage the mortgage alone

A good bank relationship should mean you can ask things like:

  • “Should we increase repayments?”
  • “Should we split our fixed terms?”
  • “When should we start negotiating before our fixed rate expires?”
  • “Can we use our equity for renovations?”
  • “Are we paying a competitive rate?”

…and get a clear answer.

Banks worth comparing in NZ

It’s less about one bank being universally “best” and more about finding a lender that fits how you want to manage money. It can be worth getting quotes from:

  • ANZ New Zealand
  • ASB Bank
  • BNZ
  • Westpac New Zealand
  • Kiwibank
  • SBS Bank
  • The Co-operative Bank

Some smaller lenders can compete strongly on service, while larger banks may have broader digital tools and product ranges. The right choice often comes down to your experience with the particular lending team.

Before switching, check the numbers

Moving a mortgage can have costs, so compare:

  • break fees if you are currently fixed
  • any new loan establishment fees
  • legal costs (some banks offer help with switching costs; for example, BNZ advertises a Home Loan Switch process for eligible customers). BNZ
  • whether a lower interest rate actually saves more than the switching costs
  • whether you would lose any cashback or incentives you received when you first borrowed

A practical approach

Given you have:

  • a 25% deposit,
  • two incomes,
  • a year of repayment history,

I’d probably do this:

  1. Ask your current bank for a formal mortgage review appointment.
  2. Ask another bank or mortgage adviser for a comparison.
  3. Take the competing offer back to your current bank.
  4. Decide based on both rate and service.

You may find your current bank improves once they know you are willing to move.

One question that would change the advice: is your mortgage currently fixed, floating, or split between fixed terms — and when does your current fixed rate expire? That determines whether moving now is realistic or whether you should wait.

Ask anything

ChatGPT can make mistakes. Check important info.

Captured 11 October 2026

Gemini · National

We bought our first home last year with about a 25% deposit and we're both on salaries. Our bank is hard to get clear answers from about our mortgage. Are some banks better at helping first-home owners, and would it be worth moving?

Yes, some banks in New Zealand are significantly better than others at catering to and supporting first-home buyers, and moving (refinancing) can definitely be worth it—provided the numbers make sense.

Because you bought your home last year with a healthy ~25% deposit and both earn salaries, you are in a strong position. Lenders view you as low-risk borrowers, meaning you have plenty of leverage to shop around.

1. Are some banks better for first-home buyers?

Yes. Major retail banks (like ANZ, ASB, BNZ, and Westpac) have massive market shares, but their service models can sometimes feel bureaucratic or transactional, leaving customers stuck in automated phone loops or dealing with high staff turnover.

On the other hand, several lenders consistently rank higher for first-home buyer support and overall customer satisfaction:

  • SBS Bank: Frequently wins industry awards (such as Canstar’s Bank of the Year First Home Buyers) specifically for tailored first-home packages, lower-barrier combo structures, and hands-on guidance.
  • The Co-operative Bank & Kiwibank: Often score very well in customer satisfaction surveys (like Roy Morgan and Canstar awards), offering more localized or cooperative-style support structures.
  • Specialist/Smaller Lenders: Often provide dedicated mobile mortgage managers who are far more accessible and willing to answer granular questions about revolving credit facilities, offset accounts, and structuring salaries against debt.

2. Is it worth moving banks?

It can be, but you must weigh the incentives against the friction of switching. When you refinance your mortgage to a new bank, they will often compete heavily for your business.

The Perks of Moving:

  • Cashback / Cash Contributions: New banks frequently offer a cash contribution (often ranging around 0.8% to 1.25% or more of your total loan amount) to help cover the transition. On a $500,000 mortgage, a 1% cashback translates to $5,000.
  • Competitive Rates: New lenders may offer sharp special fixed rates to win you over.
  • Better Service: Moving to a bank with a responsive mobile manager can save you immense stress when structuring your payments.

The Costs & Catches to Watch Out For:

  • Fixed-Rate Break Fees: If you are currently locked into a fixed interest rate term that hasn't expired, your current bank may charge a break fee to exit early. Rule of thumb: It is almost always best to wait until your current fixed term expires before switching.
  • Legal and Discharge Fees: Moving banks requires a lawyer to discharge your old mortgage and register the new one. Legal fees typically range from $1,000 to $1,500, though banks often use part of your cashback to offset these.
  • Clawback Periods: If you take a cashback from a new bank, you typically sign an agreement to stay with them for 2 to 3 years. If you leave before that, you have to pay a pro-rata portion of the cashback back.

Recommended Action Plan

  1. Check your fixed-term expiry date: Locate your loan documents or log into your banking app to see precisely when your current fixed interest rate period ends.
  2. Consult a registered mortgage broker: In New Zealand, mortgage brokers are generally free for borrowers because the banks pay them a commission. A good independent broker can look at your current loan size, income, and equity, and mathematically map out whether a switch (plus any cashback offer) leaves you better off after accounting for legal costs.
  3. Challenge your current bank first: Before officially starting paperwork to leave, you can take a competing offer or a broker's assessment to your current bank and ask them to match the rate or offer a retention cashback. Sometimes, simply showing that you are ready to walk is enough to get their retention team to give you clear answers and better service.

Are you currently locked into a fixed interest rate with your bank, and do you happen to know roughly when that term expires?

Ask Gemini

Gemini is AI and can make mistakes.

Captured 11 October 2026

Google AI Mode · National

We bought our first home last year with about a 25% deposit and we're both on salaries. Our bank is hard to get clear answers from about our mortgage. Are some banks better at helping first-home owners, and would it be worth moving?

Yes, some New Zealand banks and lenders perform significantly better at customer communication and ongoing support, but moving banks involves real costs and financial trade-offs that you must weigh carefully.

Since you purchased your home last year with a 25% deposit and earn steady salaries, you are in a strong equity and risk position. Lenders view a 25% deposit favorably, meaning you qualify for standard low-risk lending rates rather than specialized first-home buyer schemes like the Kāinga Ora First Home Loan. However, poor service and unhelpful communication are common frustrations that make people consider refinancing.

Factors to Consider Before Moving Banks

  • Fixed-Rate Break Fees: If your mortgage is currently locked into a fixed interest rate term, breaking it early to move to a new bank can trigger massive economic break fees. If you are close to the end of your fixed term, waiting until it expires avoids these penalties entirely.

  • Cashback Clawbacks and Legal Fees: When you first bought your home, your bank likely provided a cash contribution (cashback). Most bank agreements require you to repay a pro-rata portion of that cashback if you leave within a specific window (usually 3 to 4 years). Additionally, refinancing requires a solicitor to discharge and register new mortgages, costing hundreds of dollars.

  • Retention Options with Your Current Bank: Because competition in New Zealand is high, banks often offer retention cashback incentives or better unadvertised rates if you formally signal that you are shopping around. Raising your service complaints or asking to speak with a mobile mortgage manager rather than a general call center can also change your experience. [Mortgage Brokers | Whangarei]

Comparison of Staying vs. Switching

Action Strategy Core Advantage Main Risk or Downside
Stay and Negotiate Zero legal fees or break costs; potential to secure a retention cashback or better rate by threatening to leave. You remain with the same institution if internal service culture does not permanently improve.
Switch Lenders Access to a more responsive bank, better digital tools, or competitive market-leading interest rates and cashbacks. High initial legal costs, potential repayment of initial cashback, and potential fixed-rate break fees.
Use a Mortgage Broker Free expert navigation, advice on lender policies, and leverage to negotiate with multiple banks on your behalf. Brokers work with a panel of lenders, meaning certain niche or direct-only banks might be excluded.

Next Steps and Alternative Options

Rather than jumping straight into a messy bank transfer, consider consulting an independent financial adviser or mortgage broker. They understand which New Zealand institutions currently offer the best ongoing client support, and they can approach other lenders to see if a new bank's cashback offer outweighs your current exit costs. [Mortgage Brokers | Whangarei]

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

  • Are you currently fixed or floating on your mortgage, and when does the rate term expire?
  • Did you receive a cashback incentive when you settled your purchase last year?
Ask anything

Captured 11 October 2026

AI Overviews · National

We bought our first home last year with about a 25% deposit and we're both on salaries. Our bank is hard to get clear answers from about our mortgage. Are some banks better at helping first-home owners, and would it be worth moving?

AI Overview

Moving your mortgage can absolutely be worth it , but because you are already a homeowner with a strong equity position (~25% deposit), your criteria for a "better" bank change entirely.

When you first buy, the "best" bank is simply the one that says yes to your deposit size. Once you are in the house and both earning salaries, the best bank is the one that gives you maximum flexibility to pay the loan off faster and provides transparent customer service.

Are Some Banks Better for First-Home Owners?

Yes, but they specialize in different areas. Since you already have >20% equity, you do not need low-deposit specialists (like Kiwibank or SBS). You should focus on lending flexibility and service channels :

  • Best for Autonomy & Structure: BNZ is highly rated for structure. They are unique in New Zealand for allowing you to increase, decrease, or lump-sum your fixed mortgage repayments instantly via their app without having to call a representative.

  • Best for Customer Service: Smaller customer-owned lenders like The Co-operative Bank regularly win Canstar awards for customer satisfaction and take a much more human, less bureaucratic approach to customer support.

  • Best for Major Strategy Adjustments: If you want to use advanced features like an Offset Account (using your daily savings balances to reduce your mortgage interest), ASB, BNZ, and Kiwibank have strong setups, whereas some smaller lenders have clunkier digital tools.

Is It Worth Moving Lenders?

It depends heavily on the financial "fishhooks" from when you bought last year. To determine if switching is profitable, you must run a quick cost-benefit analysis.

1. The Financial Incentives (The Upside)

  • New Cashback: Competing banks aggressively target salaried professionals with a 25% equity stake. You can realistically expect a cashback offer of 0.7% to 1.0% of your total loan balance just for switching. On a $600,000 mortgage, that is $4,200 to $6,000 in cash.

2. The Friction & Costs (The Downside)

  • Previous Cashback Clawbacks: If your current bank gave you a cashback incentive when you bought last year, you likely signed a 3-to-4-year clawback clause. If you switch now, you will have to pay a pro-rata portion of that original cash back to them.

  • Fixed-Rate Break Fees: If your mortgage is currently locked into a fixed term, your bank may charge an early repayment break fee to leave early.

  • Legal Costs: You will need a lawyer to handle the title discharge and register the mortgage with the new lender, costing roughly $1,200 to $1,500.

Your Next Step: Use a Free Mortgage Broker

Do not try to shop around the banks yourself—that will only result in more confusing, unhelpful conversations.

Engage an independent NZ Mortgage Broker (Adviser). Their services are completely free to you (they are compensated via a commission from the bank you choose).

A broker will act as your buffer:

  1. They will calculate your exact break fees and clawback costs with your current bank.

  2. They will approach competing banks to see who will give you the highest cashback and the most flexible loan structure.

  3. If you prefer not to move, a broker can often use a competing offer as leverage to force your current bank to drop their interest rates or improve their service.

To help map out if a switch makes sense for you, could you share:

  • Are your current loan terms fixed or floating , and when do they expire?

  • Did you receive a cashback incentive from your current bank when you purchased last year?

  • What specific answers or features (like offset accounts or changing payments) are you struggling to get clarity on?

Ask anything

Captured 11 October 2026