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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

Which bank has the best mortgage customer service for first-home owners who bought with about a 25% deposit?

For a first-home owner in New Zealand who bought with a roughly 25% deposit, I'd put BNZ at the top of the shortlist for mortgage customer service, with SBS Bank worth comparing if you're especially interested in first-home-owner support and value.

The key distinction is that the bank with the best service for existing mortgage customers isn't necessarily the bank with the best first-home-buyer package. The latest independent awards help separate those two questions. Home Loans Star Ratings and Awards New ZealandFirst Home Buyers Award 2026

My top recommendations

1. BNZ

Best for mortgage service

BNZ won Canstar's 2026 Most Satisfied Customers – Home Loans award, based on feedback from 1,383 New Zealand mortgage holders. It also won Canstar's 2026 Bank of the Year – Home Loans award. Home Loans Star Ratings and Awards New ZealandBest home loans: Canstar's Home Loan Awards

  • Particularly strong evidence for customer service, communication and overall mortgage experience.
  • Offers a dedicated home-loan specialist for first-home buyers.
  • My pick if your priority is being well looked after throughout your mortgage.

Sources: Canstar's 2026 awards · BNZ first-home buyer support

2. SBS Bank

Best for first-home-buyer support and value

SBS Bank won Canstar's 2026 Bank of the Year – First Home Buyers award. Its FirstHome Combo combines a discounted fixed rate with cashback and other incentives. First Home Buyers Award 2026Home Loans Star Ratings and Awards New Zealand

  • Worth comparing if you want a lender with a strong focus on first-home buyers.
  • Its award recognises the overall combination of products, value and support, rather than proving it has the best mortgage customer service specifically.
  • My pick if you want to maximise the overall first-home package.

Source: SBS Bank first-home loans

3. Kiwibank

A worthwhile third option to compare with BNZ. Kiwibank ranked second among the five providers assessed in Canstar's 2026 home-loan customer-satisfaction research, behind BNZ. Home Loans Star Ratings and Awards New Zealand

  • Include it when comparing your current bank's service with another lender.
  • Ask how readily you'll be able to speak with a mortgage specialist after settlement, not just during the application.

Does your 25% deposit change the answer?

Not significantly when it comes to service, but it does put you in a useful lending position.

A 25% deposit means an initial loan-to-value ratio (LVR) of about 75%. That's below the usual 80% threshold associated with standard owner-occupied lending, although bank approval still depends on affordability and other lending criteria. Understanding different loan to value ratios

Because you've already bought your home, I'd focus on these three things:

  • Ongoing service: How easy is it to reach a real person when you need help?
  • Refixing and restructuring: Will the bank proactively discuss your options when your fixed term expires?
  • Flexibility: Can you make extra repayments, split your loan across fixed terms or use an offset facility if it suits your finances?

One important caveat: Consumer NZ's 2026 survey found that no bank qualified for its overall banking People's Choice Award. That's a reminder that a mortgage-satisfaction award doesn't guarantee every customer will have a great experience. Best and worst banks in NZ for 2026, ranked by customers

My verdict

I'd start with BNZ for mortgage customer service, then compare SBS Bank for its first-home-buyer offering. Your 25% deposit means you should compare the actual interest rate, cashback conditions and loan flexibility as well as the service reputation.

One question that would help me tailor the recommendation: Which bank is your mortgage with now? I can then help you judge whether it's worth staying, negotiating a better deal or considering a switch.

Ask anything

ChatGPT can make mistakes. Check important info.

Captured 11 October 2026

Gemini · National

Which bank has the best mortgage customer service for first-home owners who bought with about a 25% deposit?

When evaluating New Zealand banks for mortgage customer service specifically tailored to first-home buyers with a 25% deposit (meaning you sit comfortably above the standard 20% minimum equity threshold and have plenty of breathing room for LVR rules), independent consumer research highlights a few standout performers.

Independent consumer awards and market data identify the top choices for home loan customer service and support:

Top-Rated Lenders for First-Home Buyers

  • SBS Bank (Bank of the Year – First Home Buyers):
    • Why they stand out: SBS consistently wins consumer awards (such as Canstar’s First Home Buyer Bank of the Year) specifically for their comprehensive hand-holding, tailored service, and additional support structured for people stepping onto the property ladder for the first time.
    • Deposit fit: With a 25% deposit, you easily clear their equity requirements, meaning you can fully leverage their dedicated mobile mortgage managers and localized mutual-bank service style.
  • Bank of New Zealand (BNZ) (Most Satisfied Customers – Home Loans):
    • Why they stand out: BNZ frequently takes top honors for overall customer satisfaction among existing home loan holders. Borrowers frequently praise their digital tools (such as their market-leading mobile banking app), transparent processes, and the responsiveness of their mobile mortgage managers.
    • Deposit fit: Major banks like BNZ often compete aggressively for 20% to 25%+ deposit borrowers by offering competitive cash contributions and flexible structure options (like offset accounts).

What a 25% Deposit Means for Your Options

Having a 25% deposit places you in a very strong position with any New Zealand lender:

  1. No Low Equity Margins (LEM): You avoid the extra interest rate penalties or capitalized fees that buyers with less than a 20% deposit face.
  2. Cash Contributions & Negotiation Power: Because you represent a lower-risk borrower profile, banks are often more inclined to offer competitive cash-back contributions (to help cover legal or moving costs) or sharper special interest rates.
  3. Broker Flexibility: If you aren't sure which bank's corporate culture or customer service style suits you best, utilizing a free independent mortgage broker can help you pitch your 25% deposit across ANZ, ASB, Westpac, Kiwibank, and smaller lenders simultaneously to see who offers the best combination of service and financial incentives.

Are you leaning towards managing your mortgage directly through a mobile manager at a major bank, or would you prefer exploring options through an independent adviser?

Ask Gemini

Gemini is AI and can make mistakes.

Captured 11 October 2026

Google AI Mode · National

Which bank has the best mortgage customer service for first-home owners who bought with about a 25% deposit?

When you have a 25% deposit , you are in a strong position as a first-home buyer. Lenders view a 25% equity stake as low risk, meaning you avoid LVR (Loan-to-Value Ratio) restrictions, bypass expensive Low Equity Margins (LEMs) or Lenders Mortgage Insurance (LMI), and unlock competitive standard or special interest rates across almost any bank in New Zealand.

Because your risk profile is low, the choice often comes down to customer service, app usability, mobile banking experience, and cash contributions (cashback) rather than strict lending policy exceptions. Industry data and consumer satisfaction tracking highlight two standout performers for customer service and first-home buyer support:

1. The Co-operative Bank (Best for Overall Service & Customer Satisfaction)

  • The Reputation: The Co-operative Bank consistently places at the top of customer satisfaction metrics in New Zealand. It frequently outperforms major mainstream banks in the annual Consumer NZ Banking Survey for handling customer service, fairness, and communication.

  • First-Home Focus: They have been recognized by independent research panels like Canstar (winning awards specifically tailored to Canstar's First Home Buyer Awards) for their tailored support, guidance, and community-centric lending approach.

  • The Vibe: As a customer-owned co-operative, their frontline and mobile mortgage manager service tends to feel less corporate and more personalized than the big four Australian-owned banks.

2. BNZ (Best for Digital Integration & Smooth Application Process)

  • The Reputation: BNZ has performed strongly in independent reviews, taking top honors in Canstar's Bank of the Year Home Loans Awards. Best home loans: Canstar's Home Loan Awards

  • The Experience: Their evaluation metrics highlight a streamlined, highly efficient mortgage application process—crucial when you want fast approval to act on a conditional or unconditional property offer. [Canstar NZ]

  • The Tech: BNZ also scores very high marks for the functionality and user-friendliness of its mobile banking app, which makes managing a split mortgage, setting up offset accounts (like their TotalMoney structure), or monitoring repayments seamless after settlement.

How the Big Four Stack Up Generally

If you look at the major lenders (ANZ, ASB, BNZ, Westpac) alongside Kiwibank:

  • With a 25% deposit , the big four will largely match or aggressively compete on interest rates and cash contributions (cashback) if you ask them to.

  • Service at the major banks often depends heavily on the individual Mobile Mortgage Manager (MMM) assigned to you rather than the bank as a whole. A responsive, communicative local mortgage manager at ASB or ANZ can provide just as good an experience as a boutique provider, whereas a sluggish manager can make the process stressful.

Would you like to compare current cashback offers or look at whether a split-rate vs. fixed-rate structure makes more sense for your 25% equity position?

Ask anything

Captured 11 October 2026