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Hispanics’ Ready to Buy but Lending Experience Falls Short

Hispanic family outside home with sold signTD Bank has announced results of its inaugural Mortgage Service Index, a nationwide consumer survey that included questions addressing the Hispanic home buying experience, attitudes toward obtaining a mortgage and Hispanic home owner’s outlook on the housing market.

The Index found that Hispanic home buyers have had a less satisfying experience when buying their last home, yet are more likely to buy a home in the next year compared to the general population:

  • 43% had an “extremely” or “very stressful” experience when buying their last home
  • 23% said the mortgage process prevented them from closing on time.

The index also indicated that Hispanics have an optimistic outlook on home buying:

  • 32% are extremely or very likely to buy a home in the next year
  • 80% feel it is a good time to buy a new home.

Michael Copley, Executive Vice President, Retail Lending, TD Bank explains:

Overall, survey results indicate that Hispanics are eager to purchase a new home, but in order to reduce stress in the process and feel satisfied with the home buying experience, they will need resources that can provide increased communication and education throughout the process.”

The Mortgage Service Index also revealed that:

  • 54% of Hispanics found the process of getting approved for a mortgage to be “excellent” or “very good.”
  • 39% turn to bank/lender websites as a source of information.
  • 40% of Hispanics said it took three to seven days for preliminary approval followed by 21% who received approval in one to two days and 17% who received approval in two weeks.
  • 26% said the length of the mortgage process from application to approval took three to four weeks while 23% said it took one to two months.

Personal Mortgage Process Important

The in-person experience is very important to Hispanics too. Here is what the index revealed:

  • 70% said they applied for their mortgage in person.
  • 16 % have applied for their mortgage over the phone.
  • 14% of Hispanics applied for their mortgage online.

Bank/Lender Expectations Met, But Still Room for Improvement

In terms of the overall home buying process, the majority of Hispanics rated their lender as “excellent” or “very good” in the following aspects of interaction with their lender:

  • 60% Honesty and transparency
  • 56% Simplicity in obtaining a mortgage
  • 54% Helping them understand the entire mortgage process
  • 52% Explaining the mortgage and options available
  • 51% Providing easy to use online tools

The Mortgage Service Index also revealed several areas where improvements can be made to help increase Hispanic buyers’ overall satisfaction:

  • 57% of Hispanics found their lender accessible
  • 53% found them responsive
  • 53% of Hispanics believed their lender kept them informed throughout the process
  • 51% felt their lender had provided them with a greater sense of confidence
  • 62% of Hispanics expected the mortgage rate they received, said it was higher than expected.

The survey concluded:

“The TD Bank Mortgage Service Index demonstrates that Hispanic homebuyers expect their mortgage partner to be honest, accessible and straightforward throughout the home buying process.”


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