So, let’s focus on some of these features. Some lenders have launched virtual assistants to guide you round their websites, provide product information and answer questions. You might love or hate them – but it’s a different approach and if the information is useful, then this is an engaging way to receive it. Others encourage intermediaries to register for news and updates.

We all probably get way too much e-mail, and much of it can be irrelevant. But if you know about a new product or offer immediately, then this allows brokers to decide if it’s right for their customers there and then. You can participate in online surveys and find out about any training or perhaps focus groups – or just feedback your comments.

Broker-focused lenders know that web development is not about substituting technology for people. It’s there to enhance the service. So, some lenders now provide call back services – the broker e-mails the lender and says when they want to be contacted. You may be able to find out who your local business development manager is, for example, and make direct contact with someone in your area. Or get straight through to a specialist.

The ‘Frequently Asked Questions’ of some websites can be a frustrating experience. But, increasingly lenders are providing data in a simple format. Generally, many lenders’ websites now have a far ‘cleaner’ appearance, compared to, say, five years ago, but have loads more features. It’s frequently possible at a glance to see where you can download product brochures or where the online affordability calculator is.