Homebuyers reveal the key breakdowns between lenders and consumers during a home purchase – and what loan officers can do to deliver a better borrower experience.

By: Susan Falsetti, Managing Director, Origination Title & Close

Let’s face it — buying a home can be an inherently stressful experience for many borrowers. Beyond the reality that it is often one of the largest financial commitments an individual will make, the process is also filled with uncertainty. Buyers often find themselves questioning whether their offer will be accepted, if their financing will be approved and whether the property they’re buying is actually a sound investment. With so many variables in play — and so much at stake — it is no surprise that frustration and anxiety can persist throughout the journey.

This sentiment was clearly reflected in the 2026 ServiceLink State of Homebuying Report. In a survey of more than 1,500 recent homebuyers, respondents were asked what could be done to improve the loan origination process. The feedback was both clear and consistent: borrowers want more frequent, transparent and effective communication from their lenders. At its core, communication is the exchange of information between parties with the goal of establishing a shared understanding. Its success depends not just on delivering information, but on ensuring that the message is clearly conveyed and accurately interpreted.

However, borrowers indicate that this is precisely where some lenders are missing the mark. As one Gen X respondent noted, “The core problem is complexity and lack of clear communication.” Another echoed this concern, stating that lenders could improve the experience by “offering clearer instructions and better communication throughout the process.”

After personally working with lenders of all sizes, it’s clear that loan officers (LOs) view communication as a critical opportunity for improvement, too — a perspective also shared by some of the 500+ LOs we also surveyed in the report. “The most common complaints from borrowers throughout the homebuying process stem primarily from poor communication, unexpected costs and fees, the burden of documentation and processing delays and a general lack of transparency,” said a female loan officer from California.

Here’s the good news: improving communication doesn’t require a complete overhaul of the lending process. In many cases, it comes down to adopting a more structured approach to communication – with a keen focus on the borrowers’ needs and areas of uncertainty. Some examples of communication enhancements lenders can adopt, based on State of Homebuying Report findings, include:

Establish communication expectations upfront

Set the tone early by outlining how and when borrowers will receive updates. This includes defining their preferred channels of communication (email, phone, text) and expected response times. Establishing internal service-level agreements (SLAs) for response times ensures borrowers are not left waiting for answers during critical decision points.  Proactively setting these expectations reduces uncertainty and prevents frustration.

Assign a dedicated point of contact

Provide borrowers with a single, consistent contact person. When borrowers know exactly who to reach out to, communication becomes more streamlined and accountability improves.

Simplify messaging

Replace jargon-heavy language with clear, concise explanations, especially when it comes to paperwork and legal documents.

Provide proactive milestone-based updates

Communicate at every major stage of the loan lifecycle. Even when there is no change, a brief status update reassures borrowers that their loan is progressing and has not stalled.

Leverage consumer-facing digital mortgage tools

Secure digital platforms allow borrowers to track their loan status in real time, upload documents and receive notifications. These tools create transparency, reduce the need for back-and-forth inquiries and can even reduce the overall cycle time. Prioritizing enhancements to the appraisal and closing aspects – two of the only face-to-face touchpoints during the origination process – can be a difference-maker in boosting borrower satisfaction. ServiceLink has supported lenders with digitizing these key milestones with our proprietary digital scheduling technology, empowering borrowers (and other stakeholders in the process) to digitally schedule their appraisal or closing appointment for their preferred date and time from their phone or tablet. Borrowers are interested in this tech, too; 87% of State of Homebuying Report respondents said the ability to digitally schedule appraisal and closing appointments would influence their decision to work with a specific lender.  

Offer clear next steps

Every communication should clearly outline what happens next, what actions are needed and any associated timelines.

While many of these approaches to borrower communication are not new, they underscore the importance of regularly evaluating and refining internal processes. In many cases, improvement comes down to being more proactive, transparent and borrower-centric. Today’s borrowers are clear in their expectations — they want fewer surprises and timelier updates. By implementing these strategies, lenders can meaningfully reduce frustration, build trust and deliver a more positive homebuying experience.

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