Question 1

What happens on a first call?

Accepted Answer

We chat for 15–20 minutes. You tell us where you're at — first home, refinance, investment — and we tell you what's possible. No forms to fill out yet, no commitment, no pressure. It's a conversation, not a sales call.

Question 2

How quickly do you reply?

Accepted Answer

Within one business day, usually faster. If you ring in the morning we're often back to you that afternoon. If we're both with clients, you'll get a callback time, not a queue.

Question 3

Do I need to come into your office?

Accepted Answer

No. Most clients prefer phone and email. Some prefer the kitchen table. A few want to come into 62 Wake Street. Whichever suits you — same outcome either way.

Question 4

How much deposit do I need?

Accepted Answer

20% is the comfortable number, but there are paths in with less — sometimes much less. KiwiSaver, parental help, and low-equity loans all stretch a smaller deposit. We'll tell you the actual minimum for your situation.

Question 5

Can I use my KiwiSaver?

Accepted Answer

Yes — most first home buyers do. If you've been contributing for at least three years, you can withdraw most of the balance as deposit. We start the application early so the money lands when you need it.

Question 6

Is refinancing actually worth it?

Accepted Answer

Sometimes. Depends on your loan size, remaining term, current rate, and what cashback's on offer. For loans above ~$300k with at least a year left, refinancing usually clears more than it costs. For smaller or shorter loans, refixing is often smarter. We tell you straight.

Question 7

What's the difference between refinancing and refixing?

Accepted Answer

Question 8

How long does refinancing take?

Accepted Answer

From first call to settlement is usually 4–6 weeks. Conditional approval inside a week if your docs are tidy. The legal handover at the end is the bit that takes the longest.

Question 9

What does it cost to use a broker?

Accepted Answer

For standard home loans — nothing to you. The lender pays us a commission when your loan settles. A small slice of clients have specialist situations where a fee makes sense; if so, we tell you upfront, in writing, before any work starts.

Question 10

Are you tied to a specific bank?

Accepted Answer

No. We work across all the major NZ banks plus a panel of non-bank lenders. The whole point is choice — we pick the lender most likely to say yes for your specific situation, not the one paying us most this month.

Question 11

Will I always deal with the same person?

Accepted Answer

Yes. Whoever takes your first call is who handles your file. Matt and Gareth back each other up if one of us is unavailable, and Hayley keeps applications moving — but you're not bouncing between people who don't know your story.

Question 12

How exactly do you get paid?

Accepted Answer

The bank pays us a commission when your loan settles, usually 0.5–0.85% of the loan amount, plus a small ongoing service fee while the loan is in place. None of this comes out of your pocket.

Question 13

Does the commission affect which bank you recommend?

Accepted Answer

It can't — we're held to a duty of care to recommend what's best for you. Commission across the major banks is broadly similar; we don't see a big swing one way or another. We'd rather recommend the right loan for you and earn the commission than chase a slightly better rate for ourselves and lose the relationship.

Question 14

What if a bank claws back commission later?

Accepted Answer

Banks claw back commission if a loan is paid off (or refinanced away) inside 2–3 years. That's our risk to manage, not yours. It doesn't change anything for you.

No jargon, just real answers.

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