Remortgage leads convert at twice the rate when the first call happens within five minutes and the broker follows up at least five times over five days. The words you use matter less than the speed and persistence — but a clear script removes hesitation and makes the fast call easier to make. What follows is the sequence we recommend to brokers buying remortgage leads from us, based on what the highest-converting brokers on our platform actually do. Adapt the wording to your own voice; keep the structure.
Three principles before you pick up the phone
- Reference the reason they enquired. A remortgage lead includes the current lender and the deal-end date. Use both in the first sentence. It proves the call is expected and specific, not a cold call.
- Quantify inaction. The most persuasive number in a remortgage conversation is what the consumer will pay on their lender's standard variable rate if they do nothing. Have a rough figure ready before you dial.
- Book, do not advise. The goal of the first call is a 20-30 minute fact-find appointment, not a recommendation. Advising on the first call without the full picture lowers conversion and is poor practice.
The first call — opening script
Call within 15 minutes of receiving the lead during working hours. When they answer:
"Hi [first name], it's [your name] from [firm]. You've just asked for a call about your mortgage with [current lender] — I think your current deal ends in [month]. Is now a good moment for two minutes?"
If yes, go straight to the qualifying questions. If no:
"No problem. When's better — later today or tomorrow morning? I'll make sure I've looked at what [current lender] would offer you to stay, and what the rest of the market looks like, before we speak."
Lock a time. Do not say "I'll try again later".
Qualifying questions (in order)
- "Roughly how much is left on the mortgage, and what do you think the property's worth now?" — gives you loan-to-value.
- "What's the rate you're on at the moment?" — tells you the size of the payment change coming.
- "When does the current deal actually end — and have you had the letter from [lender] yet?" — confirms urgency and whether a retention offer is already on the table.
- "Are you looking to borrow any more at the same time, or just get the rate sorted?" — separates a straight switch from a capital-raise case.
- "Has anything changed since you took the mortgage out — job, income, anything on the credit side?" — decides whether a product transfer is likely to be the safer route.
Five questions, under three minutes. You now know whether this is a remortgage, a product transfer or a further advance — see remortgage vs product transfer for how to place each.
The SVR comparison — the line that wins the appointment
"Just so you've got a feel for the numbers: on about [balance], if the deal ends and nothing's done, [lender]'s variable rate would put you at roughly [SVR payment] a month. A competitive new fix would be nearer [new-fix payment]. So we're talking about [difference] a month — that's what we're trying to protect. The sensible next step is a proper 20-minute review where I can look at everything, including what [lender] will offer you to stay."
Keep the figures rough and say they are rough. The point is the gap, not the precision.
Booking the appointment
"I've got [day] at [time] or [day] at [time] — which suits? I'll send a calendar invite and a short list of what to have to hand: your latest mortgage statement, a payslip or your last tax return, and a rough idea of your monthly outgoings."
Send the invite while you are still on the phone. Appointment show rates drop sharply when the invite arrives later.
The 5-day follow-up sequence (if you don't get through)
| When | Action |
|---|---|
| 0-15 minutes | Call. No answer: leave voicemail, send SMS 1. |
| +2 hours | Second call, no voicemail. |
| Day 2, morning | Third call. No answer: send email 1. |
| Day 3, afternoon | Fourth call. No answer: send SMS 2. |
| Day 5 | Fifth call. No answer: send email 2 and move to a monthly nurture. |
Vary the time of day. A lead who did not answer at 10am may answer at 6pm. Across our platform, brokers who complete this sequence contact around 83% of remortgage leads; those who stop after two attempts contact closer to half.
SMS, voicemail and email templates
SMS 1 (immediately after the first missed call)
Hi [first name], [your name] from [firm] here — you asked for a call about your [lender] mortgage ending in [month]. Just tried you. I'll call again shortly, or reply with a good time. [Your name]
Voicemail (first missed call only)
"Hi [first name], it's [your name] from [firm]. You've requested a call about your mortgage with [lender] — I understand the deal ends in [month]. I'll try you again later today; if there's a better time just text me on this number. Speak soon."
Email 1 (day 2)
Subject: Your [lender] mortgage — deal ending [month]
Hi [first name],
Thanks for your enquiry. I've tried to call a couple of times — no problem if the timing hasn't worked.
Quick context: when a fixed rate ends and nothing is done, the mortgage usually moves to the lender's standard variable rate, which is often several percentage points higher. On a balance around [balance] that can mean a few hundred pounds a month more.
A 20-minute review is enough for me to compare what [lender] will offer you to stay against the rest of the market. You can book a slot here: [booking link] — or just reply with a time that suits.
[Your name]
[Firm, FCA details]
SMS 2 (day 3)
Hi [first name], last quick nudge from [your name] at [firm] — happy to do a 20-min review of your [lender] deal before it ends in [month]. Reply with a time or book here: [link]. If you've already sorted it, just let me know and I'll close the file.
Email 2 (day 5 — the close-out)
Subject: Shall I close your file?
Hi [first name],
I haven't managed to reach you, so I'll assume the timing isn't right and close this for now. If your [lender] deal is still ending in [month] and you'd like a second opinion before then, reply any time and I'll pick it straight back up.
[Your name]
The close-out email regularly gets replies that the previous four touches did not. Do not skip it.
Common objections and responses
"My lender's already sent me a new rate." "Great — that's useful. Most of the time a broker will look at that rate alongside the rest of the market; sometimes it's the best option and I'll tell you so. Sometimes it isn't. Either way you'll know in 20 minutes."
"I've still got months left." "That's the ideal time — most new rates can be secured up to six months ahead, so we can lock something in now and still switch if rates fall before the deal ends."
"I don't want to pay a fee." "Understood. Let me explain exactly what I charge and when, and what you get for it, and you can decide. There's no charge for the review itself."
"I'll just do it online." "You can, and for some people that's fine. The risk is you'll only see one lender's deals, and you won't know if your equity has moved you into a better rate band. The review is free — if the online deal is best I'll say so."
For the economics behind all this — why speed and attempts matter more than lead cost — see speed to lead and our 2026 benchmarks.