“The ‘live chat’ messaging made it possible to exchange all necessary details at our convenience”

Andrew Niklaus, who has been deaf since birth, used UNO’s online chat function to find his ideal home loan. This is his story.

Andrew Niklaus, who has been deaf since birth, used UNO’s online chat function to find his ideal home loan. This is his story.

Working in the disabilities support and childcare industries, my wife Sandra and I could only dream of owning a family house. I work infrequent casual hours, she holds a part-time job and the strong housing market has meant rapidly rising prices. Eighteen years ago, I had a chance encounter with Sandra at one of many summer festivals I attended while working in Europe. After 10 years in Switzerland and the United Kingdom, we moved to Australia in 2009 with our three Swiss Aussie children so they could be educated locally. In 2012, we relocated to the Lower Blue Mountains, west of Sydney. Sandra works at a childcare centre as a cook, while I do various jobs as a community support worker (in disabilities support) for The Deaf Society in Parramatta. Both of us do occasional support and deaf relay interpreting jobs for deafblind customers, and I volunteer as a deaf liaison officer for community emergency preparedness. I work with the NSW State Emergency Service, Rural Fire Service, Fire and Rescue NSW, Red Cross and the deaf, deafblind and hard of hearing communities on behalf of The Deaf Society.

Getting a loan

With an unannounced inheritance arriving just before Christmas 2016, our goal of a family home suddenly became a real possibility. We wanted to stay in the Blue Mountains so our kids could remain in touch with their friends but we needed a mortgage, and a process that didn’t require voice calls. We sent emails to two local brokers and contacted UNO Home Loans. Tim Bowcock, who is UNO’s head of mortgage services, gave us friendly and prompt responses via the online “live chat” messaging service. For me, going with UNO was a no-brainer – it was the best fit for us. Given my casual job history and other financial restrictions, several mortgage providers and banks could only offer us limited home-loan options. But UNO mortgage coach Phillip Jiang told us not to worry, and that a good deal was possible. Regardless of the time of day or evening, the “live chat” messaging made it possible to exchange all necessary details at our convenience. It didn’t matter if I was on a train, away at a workshop or cafe, or at home. The uno website made it easy for us to upload multiple documents – IDs, payslips, statements and legal documents – for mortgage providers to view. When dealing with businesses and organisations, I often use the National Relay Service (NRS) to make outgoing relayed phone calls. But this was simply not needed with UNO, and it proved to be a massive time saver. UNO Home Loans says it’s more than willing to accept new customers from the deaf, deafblind and hard of hearing communities via online services (NRS, live chat or emails).

Property success

Sandra and I are two of 30,000 Auslan users across Australia. A higher percentage of deaf people have lower literacy levels than the general population – a result of schooling systems and a world that focuses on spoken and written words, sidelining national sign languages, though this has changed for the better in some countries. (The NRS provides video relay calls for those who prefer Auslan over English but only during business hours.) Communicating with vendors isn’t easy when you’re deaf. I was able to use NDIS funds to book Auslan interpreters for face-to-face meetings, and this was helpful at one house inspection when the other party didn’t have sufficient time to write detailed notes. After three months of house hunting, we bought a nice family home with native plants and trees in the backyard. My family would have preferred that my departed mother could have been part of this journey but that wasn’t possible. She loved native gardens. Phillip Jiang says he felt fortunate to be in a position to be able to assist, thanks to UNO’s technology. “I truly enjoyed being part of that unique experience,” he says. I was also pleased by the flexibility shown by UNO Home Loans. By 2050, one in every 4 Australians will have some degree of hearing loss. Features such as UNO’s “live chat” service are great for those who prefer online communications, not phone calls. Book in a quick call with our customer care teamThis information in this article is general only and does not take into account your individual circumstances. It should not be relied upon to make any financial decisions. UNO can’t make a recommendation until we complete an assessment of your requirements and objectives and your financial position. Interest rates, and other product information included in this article, are subject to change at any time at the complete discretion of each lender. Book a call in with UNO

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Kathryn Cretney
November 14, 2024
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Paul helped us from day one before we even arrived in Australia so we knew exactly what we needed to prepare. He’s got a tonne of knowledge and was really lovely and supportive to deal with. Helpful and easy going. Would highly recommend - now in our first Aussie home and Paul made the process all very easy!
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Sean O'Neill
November 14, 2024
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We received excellent service and a tailored solution to our home loan requirements from Uno. Paul kept us informed at all milestone stages and throughout the process he demonstrated a ‘can do’ attitude that ultimately allowed us to get over the line and meet our deadline. We’re most grateful and very impressed. Highly recommend
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November 8, 2024
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Paul is an amazing broker. Communicative, responsive and knows his stuff! Highly recommend
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November 7, 2024
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After just four months in Australia, our New Zealand home sold, prompting us to stop renting and invest locally. We found Paul through a Kiwi Facebook group, and his exceptional service exceeded our expectations. From initial contact, Paul provided clear explanations, friendly communication, and prompt responses to our queries, making our mortgage process remarkably smooth. We highly recommend him.
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Dom Saric
November 3, 2024
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Mike Parsons went above and beyond to ensure that our refinancing journey was painless and successful. He was communicative, accessible (even working while on holidays!), and his knowledge of the systems at play meant that he picked up on things that other brokers missed. Would 100% recommend Mike, and will definitely be back next time we need a broker.
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Ashleigh Breaden
October 31, 2024
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Mike Parsons handled our refinance of our home loan with ease and a depth of knowledge that ensured we got the best deal possible for our situation. We didn't have an easy one to solve for with my husband being self employed and we were consolidating finances as well for a car loan. But Mike handled it all for us and once we had provided him with all the documents we literally didn't have to do a thing after that, it was so easy and so quick we are super happy with the experience! Top notch! Highly recommend!!
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Kyle Richards
October 10, 2024
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Absolute legend, helped me through the first home buyers scheme, explained everything in a way that made sense, was very knowledgeable and a joy to work with.
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Chloe S
October 8, 2024
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Mike Parsons made it possible for us and the in laws to get 2 pretty complicated home loans. He helped us through everything and we'd be happy to use Mike and the team again for anything we needed. Thanks again!
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Sam Rezai
October 2, 2024
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I have gone through 6 different mortgage brokers prior to meeting Andrew Wyers. He is the most patient mortgage broker I’ve encountered and also the most knowledgable about the bank’s lending process and products available. It took me 1 year to find a house I was happy with and Andrew was always there to assist with any issues or questions I had; he always return my phone call, even on the weekends or when his away on holidays. The loan process was smooth and I had no complications. The process with Andrew was again nice and easy, he took the time to find and put together the right package that was suited to my situation. I have recommended Andrew to my family & friends and everyone have been grateful and completely satisfied with his service.
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S Wilko
September 23, 2024
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I had not dealt with Scott or UNO before finding them on the internet. Even as an Australian citizen living and working overseas, I knew obtaining a loan would be difficult. However, Scott went above and beyond what I expected from a mortgage broker. I genuinely don’t think you could find another company that works as hard as they did to get my home loan approved. I cannot recommend them highly enough. Everyone I dealt with at UNO were extremely professional and helpful. If you are looking for a broker, you would be mad not to give them a go. Thanks to Scott Wilkinson, Dalby Bajwa, Jena Lasquite and Andrew Pacini. Shaun.
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September 3, 2024
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I had an outstanding experience with Tian Liu. He was incredibly professional and attentive, going above and beyond to meet my needs. His expertise and dedication made the entire process smooth and stress-free. Tian's deep knowledge of the market and commitment to finding the best solutions for his clients truly sets him apart. He was always available to answer my questions and provided invaluable guidance throughout. I highly recommend Tian Liu to anyone in need of a reliable and skilled broker!"
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Nathanael Chin
September 3, 2024
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Tian Liu provided exceptional service throughout the entire process. His professionalism and keen attention to detail were evident from the start. Tian consistently kept us informed and offered insightful advice that made us feel confident in our decisions. He truly cares about his clients and works tirelessly to ensure the best possible outcome. We couldn't be happier with his assistance and highly recommend Tian to anyone looking for a trustworthy and knowledgeable broker.
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