The Intermediary – July 2026 - Flipbook - Page 10
Delays and fall-throughs are the bane of the
depend on clear communication, shared
who often have little experience of the process,
responsibility and effective collaboration.
unexpected delays and periods of silence can
quickly undermine confidence.
While much is outside the broker’s control,
proactive involvement can help prevent
avoidable issues.
Singh says: “Many delays are not caused by
Kevin Tunnicliffe, CEO of Sort Group, says: “A
purchase requires good collaboration between
brokers, conveyancers, estate agents, lenders, and
surveyors, each with a clearly defined role.
“Rather than acting as the sole project manager,
brokers can provide valuable oversight by guiding
a single issue but by a lack of communication,
clients through each stage, managing their
missed expectations or unnecessary periods
expectations and providing valuable education.”
of inactivity. Brokers who remain engaged
throughout can often spot problems early,
Sophie Meller, senior BDM for London at
TAB, agrees: “No single party controls the entire
prompt action where required and keep
process, but brokers are often best placed to
buyers informed.
coordinate it.
"That level of involvement helps maintain
momentum and gives clients greater confidence.”
Ben Humphreys, BDM for the north of
England at TAB, echoes this: “Deals are often
saved when a broker or their paraplanner is really
"They sit at the nexus of the transaction and
communicate with all the stakeholders. That
makes them the natural point of contact for
the client.”
O'Reilly believes this only works when every
involved and showcases their expertise – they
party understands its responsibilities and works
negotiate where needed and reduce fall-throughs.
towards the same outcome.
A proactive broker can help keep momentum,
He says: “The reality is that no single party can
identify bottlenecks and ensure decisions are
own the entire journey because each organisation
made promptly.”
only controls a specific part of the process. What
While brokers provide invaluable support,
they cannot resolve the underlying structural
challenges that persist in the homebuying and
selling process. Phillips stresses that brokers
matters is that all parties take ownership of their
role and work together effectively.
“Brokers are often best placed to help
customers navigate what can be a complex
must do what they can as the market waits for
process, but lenders, conveyancers and agents
meaningful reform to address these issues.
all have a responsibility to deliver a smooth and
He says: “Where they do help is in their
proactive communication and their ability to
transparent experience.
“There is a need for more education for buyers,
identify potential issues early. Getting that
and that is something that the industry must
mortgage conversation right by ensuring
work together on.”
the client is able to proceed and has a clear
While brokers may be the most consistent
understanding of their budget and affordability
point of contact for buyers, successful outcomes
gives transactions the absolute best chance
depend on each professional understanding their
of completing.”
remit, sharing information early, and working
Abid takes a similar view, arguing there are
clear limits to what brokers can influence.
He adds: “Fall-throughs come from downvaluations, survey shocks and chain breaks. A
together to keep the transaction moving.
Undervalued expertise
As brokers continue to take on wider
broker can't fix a chain of five households where
responsibilities, questions are growing over
one seller hasn't found a place to move to.
whether their expertise is being properly
"What they can do is stop delays at their own
end by chasing the lender and getting documents
right the first time.”
Ultimately, keeping a transaction on
track is rarely the responsibility of one
valued. While many advisers still rely solely on
procuration fees from lenders, the scope of
the role has expanded well beyond arranging
a mortgage.
Deacon believes: “High-quality mortgage
individual. For first-time buyers, who are often
advice has significant value, particularly in
navigating the process for the first time, the
an increasingly complex market. Whether a
homebuying journey can feel like a maze of
broker charges a fee or not, customers should
different professionals, each with their own
recognise the expertise, knowledge and support
responsibilities. While brokers are frequently the
being provided.”
most consistent point of contact, conveyancers,
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As a result, successful transactions increasingly
homebuying journey. For first-time buyers,
Calum Knight, BDM for southeast England at
estate agents, surveyors and lenders all play an
TAB, adds: “Consumers should understand the
equally important role.
value they receive, whether the broker charges
The Intermediary | July 2026
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