The Intermediary – July 2026 - Flipbook - Page 14
"Nobody mentioned this during my CeMAP"
clients are willing to pay for expertise when they
who often require more hand-holding than the
understand the difference it makes."
average home mover.
Deacon agrees: "Customers need to understand
notes: “I’d say technology is an enabler rather
sourcing a mortgage.
than a replacement for human input. Better case
“It’s about finding the most suitable solution,
tracking, document sharing and communication
avoiding expensive mistakes and having an
tools can reduce administration and improve
expert alongside them through one of life's
visibility. That gives brokers more time to
biggest financial decisions.”
Phillips believes that the emphasis should be
on outcomes. Whether that means securing the
focus on advising clients rather than chasing
paperwork.”
Deacon agrees, noting: “Technology can
most competitive rate, helping a client access a
streamline processes, improve communication
mortgage or navigating a particularly complex
and reduce administrative burdens.”
case, he argues brokers deserve recognition for
the breadth of support they provide.
He says: “Whether there’s a fee or it’s fee-free,
no one is going to engage if it isn’t clear how they
will benefit. We have to be proactive, visible and
demonstrate the value we offer.”
O'Reilly adds: “The key is helping customers
However, he states that it works best when
it enhances rather than replaces the personal
relationships and expertise that customers
value most.
O'Reilly echoes this statement, noting that
“technology is certainly part of the solution.”
He continues: “Digital tools can improve
understand the outcomes advice can deliver.
efficiency, provide better visibility of progress,
"That might be finding the most suitable
and reduce administrative burdens. The most
mortgage, navigating complex lending criteria,
effective approach combines technology with the
avoiding costly mistakes, or simply reducing
human expertise and empathy that customers
stress during what can be a challenging process.
continue to value.”
“Good advice isn't just about securing a
mortgage product. It's about helping customers
Knowing the boundaries
make informed decisions and helping them to
As transactions become increasingly
achieve their goals.”
interconnected, brokers are finding themselves
working more closely with conveyancers than
Technological support
ever before. While a broader understanding of
Delivering that level of support would be
the legal process can help brokers prepare first-
increasingly difficult without the right
time buyer clients and keep transactions moving,
technology.
experts agree they should complement legal
From artificial intelligence (AI)-powered case
tracking to document sharing, new tools promise
to streamline broker processes, reduce friction,
expertise rather than replace it.
Tunnicliffe notes: “Brokers do not need to
take on the role of a conveyancer, but having a
and free up time to focus on advising those who
broader understanding of the legal process can
need support.
add real value.
That additional time can be particularly
valuable when supporting first-time buyers,
12
As Karen Rodrigues, sales director of TAB,
that professional advice isn't simply about
The Intermediary | July 2026
"Awareness of common bottlenecks, the
information solicitors require and key
