The Intermediary – July 2026 - Flipbook - Page 8
MORE THAN
MONEY
IN AN INCREASINGLY COMPLEX MARKET,
FIRST-TIME BUYERS WANT MORE FROM BROKERS
Marvin Onumonu
For today's first-time buyers (FTBs), the
fragmented process. Harpal Singh, CEO at
journey to homeownership is more complex than
conveybuddy, says: "They are usually involved
ever. Securing a mortgage is just the beginning.
from the very beginning, understand the client's
What follows is a maze of processes involving
objectives better than anyone else and remain
solicitors, estate agents, surveyors and insurers –
engaged until completion. Brokers can be well-
not to mention weeks or months of uncertainty
placed to keep everyone focused and to help drive
and stress.
a purchase through.”
As a result, the role of the mortgage broker
is quietly evolving. Increasingly, brokers are
being asked to go far beyond their traditional
understand what happens next. Having one
role as advisers, acting as educators, counsellors,
trusted professional helping to coordinate the
negotiators and even project managers. But, is
process can make a significant difference to both
it fair to expect so much from one professional,
the customer experience and the likelihood of a
or is this simply the reality of the modern
successful completion.”
homebuying journey?
An expanding role
Project managers
As the broker's role continues to evolve, many are
The homebuying process has always been
finding themselves increasingly involved in parts
complex, but today's first-timers face a
of the homebuying journey that extend beyond
particularly daunting path. Government schemes
mere product and rate. Whether that amounts
have evolved, affordability assessments have
to acting as a pseudo 'project manager', however,
become more nuanced, and the wider mortgage
remains a matter of debate.
market is increasingly complex.
For first-time buyers, where that responsibility
As Matthew Cumber, managing director
begins and ends is often less important
at Countrywide Surveying Services, observes:
than having a trusted guide throughout
“Providing lenders with complete and accurate
information at the outset can support faster
decision-making and reduce unnecessary delays.
“One of the biggest causes of delay is when
the transaction.
Kris Day, senior BDM for Scotland at TAB,
notes: “Brokers often keep the transaction
moving by default. They can’t replace solicitors
issues only come to light after an offer has
or surveyors, but they’re usually the only
been accepted, resulting in additional enquiries,
professional with sight of the whole process. That
rework, or even aborted transactions.”
Against this fraught backdrop, the broker's
traditional role – finding the best rate and
guiding clients through the mortgage application
– has become only part of the value they provide.
For many first-time buyers, the broker is the
one consistent touchpoint in an otherwise
6
Singh adds: “Brokers can ensure
communication is flowing and help clients
The Intermediary | July 2026
puts them in the best position to spot delays
early and keep everyone accountable.”
John Phillips, CEO of Just Mortgages and
Spicerhaart, argues that although home buying
involves several different professionals, brokers
are arguably the most suitable to act as the main
custodian of the customer journey.
