The Intermediary – July 2026 - Flipbook - Page 9
He adds: “The best brokers will be in regular
a significant part of a broker’s workload. Not
contact with their clients throughout the process,
only is buying a home the biggest financial
coordinating with the likes of lenders, solicitors
commitment you’ll make, but it is also at a
and estate agents and providing reassurance.”
However, while some argue that brokers, are
uniquely positioned to see the full picture,
others warn that asking brokers to do too much,
time of real volatility in the wider market
and economy.
“Just look at the headwinds that mortgage
customers have needed to navigate in just the last
especially without remuneration, risks burnout
four years or so – whether it’s the mini-Budget,
and undermines professional boundaries.
the cost-of-living crisis, challenges in the labour
Saddat Abid, CEO of Property Saviour, warns:
“A broker's job ends when the mortgage offer
lands, and the hard part starts after that.
“Searches, enquiries, chain management,
market – the list goes on.”
He observes that first-time clients frequently
feel overwhelmed, and they depend on the
adviser’s expertise to clarify both the mortgage
renegotiating when the survey throws up damp
process and the broader buying experience,
or a dodgy roof. Brokers aren't paid for any of it,
especially during times of political and
and unpaid project managers do a poor job. If we
economic instability.
want someone driving the transaction, pay them
to drive it.”
James O'Reilly, head of intermediary
partnerships at Leeds Building Society, agrees
As a result, that emotional dimension is no
longer simply a by-product of good advice.
Brokers who take time to listen, explain, and
reassure are not only helping their first-time
that brokers are always on the buyer’s side, using
buyer clients, but strengthening relationships
their experience to support clients and often
and building trust for future referrals.
going above and beyond to deliver best service.
However, he says: “I don't think brokers should
O'Reilly notes: “That human element of advice
has always been important, but it's become even
be expected to act as the sole project manager
more valuable as transactions have become more
for a house purchase. There are multiple parties
complex and customers face wider affordability
involved in the process, from lenders to solicitors,
pressures. A good broker is compassionate and
valuers to estate agents, and all parties have their
has the emotional intelligence to support buyers
own responsibilities.
through this rite of passage. During my time in
“Brokers are often the one constant point
the industry, I have seen brokers with varying
of contact for customers, so it's natural that
levels of engagement but generally this is a
many borrowers look to them for guidance and
market motivated by delivering value and benefit
reassurance throughout the journey. This service
to customers.”
p
is particularly important for first-time buyers.”
Emotional support
For many, buying a home is one of life’s most
stressful and mentally taxing financial decisions.
Darren Deacon, head of intermediary sales at
Family Building Society, says: “Buying a home is
stressful and emotionally draining. Reassurance
and confidence-building are now a big part of
the [broker's] job. Brokers are the ‘face’ of the
transaction as far as the customer is concerned.”
Ollie Reynolds, senior BDM for the Home
Counties at TAB, agrees, adding that “clients
often need reassurance that this is the right
thing to do.”
He says: “That varies with the individual, but
the broker’s key role is finding solutions. This is
where they really add value.”
Indeed, for many first-time buyers, technical
expertise alone is no longer enough. Many
are navigating the process without previous
experience, making reassurance just as valuable
as product knowledge.
As Phillips says: “Now more than ever,
education and emotional support has become
"I'm delighted you want to start marriage
counselling, but I am just your mortgage broker"
July 2026 | The Intermediary
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