The Intermediary –- June 2026 - Flipbook - Page 17
I N P RO F I L E
broker relationships, not replace them,” Edwards
says. “Brokers still value access to people,
judgement and support. But they also expect
that support to be available in a way that fits
around them.”
NatWest has broadened its engagement
strategy in response. One of the more tangible
developments, for example, is the introduction
of WhatsApp for intermediary communication,
covering pre-application queries, post-application
updates and day-to-day admin questions.
“That channel is there for all points of the
application process with us,” Edwards explains.
“It’s fast, it’s practical, and it reflects how people
actually communicate now.”
Alongside this, the bank has been making more
active use of its LinkedIn intermediary page to
share updates, guidance and insights. Its websites
and intermediary hubs are increasingly positioned
as live knowledge resources rather than static
information repositories.
She says: “These channels all do slightly
different jobs, but together they make it easier for
brokers to get what they need, when they need it.”
Edwards believes advisers’ enthusiasm for
innovation is grounded firmly in real-world
practicality.
She notes: “Advisers tend to respond positively
to innovation in the abstract but the real test is
always: does this channel save me time? Does it
reduce chasing? Does it improve visibility or give
me a quicker route to an answer for my customer?
If it does, that’s a win for everyone.
“The test for any new channel is simple: does it
make life easier for brokers and, ultimately, does it
help them support their customers?”
starting point than they might have done a few
years ago. That can be very positive, because it lets
brokers focus more on guidance, validation and
helping people make confident decisions.”
Alongside affordability challenges, refinancing
and product transfer activity remain major
features of the market.
For many existing borrowers, the priority is
payment management and certainty as they roll
off fixed rates or reassess their options at key
points in the mortgage lifecycle.
“Remortgages and product transfers remain
very significant,” Edwards says. “Customers
are very focused on reviewing their options
carefully at those touchpoints, but what
that looks like can vary widely depending on
individual circumstances.”
Taken together, these dynamics are
reshaping the advice landscape.
Edwards notes: “Overall, I’d say
the market is more research-led than
it has ever been, more affordability →
Affordability, complexity,
information
If technology is transforming how brokers and
lenders interact, affordability is shaping what
those conversations look like.
Edwards says: “Affordability is the clearest trend
we’re seeing. It’s shaping behaviour very heavily.
Brokers are having to work harder to structure
cases and look at a broader range of routes into
home ownership, and borrowers are thinking more
carefully about what’s realistic – but also what’s
sustainable for them.”
At the same time, customers are arriving
at broker meetings better informed than in
previous cycles. Online calculators, budgeting
tools and comparison sites mean many have
already sense checked possible borrowing or
deposit scenarios before they even speak to
an adviser.
Edwards says: “They often come into
broker conversations with a clearer
NADINE
EDWARDS
