Streamlining the mortgage application process is a key priority for brokers
Nearly nine in ten (89%) mortgage brokers want technology to play a bigger role in streamlining the mortgage application process, up from 74% six months ago, but opinion on the use of AI is mixed, according to new research from Nottingham Building Society.
Brokers seek systems that reduce friction, improve visibility and help lenders assess cases that do not fit standard affordability models, with a third of brokers (33%) saying that technology improvements would be most helpful in the handling of complex or non-standard cases. Meanwhile, a third want clearer tracking of case progress (33%), better integration between broker systems and lenders (32%), and faster decision-in-principle outcomes (32%).
A similar number (32%), say that reducing manual document submission would improve their ability to place cases, while 31% want more consistent underwriting decisions.
Hesitancy over AI
One in three say they would be comfortable seeing greater use of AI or automation in document verification and administration (33%), initial affordability assessments (33%), broker-lender communications (33%), case prioritisation and triage (32%), customer journey updates and tracking (31%), and income and expenditure analysis (31%).
More than a fifth (22%) say AI could have its biggest positive impact in supporting regulatory and compliance checks, while a similar amount point to supporting borrowers with multiple income streams (21%) and better interpretation of income and expenditure (20%).
Last year, 28% of brokers fully supported AI playing a key role in the mortgage application process, and 30% said AI should have a role but be properly regulated. By 2026, 33% now say they are comfortable with greater use of AI or automation in parts of the mortgage journey.
However, 20% of brokers say AI will not have a meaningful positive impact on the mortgage process, compared to 2025, when 18% had concerns about the use of AI in the mortgage process but were open to exploring it, 12% said they wanted to see AI used only once they were sure it was safe and properly regulated, and 8% said they did not believe AI should be involved in the mortgage process at all.
The research also found that a third of brokers (33%) believe clearer rules on the use of AI in the mortgage application process would be among the government or regulatory changes most likely to support the UK mortgage market.
Aaron Shinwell, chief lending officer at Nottingham Building Society, said: “Technology is already making parts of the mortgage process work better, but brokers are telling us very clearly where the next wave of improvement needs to land.
“It has to help with the real pinch points – borrowers with complex incomes, case visibility, reducing time-intensive administrative tasks and the moments where a good case can stall because the system isn’t capable of reading the full picture.”
“AI may have a role to play, but confidence will depend on how it is used. Brokers want tools that make the process clearer and fairer, with transparency and oversight.”
