Smart Money People’s latest Mortgage Lender Benchmark survey has opened with brokers responding in their hundreds to report on lender service levels, plus the technology they use.
The independent research study is aimed at highlighting which lenders are currently providing the best service levels to mortgage brokers and their customers. The results of the H2 survey are planned for release in early December 2025.
This marks the fifteenth edition of the Mortgage Lender Benchmark which also focuses on helping lenders understand what brokers really think about them and how they compare with other lenders.
Within the study, brokers are asked about lenders’ criteria, speed, eligibility, communication and relationship managers. They are also asked to share what they like about each lender and what they could do better.
From now, mortgage brokers can share their feedback about the last five lenders they’ve done business with, be it banks, building societies, specialist or lifetime lenders. This research will also ask brokers to rate the technology they use, including criteria and sourcing systems.
The Mortgage Lender Benchmark analyses the state of the mortgage industry according to brokers’ views. As the industry’s largest broker feedback survey, it enables lenders to form valuable insights to help understand the market. The previous edition comprised of feedback from 1,111 brokers at 600 firms, who gave their opinions on 134 lenders, representing 98% of UK gross mortgage lending.
The June 2025 Benchmark found overall satisfaction with lenders was up by 0.05% on the H2 2024 report, to 4.22 out of 5, the highest level since 2020. The average Net Promoter Score (NPS) for all lenders rose to +40.9, up 5.0 points from H2 2024.
Jacqueline Dewey, CEO at Smart Money People, commented:
“The regulator’s drive to promote technological development within the industry has led to fears that execution-only sales is to overtake advice. In our view, the value of advice has never been clearer and with a huge choice of lenders and products, service remains an important consideration when choosing a lender.
“I look forward to seeing if brokers’ satisfaction with lenders remains at the high levels recorded in H1 2025 and seeing how lenders continue to adapt to broker and customer demands.”
