Smart Money People launches latest survey

Smart Money People has launched its latest Mortgage Lender Benchmark survey, with brokers across the UK now invited to share their views on lender service levels and technology.

The research aims to identify which lenders are providing the strongest service to brokers and customers, with the H2 2026 survey results due to be released in late November.

In H1 2026, the study found that overall satisfaction with mortgage lenders remained fairly stable, at 4.22 out of 5 – only 0.03 down on H2 2025.

Building societies scored highest in the Broker Experience Index, with a score of 73.6. The mainstream lender sector, which was top-rated in the H2 2025 report, came a close second at 70.8.

The overall Broker Experience Index – which combines multiple satisfaction and service metrics, such as speed, service, digital tools and support – showed only a marginal dip from H2 2025 at 70.2, compared to 71.0.

The latest edition involved feedback from 980 brokers at 510 firms, who gave their opinions on 126 lenders, representing 98.1% of UK gross mortgage lending.

Jake Sandford, head of data and analytics at Smart Money People, commented:

“This year has been a challenging one for the sector. Borrowers and brokers are being asked to make decisions in an unusually uncertain market while regulation is simultaneously trying to expand who can borrow and how advice is delivered.

“It will be interesting to see how this will be reflected in H2’s study and how lenders have responded to support brokers and their customers. In addition, from a technology perspective, it will be telling to see how the various types of broker technology have aided brokers during this period and whether AI forms a greater part of the technology solution.”

Brokers can have their say here. Any UK mortgage intermediary who completes the survey will receive a £10 Amazon voucher.