Christine Newell on balancing efficiency, compliance and client care in a changing mortgage market
Christine Newell has spent 35 years in the mortgage industry – long enough to see regulation introduced, technology accelerate, and client expectations rise. From her start at Halifax Building Society in 1990, through roles in banking and the intermediary sector, she’s observed a consistent challenge: how to adapt to change without losing the personal side of advice.
“I’ve seen it come from virtually no regulation all the way through,” she says. “And it’s forever changing. The government drives that but so do rising consumer expectations.”
For Newell, one thing remains constant – the broker’s human judgement. “I don’t think we can replace humans in the advice process, nor would I want to. We all love that interaction. That’s what makes us human.”
In her current role as mortgage technical director, Newell supports firms on regulatory and technical matters, helping them spot risks and strengthen processes. She believes regulation is too often seen as a burden rather than an opportunity.
“If you get regulation right, it can give you a real strategic advantage,” she says. “A lot of people think of it as tick-box stuff, but it can position you ahead in the market.”
That means combining compliance with operational agility and using data effectively to improve client servicing. “Digital capability, regulatory depth and the ability to lead with data – those are the areas where brokers are most at risk of falling behind,” she warns.
Keep the tech – but keep the thinking
Digital platforms, sourcing systems and AI tools can save brokers hours, but Newell stresses they should support, not replace, professional judgement.
“Treat sourcing as a starting point, not a final answer,” she advises. “Always validate the best option for the client, not just the lowest rate, but the term flexibility, fees and the protection fit.”
She notes that incomplete fact finds, outdated tools and poor data all lead to poor recommendations. “Keeping systems fully updated and accurate is a must,” she says.
On AI-generated documentation, her concern is that pre-filled templates risk creating generic advice. “Use AI to capture a client’s own words and put them into your reports,” she suggests. “It’s simple and it keeps it personal.”
Smaller firms, bigger opportunities
Time, not capability, is often the main barrier for smaller firms adopting new tools. Newell encourages starting with low-effort, high-impact changes, such as AI chatbots for basic queries, automated forms to reduce data entry, or file-check tools for compliance readiness.
“You don’t need a programming degree for these,” she says. “Two to three hours invested now could make a real difference over time.”
She recommends embedding “simple, repeatable, evidence-based processes” that deliver consistent, client-focused advice regardless of firm size.
With regulators considering whether all borrowers need formal advice, Newell sees potential for more direct-to-lender options on straightforward cases. The opportunity for brokers, she believes, lies in complex, specialist transactions.
“The growth will be in specialist lending, complex transactions where the client doesn’t fit the status quo,” she says. “That might mean bridging, cross-charging, or other cases that require in-depth expertise.”
For Newell, the industry’s challenge is not about choosing between human or machine – it’s about deciding how they work together.
“Technology can take the heavy lifting,” she says, “but clients still need our judgement, our empathy, and our ability to navigate complexity. That’s the balance brokers have to get right.”
Five broker essentials for mastering tech without losing the human touch
- Treat regulation as strategy, not red tape - “Get it right and it becomes a competitive advantage, not just a compliance exercise.”
- Use sourcing as a start, not the final answer - “Validate every recommendation and explain why – the lowest rate isn’t always the best fit.”
- Keep advice documents personal - “Avoid generic templates. Use client’s own words in reports to show tailored, human advice.”
- Go for low effort, high impact tools - “AI chatbots, automated forms and file-check tools don’t need coding skills – but they save hours.”
- Focus on specialist lending for long-term value - “That’s where human expertise will remain essential as simpler cases move towards self-service.”
