Santander survey highlights how human advice remains central to the UK mortgage market
Mortgage intermediaries remain at the heart of the homebuying process, even as artificial intelligence (AI) tools become more prevalent in the market, according to new data from Santander.
The lender’s new quarterly Broker Perception Barometer – a survey of 500 mortgage holders – found that almost two thirds (65%) of borrowers did not feel able to complete a home purchase without broker support, underlining the continuing importance of human advice in how many consumers approach property transactions.
The research also showed high levels of repeat use. Nearly nine in 10 respondents (85%) said they would go back to a broker if they were buying again or switching lender.
When asked what they most valued in a broker service, 29% of respondents highlighted saving money and 26% pointed to saving time. A further 19% said they placed particular importance on help with tax considerations and navigating a changing interest rate environment.
The survey suggested that emotional reassurance is still an important element of the broker role. One in 10 borrowers (9%) reported turning to their broker for emotional support, while 82% said their broker had reduced their stress levels when the process became complex.
On cost outcomes, 70% of those who purchased, remortgaged or completed a product transfer in the past year said they had saved money by using a broker. Across the sample, borrowers reported average savings of £125 a month on mortgage payments, rising to £155 a month for those in the South East.
“Against a backdrop of a changing interest rate environment and shifting lending rules, the housing market can feel like a rollercoaster to navigate,” said Graham Sellar (pictured right), head of intermediary channels at Santander UK. “It’s unsurprising that brokers remain the backbone of the homebuying journey for the majority of consumers – with many saving money as a direct result.”
The study also examined how borrowers choose a broker in a market where AI-driven tools are increasingly visible. Almost two thirds (63%) said they relied on recommendations or referrals from other people when selecting a broker, while only 5% found their broker through AI. More than half of respondents (52%) indicated that, for every stage of buying or remortgaging, they would still opt to work with a broker rather than AI.
“It’s clear that borrowers still value the guidance, experience and human judgement that only a broker can provide,” Sellar said. “AI provides support at the initial stages of deal research and exploration – but when it comes to making concrete life decisions, nothing can match the trust that is built through a broker.”
Santander reported that the majority of its mortgage business continues to flow through intermediaries. In October 2025, 90% of its mortgage transactions were introduced by brokers, a year-on-year increase of seven percentage points.
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