Two thirds of borrowers say they could not have completed a purchase without a broker
Mortgage brokers continue to play a leading role in the homebuying process, with 63% of borrowers saying they could not have completed a purchase without a broker’s help, according to new Santander research.
The findings come from Santander UK’s latest Broker Perception Barometer, a quarterly poll of 500 mortgage holders measuring attitudes towards broker services.
The survey suggests repeat usage remains high: 83% said they would use a broker again when buying a property or switching lender.
The research points to generational differences in expectations. Among borrowers aged 18 to 34, 75% described their broker as “responsive”, compared with 90% of those aged 35 and over.
Younger respondents were also more likely to find a broker through social media (13%) or an AI tool (8%). They were more likely to communicate via WhatsApp, with 42% saying they used it at least weekly, while 50% of older borrowers said they had never used it for that purpose.
For first-time buyers, the broker’s role can exceed that of personal networks. When asked who they relied on most during the purchase journey, 24% said they spoke most to their mortgage broker, compared with 22% who turned to friends.
Santander said borrowers see brokers as helping them move forward with greater confidence. Some 85% of homeowners said brokers were important in helping buyers progress through the process. Among those who bought their first home in the past year, 83% said their broker made them feel more secure.
Affordability remains a key concern, with 95% of first-time buyers saying their broker helped them understand it fully. Asked to imagine buying again in 2026, homeowners cited rising interest rates (30%), budgeting for upfront costs (26%), and cost-of-living pressures (25%) as their biggest concerns. First-time buyers also highlighted the risk of overpaying in a volatile market, with 21% saying this would worry them.
The survey also examined the financial impact of broker support. Santander found that 73% of those who bought, remortgaged or completed a product transfer in the past year saved money as a direct result of using a broker. It reported average savings of £127 a month overall, with first-time buyers saving £123 a month on average.
However, for first-time buyers, saving money was not always the main priority. Only 23% said cost savings were the most important part of working with a broker, compared with 35% of second-time buyers and 39% of third-time buyers. First-time buyers were more likely to value time savings (28%) and help understanding complex information (24%).
“During a time of global economic uncertainty, more than ever, borrowers look for guidance and a sense of security that they are getting the best possible outcome for their mortgage needs,” said Graham Sellar (pictured right), head of intermediary channels at Santander UK.
“Brokers play a hugely vital role in this - not only by securing the best deals and saving homeowners’ money - but providing reassurance and emotional support too.”
Emotional support was listed among the most important parts of the service by 9% of first-time buyers, rising to 12% among younger borrowers aged 18 to 35. This compared with a much lower share among those over 35, Santander said.
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