Brokers welcome AI benefits but insist you can't replace the human touch when buying a home
When Sam Altman, co-founder and chief executive of OpenAI, describes GPT-5 as the first ChatGPT iteration that “truly feels like conversing with an expert in any field, akin to a PhD-level authority,” he signals more than a mere incremental advance. For UK mortgage brokers, however, the central question is how—and indeed whether—this new tool can be integrated into daily business without diminishing the human element so valued by clients.
OpenAI claims GPT-5 is “smarter, faster, and more useful” than its predecessors, boasting enhanced reasoning abilities, fewer hallucinations, and improved accuracy. It is capable of producing fully-formed software, elucidating its logic step by step, and analysing large datasets with speed.
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Within the mortgage sector, brokers are already exploring practical applications. Harry Arnold, director at Anderson Harris, observes that the technology can save time when sourcing property details such as EPC ratings or council tax bands, checking unusual medical disclosures for insurance, or calculating the impact of overpayments. “None of these are game-changing in isolation,” he notes, “but collectively they can save precious time each day.”
Streamlining administration, safeguarding compliance
For some, the principal benefit lies in addressing high-volume administrative tasks. Julia Brownley of Manchester Money remarks that AI “excels at processing large volumes of documents, such as payslips and bank statements,” thereby helping to prevent document fraud. She also employs it to maintain regular client contact and to predict eligibility for product switches, thus improving retention.
Yet human oversight remains indispensable. “AI can verify completeness, accuracy and compliance,” she says, “but it still requires a human touch to review and finalise decisions.”
Gindy Mathoon of Create Finance notes that many in the industry use AI for content generation, but cautions against over-reliance. “We use AI to generate some emails, particularly for difficult conversations,” he says, “but a significant proportion of our work is done by listening and speaking… AI will supplement what we do, but never wholly supplant it.”
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This sentiment is echoed across the industry. Emma Jones, chief executive of Alder Rose Mortgage Services, has remarked: “Buying a home is a momentous step… speaking to someone who genuinely understands is invaluable. No chatbot or comparison site can replicate that.”
Opportunity, but with caution
With compliance and data privacy high on the agenda, brokers emphasise the necessity of safeguards. Arnold warns: “You must exercise caution when inputting client data into these systems. There are GDPR and FCA standards to uphold.”
The appeal of GPT-5 lies in its capacity to deliver real-time insights, streamline document reviews, and strengthen client engagement. Yet, for now, its role is that of a powerful assistant—not a replacement—for the adviser’s expertise and judgement.
