New report reveals growing pressure to streamline processes and improve transparency
Mortgage brokers in the UK continue to be frustrated by the length of time it takes to complete transactions, according to a new survey released by panel management business Optimus.
The report, based on the firm’s latest annual survey, found that 44% of brokers view transaction time as their biggest challenge. A growing concern is a lack of transparency during the process, cited by 35% of brokers — nearly doubling from 18% the previous year.
Brokers see potential in data and automation to help tackle these ongoing issues. More than half (55%) believe access to data earlier in the process and automating key steps could accelerate transaction times. A further 49% said these tools could improve the overall service experience for clients, while 45% expect it to boost transparency.
Market uncertainty remains a concern for many. Two-thirds (67%) of brokers said they view the current economic conditions as a major or moderate threat to the property market over the coming year.
Financially, however, many brokers appear to be performing well. Two-thirds (66%) reported an increase in turnover over the past year, up from 52% in 2024. But when asked about the biggest day-to-day challenges, 29% pointed to difficulties in managing workloads – a significant jump from 15% last year.
The report suggests brokers are increasingly open to adopting technology to solve operational hurdles. Eighty-three percent expect AI-powered tools to become more common over the next five years, especially for automating administrative tasks and boosting efficiency.
There has also been a shift in business priorities. In 2023, the majority of brokers (70%) focused on client acquisition. By 2025, employee wellbeing has moved to the top of the list, with 43% now ranking it as their main concern, up from 22%.
Commenting on the report, Lee Riche (pictured), commercial director at Optimus, said the report signals a clear message. “While the industry is resilient and adaptable, fragmented processes and shifting market conditions require a united push for a streamlined solution to future-proof operations and sustain growth,” he said.
“A data-led approach is essential to building a more transparent, efficient, and sustainable future for the industry. By prioritising these core elements, Optimus supports clients to ensure their customers receive the best experience during a property transaction.”
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