Smart Money People opens H2 Mortgage Lender Benchmark survey for broker feedback
The independent research aims to identify which lenders are providing the strongest service to brokers and customers, with the H2 2026 survey results due to be released in late November 2026.
Smart Money People has launched its latest Mortgage Lender Benchmark survey, with brokers across the UK now invited to share their views on lender service levels and technology.
The independent research aims to identify which lenders are providing the strongest service to brokers and customers, with the H2 2026 survey results due to be released in late November 2026.
In H1 2026, the study found that the overall satisfaction with mortgage lenders remained fairly stable with a score of 4.22 out of five – only 0.03 down on H2 2025.
The building society sector had the top-rated Broker Experience Index of 73.6, replacing the mainstream lender sector who were top-rated in the H2 2025 report, but came a close second at 70.8.
The overall Broker Experience Index – which combines multiple satisfaction and service metrics, such as speed, service, digital tools and support – showed only a marginal dip from H2 2025 at 70.2, compared to 71.0.
The latest edition comprised of feedback from 980 brokers at 510 firms, who gave their opinions on 126 lenders, representing 98.1% of UK gross mortgage lending.
The average Net Promoter Score (NPS) for all lenders was 40.9, down 0.4 points from H2 2025.
Jake Sandford (pictured), head of data and analytics at Smart Money People, said: “This year has been a challenging one for the sector.
“Borrowers and brokers are being asked to make decisions in an unusually uncertain market while regulation is simultaneously trying to expand who can borrow and how advice is delivered.
“It will be interesting to see how this will be reflected in H2’s study and how lenders have responded to support brokers and their customers.
“In addition, from a technology perspective, it will be telling to see how the various types of broker technology have aided brokers during this period and whether AI forms a greater part of the technology solution.”
Related
Dip in mortgage activity persists in Q3, Stonebridge finds
House prices remain flat in September amid higher mortgage rates – Lloyds HPI
Sub-5% fixed mortgage deals plummet as 5-year average hits 6% – Moneyfacts
Stonebridge and HL Partnership record strong AR firm growth in 2026 – Network Consulting
Brokers cite affordability checks as biggest barrier to expat lending – Suffolk BS
45,000 LISA savers hit with multiple withdrawal penalties in 2024/25, FOI reveals
47% of aspiring homeowners do not expect to ever buy a property – Leeds Building Society
Eight in 10 property professionals confident homebuying reforms will deliver positive change – CSS
Remortgage searches surge 40% as borrowers return to market in September – Twenty7tec
Financial services support remains uneven for 16.8 million disabled consumers, report warns
Up to 95% of protection dropouts could be persuaded to reconsider – AMI
