The past few years have been difficult for borrowers, with rising living costs and economic uncertainty putting pressure on affordability. As a result, many have chosen product transfers (PTs) rather than remortgaging when their deal ends, often to avoid the affordability requirements of a new application.
Whether 2025 brings greater stability is still uncertain, but the year began on a more positive note. The Bank of England’s decision to lower the base rate to 4.5% in February, combined with steady inflation, raised hopes for improved market conditions. However, recent US trade tariffs have reminded us just how quickly global volatility can return.
In this environment, the role of the lender in supporting brokers is crucial. Many brokers will be hoping for a shift back to traditional remortgaging, offering a chance to fully assess their clients’ needs and search the wider market. But the pace of change means product pricing alone is no longer enough. Service matters just as much.
Fast, reliable processes are essential. Tools like personalised underwriting, quick decisions and responsive case handling allow brokers to work efficiently, win business and retain clients.
That is why lenders need to provide more than just competitive rates. A strong proposition also includes the service, systems and support that help brokers do their jobs more effectively. Technology plays a key role here, offering better visibility, faster processing and smarter workflows.
At Darlington Building Society, this is one of the reasons we’ve extended our contract with finova for a further five years. We first deployed their MSO loan origination platform in 2021 and have seen strong improvements in broker experience and case processing ever since.
The technology allows real-time application tracking, giving brokers better visibility on case progress. It has also helped reduce our average application to offer time by 10 days. This is a clear benefit for brokers and their clients, especially in cases that need a closer look from an underwriter.
Crucially, MSO isn’t just used for new mortgage applications. We also use it for product transfers. So, if a PT is the right fit for the customer, the process is just as smooth and straightforward for the broker. This ensures speed and clarity, whether a broker is recommending a PT or a new deal.
Removing the need to chase underwriters or request updates saves valuable time. Brokers can spend more of that time advising clients, growing their business and staying on top of market developments.
By combining digital systems with personal service, lenders can support brokers more effectively. That support matters, especially now. With clearer processes and faster case handling, brokers are better placed to serve their clients and build long-term growth.
Chris Blewitt is head of mortgage distribution at Darlington Building Society
