Mortgage brokers continue to play a central role in the homebuying journey, even as digital tools and AI become more widely used, research from Santander has revealed.
According to the lender’s inaugural quarterly Broker Perception Barometer, two thirds of homeowners, equivalent to 65%, said they could not have gone through the homebuying process without a broker, while 85% said they would use a broker again.
Santander reported that nine in 10 of its mortgage transactions during October 2025 took place through brokers, reflecting their continued importance in a shifting economic landscape.
The survey of 500 mortgage holders highlighted the value borrowers place on both financial and emotional support from advisers.
Saving money was a major driver, with 70% of respondents who purchased, remortgaged or completed a product transfer in the last year saying they saved money by using a broker.
Borrowers reported an average monthly saving of £125 as a direct result of broker advice, rising to £155 in the South East.
When asked which aspects of broker support they value most, 29% cited saving money, 26% pointed to saving time, and 19% said that help navigating taxes and changing mortgage rates was particularly important.
Despite the increasing availability of online information, 82% said their broker made them feel less stressed when the process became complicated, and one in ten described turning to their broker for emotional support.
The findings also indicated that borrowers still prefer human guidance over automated tools.
More than half, at 52%, say they would choose a broker over artificial intelligence (AI) at every stage of the homebuying or remortgaging process.
Recommendations and referrals continued to be the main way borrowers choose their adviser, with nearly two thirds, at 63%, relying on real-life endorsements, compared with only 5% who used AI to find a broker.
Graham Sellar, head of intermediary channels at Santander UK, said: “Against a backdrop of a changing interest rate environment and shifting lending rules, the housing market can feel like a rollercoaster to navigate.
“It’s unsurprising that brokers remain the backbone of the homebuying journey for the majority of consumers – with many saving money as a direct result.”
Sellar added: “It’s clear that borrowers still value the guidance, experience and human judgement that only a broker can provide.
“AI provides support at the initial stages of deal research and exploration – but when it comes to making concrete life decisions, nothing can match the trust that is built through a broker.”
