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 5 – 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.
Brokers can have their say here. Any UK mortgage intermediary who completes the survey will receive a £10 Amazon voucher.
The Mortgage Lender Benchmark collects broker feedback on key aspects such as lenders’ criteria, speed, communication, and relationship management. Brokers are asked to share insights into what each lender does well and where improvements could be made, while also rating the technology they use – including sourcing and criteria systems.
The benchmark, which remains the largest broker feedback study in the mortgage industry, provides lenders with an opportunity to understand how they compare with competitors and where service can be enhanced.
Jake Sandford, Head of Data and Analytics at Smart Money People, commented:
“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.”
