The indispensable role of mortgage advisers – Beardmore

At times like these, we are reminded just how essential advisers are in helping borrowers navigate the market with confidence.

The mortgage process is often complex and emotional for borrowers, but advisers offer that human touch and personalised guidance that technology and the execution-only process can’t, especially during uncertain times. With over 1.8 million fixed rate deals expiring in 2026, advisers will play a key role in helping borrowers understand the choices available, allowing them to make informed decisions based on their individual needs.

As an industry, we should continue to champion the value of expert advice and ensure borrowers can access professional guidance.

What support is there for customers?

It’s promising to see that the government has reaffirmed its support for consumers through the Mortgage Charter. This sets out a shared commitment from major lenders to step in early and offer short-term flexibility to customers who are struggling with repayments.

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But while lenders are required to contact customers when their fixed rate ends, we don’t want borrowers to go through the mortgage journey alone. Advisers provide a vital support network, helping customers understand their options, stepping in early when budgets come under pressure, and working with lenders to keep repayments manageable. Advisers also offer emotional support when talking through concerns, such as out-of-hours reassurance during their mortgage journey.

Technological advancements

It is important that our industry continues to adapt. We know that artificial intelligence (AI) and digital tools have the potential to improve the efficiency of the mortgage process, freeing up valuable time for advisers to support customers on a personal level. This is especially important in times of uncertainty.

More recently, we have seen how automation and AI have enhanced the application process and improved customer experience. However, while digital tools can support research and processing, nothing can replace the value of human guidance and expertise when it comes to choosing a mortgage product.

Evolving expectations of advice

Our research shows that, despite the growing use of digital tools, borrowers still place enormous value on expert advice from a person when arranging a mortgage. We found that fewer than one in 10 borrowers would arrange a loan using only automated tools. That is powerful, as what they’re telling us is that while they expect slick tech and online tools, they also want trust, reassurance, and a real person in their corner.

And advisers agree, with 66% believing that human advice will become even more valuable over the next 30 years. As products get more complex and decisions more life-changing, the value of empathy, guidance and lived experience only grows.

These findings reinforce that the role of an adviser extends well beyond the mortgage itself. They are increasingly seen as trusted partners, supporting customers across multiple financial decisions and stages of life.

There is no doubt that digital tools such as AI will become more embedded in the advice process. But this should be about complementing advisers, not replacing them.

Looking forward

As an industry, we can navigate this market volatility by supporting our advisers and championing the kind of advice that best supports borrowers’ needs. It’s difficult to predict whether mortgage rates will rise further or start to ease in the weeks and months ahead, but that’s where advisers show their value, acting quickly to get the best possible outcomes for their clients.

During this challenging period, providing customers with access to high-quality, professional advice is essential, and will keep the mortgage industry strong and resilient. Thank you to all the brilliant advisers who continue to support the mortgage journeys of thousands of customers across the UK.