Yet, despite the progress, it remains a source of frustration for brokers across all sectors – mainstream, specialist, and BTL.

Once again, this area has recorded some of the lowest scores in Mortgage Finance Gazette’s Rated for Service survey, both individually and overall, even for lenders that have excelled in other areas.

This could suggest that the gap between lenders that have mastered their technology offering and those that haven’t remains quite wide. While lenders that fall short on technology can cause delays for brokers and their clients, those that rely on it too heavily risk losing the personal touch that brokers need.

Lenders that have been Top Rated or Rated for their technology have set themselves apart, winning over brokers with their effective systems.

For mainstream lenders, nearly all of those that earned Top Rated for Service overall achieved the same for their technology, with just one exception. However, for those that were Rated for Service overall, the situation was different.

Three lenders that received Rated for Service overall didn’t meet the same standard for their technology. Meanwhile, Atom Bank, Generation Home and Pepper Money were all Rated for their technology but missed out on an overall accolade.

Interestingly, among specialist lenders, those that were Top Rated or Rated for Service were also strong performers in technology, with little distinction between the two.

For BTL lenders the picture was more mixed. Two lenders that received Top Rated for Service overall didn’t achieve the same recognition for their technology. Meanwhile, Newcastle Building Society and Precise Mortgages excelled in the individual category, earning Top Rated for their technology, but missed out on an overall accolade.

Lenders that have been Top Rated or Rated for their technology deserve recognition for their strong performance in this complex area.

All the data for the Mortgage Finance Gazette Rated for Service 2025 is now accessed via a dashboard. All the ratings data for each lender category, and all the rankings data for each assessment area, is available from the past three years. Lenders’ performance in any of the five assessment areas can now be ranked from highest to lowest across the entire lender panel for each year, and filtered based on broker type and case load. 

This year we have also added factor analysis for each lender category, so lenders will be able to benchmark performance against the average score for each assessment area, and against a select panel of their competitors (max. of five lenders).

The dashboard brings an unprecedented level of clarity to lender service levels for the broker community. If you have any comments or want to feed back to us about the dashboard, please email: [email protected]

Please see the full dashboard below:

Please click on the cover below to see the print supplement of Mortage Finance Gazette Rated For Service 2025.