Even as the use of AI grows in scale, the role of brokers remains indispensable, with two thirds (65%) of borrowers claiming they couldn’t go through the homebuying process without the support of a broker, Santander data reveals.
The lender’s new quarterly Broker Perception Barometer shows that homeowners continue to place high value on using a broker for their mortgage needs, with nearly 85% stating that they would use a broker again if purchasing a new property or changing mortgage provider.
When asked what aspects of the broker service are most important to them, while saving money (29%) and time (26%) came out top, others (19%) placed significant value in their broker helping them navigate taxes and changing mortgage rates.
Meanwhile, one in 10 (9%) consumers say they turn to their broker for emotional support and eight in ten (82%) saying their broker made them feel less stressed when things became complicated.
The majority (70%) of those who bought, remortgaged or took out a product transfer in the last year said they saved money by going through a broker.
On average, borrowers saved £125 a month on their mortgage payments working with a broker, and those in the South East saw the biggest financial benefits, saving on average £155 on their monthly payments.
Despite the rise of AI, homeowners continue to favour a personal touch when choosing a mortgage broker too, with nearly two-thirds (63%) relying on recommendations and referrals from real people and just 5% finding their broker using AI.
Most borrowers (52%) say they would still choose to use a mortgage broker over AI for every stage of the homebuying or remortgaging process.
Santander UK head of intermediary channels Graham Sellar says: “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 adds: “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.”
Santander says it continues to see the vast majority of its customers turning to a broker for their mortgage needs, with 90% of transactions taking place through a broker in October 2025, a 7% increase year-on-year.
Earlier this week, Santander lowered its residential and buy-to-let (BTL) fixed rates across new business and product transfer ranges by up to 0.15%, with rates now starting from 3.51%.
