Mortgage Broker remains central to homebuying journey as younger buyers reshape contact and expectations

At a kitchen table scattered with deposit calculations and property photos, a prospective buyer scrolls social media while tapping a message to their mortgage broker. That blurred moment—part research, part real-time chat—captures why Santander’s Broker Perception Barometer finds a mortgage broker remains essential for many borrowers.

Why do homebuyers still use a Mortgage Broker?

Santander’s latest Broker Perception Barometer, which surveyed 500 mortgage holders, shows sustained reliance on intermediaries: 63% of borrowers say they could not have completed the homebuying process without a broker. The lender’s research marks the second consecutive quarter in which nearly two-thirds of respondents described broker support as essential.

Beyond finishing a purchase, homeowners report brokers deliver confidence: 85% say brokers help them progress through the homebuying journey with greater assurance. For those who bought their first home within the past year, 83% say working with a broker made them feel more secure about the process. The pattern extends to repeat use—83% of respondents say they would use a broker again when buying a new property or switching mortgage provider.

How are younger buyers changing the mortgage broker experience?

The barometer highlights a new generation with different expectations. Younger borrowers place greater emphasis on speed and digital communication: just 75% of borrowers aged 18 to 34 describe their broker as “responsive, ” compared with 90% of those aged 35 and over. The younger cohort is also more likely to discover brokers through digital channels—13% of borrowers aged 18 to 34 found their broker through social media.

Digital contact patterns underline that shift. Among all respondents, 42% communicate with their broker on WhatsApp at least once a week, while half of borrowers aged 35 and above say they have never used WhatsApp to contact a broker. Empathy remains a valued quality across the board—11% of homeowners identify empathy as important in a broker, rising to 14% among first-time buyers—yet younger clients balance that human element with quick, accessible digital touchpoints.

What do borrowers want next from brokers?

When it comes to practical outcomes, affordability and upfront budgeting dominate concerns. An overwhelming 95% of homeowners say their broker helped them fully understand how affordability affects their purchase options. First-time buyers appear to lean particularly heavily on professional guidance: 24% of first-time buyers turned to their mortgage broker most often for support, slightly ahead of the 22% who relied primarily on friends.

Looking ahead, borrowers were asked to imagine buying their property again in 2026 and identified pressing pressures; budgeting for upfront costs was highlighted by 26% of respondents. The findings suggest brokers are being judged not only on loan sourcing but on clear, practical advice about costs that determine whether a purchase can proceed.

Santander’s Broker Perception Barometer presents a picture of an intermediary role that remains deeply embedded in the purchase process while adapting to different client needs. Brokers are relied upon for assurance, affordability clarity, and a mix of human and digital contact that varies by age group.

Back at the kitchen table, the same buyer who began the day browsing listings now has clearer figures and a message thread open with their broker—proof, for the household and for the wider market, that brokers still bridge the gap between uncertainty and a completed purchase.