New research: Understanding and disclosing vulnerability - a broker’s perspective

This cross-lender initiative seeks to offer valuable insights into how the industry currently understands vulnerability and the challenges of identifying it throughout the mortgage application process.

The survey reveals key findings on improving the identification and support of vulnerable customers. By gathering feedback from mortgage brokers, our goal is to equip lenders with the knowledge and tools to create a more inclusive and supportive approach for vulnerable clients.

Explore the key findings in this eBook, which highlights the current level of awareness and practices around vulnerability in the UK mortgage intermediary market.

Michelle Ash, National Account Manager at Newcastle Building Society, commented:

“Through collaboration with 27 other lenders, this project has allowed the industry to work together and share ideas on how to better support our brokers in identifying and disclosing customer vulnerabilities. No one knows the customer more than the broker, so understanding their experience is essential to how we collectively improve our service and support in this area.”

Jess Rushton, Head of Business Development at Smart Money People, commented:

“We are delighted to have been asked by the working group to gather research from brokers on such an important topic as vulnerable customers. We’ve been collecting insights from brokers for over five years, which are now used by numerous lenders to inform them on various areas including service, products, and marketing. We are confident this latest report will not only be an exhaustive study but will also provide detailed, practical insights.”

Read the eBook now