Nearly nine in ten mortgage brokers (89%) want technology to play a bigger role in streamlining the mortgage application process, compared to 74% just six months ago, according to new research by Nottingham Building Society.
The latest survey of 500 brokers across the country found that nine in ten (90%) believe lenders are already using technology effectively to support brokers and improve the overall mortgage journey.
But the results suggest that the debate is moving from whether technology has a place in mortgages, to how it can make a bigger difference. Brokers’ responses indicate they want systems that reduce friction, improve visibility and help lenders evaluate situations that don’t fit standard models of affordability.
A third of brokers (33%) say better handling of complex or non-standard cases is the answer Technology improvements It will have the greatest positive impact. Similar percentages cited clearer tracking of case progress (33%), better integration between brokerage and lender systems (32%), and faster in-principle decision-making results (32%).
Nearly a third (32%) say reducing manual document submission would improve their ability to bring cases. A similar percentage (31%) say that more consistent underwriting decisions would make a positive difference.
Nottingham BS research reveals a cautious view from brokers on the role of artificial intelligence.
One in three say they would be comfortable seeing greater use of AI or automation in document verification and management (33%), initial affordability assessments (33%), communications between brokers and lenders (33%), case prioritization and triage (32%), customer journey updates and tracking (31%), and income and expense analysis (31%).
Brokers see specific areas where AI can help the market. More than a fifth (22%) say AI can have the most positive impact in supporting regulatory controls and compliance, while nearly a fifth point to supporting borrowers with multiple income streams (21%) and better interpretation of income and expenses (20%).
However, broker sentiment has shifted towards AI. In 2025, 28% of brokers fully supported AI playing a major role in the mortgage application process, while 30% said AI should have a role but should be properly regulated. By 2026, 33% say they are comfortable with greater use of AI or automation in parts of the mortgage journey, showing a modest increase in acceptance of practical use cases for AI.
At the same time, some doubts remain. In 2026, 20% of brokers say AI will have no measurable positive impact on the mortgage process. This compares to sentiment in 2025, where 18% said they had concerns about using AI in the mortgage process but were open to exploring it, 12% said they only wanted to see AI used when they were sure it was safe and properly regulated, and 8% said they didn’t think AI should be involved in the mortgage process at all.
The research also found that a third of brokers (33%) believe that clearer rules around the use of AI in the mortgage application process would be one of the government or regulatory changes most likely to support the UK mortgage market.
Commenting on the latest research, Aaron Shinwell, chief lending officer at Nottingham BS, said: “Technology is already making parts of the mortgage process work better, but brokers are telling us very clearly where the next wave of improvement needs to go. It should help at the real critical points – borrowers with complex incomes, visibility into status, reducing time-consuming admin tasks and the moments when good status can stall because the system is unable to read the full picture.”
He added: “AI may have a role to play, but trust will depend on how it is used. Brokers want tools that make the process clearer and fairer, with transparency and oversight. The opportunity is to combine better technology with good governance, so that borrowers with more complex financial lives are assessed with the care and context their circumstances deserve.”
