Smart Money People relaunches mortgage research into support for vulnerability customers

29 July 2025

Smart Money People, the UK’s most comprehensive financial services review site, has relaunched its vulnerability-focused broker survey and, for the first time, is running a parallel lender survey designed to understand how well internal mortgage teams support the disclosure of vulnerable customers.

The continued broker research follows industry feedback from last year’s Smart Money People study which found that while most brokers encounter vulnerable customers regularly, many still face uncertainty when it comes to knowing how to disclose. That report, done in conjunction with Newcastle Building Society, informed the creation of a cross-industry “route of disclosure” guide, which is now adopted widely across the market. Backers of the updated broker survey include lenders such as Nationwide, Santander and Metro Bank, alongside intermediaries London & Country, Coreco and Alexander Hall.

The new lender survey will extend the research to business development managers, service and helpdesk staff, underwriters, and senior leadership. Participants include Newcastle Building Society, HSBC, Nottingham, Shawbrook and others, aiming to build a fuller picture of how prepared lender teams are to act on vulnerability disclosures flagged by brokers.

Last year’s project helped drive visible change. A 46-lender “route of disclosure” guide has since been embedded in Mortgage Broker Tools' (MBT) vulnerable customer disclosure database, giving brokers a single point of reference for how to flag concerns to lenders.

The lender collaboration group supporting this work, led by Michelle Ash at Newcastle Building Society, has now grown from 24 to 38 members, reflecting growing momentum to simplify and standardise how vulnerability is managed across the sector.

Jess Trueman, Head of Business Development at Smart Money People, said:

“Brokers tell us they want clarity and consistency when they need to flag that a customer may be vulnerable. And for lenders, they need these flags shared with the right teams, quickly. By bringing broker and lender perspectives together in one research programme, we can see where the gaps are and where good practice is already making a difference. Vulnerability affects every part of the market, and this is a real opportunity to shape how we collectively support customers who need us most.”