For years, the protection market (ourselves included) has measured momentum through volume: how many quotes were run, how many comparisons were generated, how much activity flowed through sourcing systems each quarter. Last year alone, 10.5 million protection comparison requests on The Exchange generated 117 million quote responses. But our latest data suggests the industry is entering a more mature and encouraging phase - one defined less by activity for activity’s sake, and more by precision, intent and meaningful client engagement.

A shift from comparison to conversion

Our data shows a clear move away from high-volume comparison behaviour towards conversion-led activity. While total comparison volumes have moderated from the exceptional highs seen in the post-pandemic years, application requests increased by 10.5% quarter-on-quarter, with quote-to-application conversion rates reaching 6.74% - the strongest Q1 conversion performance we’ve seen in five years.

Rather than signalling market slowdown, this points to something more significant: advisers are becoming more targeted, more deliberate and ultimately more effective in how they engage clients. Fewer speculative quotes are being run because adviser-client conversations are beginning with greater clarity, better qualification and stronger intent from the outset.

That matters because efficiency in protection advice is not simply about speed. It is about creating more space for meaningful conversations. When advisers spend less time navigating administrative friction, duplicate data entry or uncertainty around final premiums, they can focus more energy on helping clients understand risk, resilience and long-term financial security.

Holistic protection is becoming the norm

This evolution is changing the nature of advice itself. The protection conversation is becoming increasingly holistic, with advisers moving beyond single-policy discussions towards broader, multi-benefit planning.

The data shows multi-benefit solutions now account for more than 20% of all applications via The Exchange, following a 13.7% year-on-year increase. What was once considered a specialist approach is rapidly becoming mainstream advice practice.

Advisers are increasingly structuring protection around overall household resilience rather than isolated product sales.

Jacqui Durbin - Head of Product - Sourcing

The trend is clearly seen in the IFA market, where almost half of all income protection policies are now written as part of a menu plan, while around two-thirds of term assurance business is sold within multi-benefit arrangements. Advisers are increasingly structuring protection around overall household resilience rather than isolated product sales.

This also reflects changing client expectations. Consumers increasingly want joined-up financial guidance that considers income, debt, family protection and lifestyle risks together - not fragmented conversations spread across multiple stages of advice.

Technology continues to play an important role in enabling that shift.

Reducing friction at the point of advice

The most meaningful innovation in protection sourcing today is not the addition of more features, but the removal of uncertainty at the point decisions are made. Historically, one of the biggest causes of stalled or abandoned applications has been a lack of clarity around underwriting outcomes and pricing changes later in the process.

By bringing more detailed lifestyle and underwriting factors into the initial quote journey, including enhanced BMI data and ex-smoker status, advisers can have more accurate conversations much earlier. These are two of the most influential factors affecting final premium outcomes, and surfacing them earlier reduces the uncertainty that can otherwise erode client confidence later in the process.

The impact is tangible. Following the introduction of more precise ex-smoker pricing fields across our Protection comparison services, average quote-to-application lead times reduced from 25 minutes to 20 minutes. While incremental on the surface, improvements like this can deliver significant cumulative gains when scaled across thousands of adviser-client interactions.

Making protection part of the mortgage conversation

The growing integration of protection into mortgage workflows is also driving stronger engagement and conversion outcomes. Today, 46% of firms using Xplan Mortgage sell protection alongside a mortgage application, up from 39% three years ago. We have also seen a 4.7% increase in protection policies sold where protection is embedded directly into the mortgage journey.

The latest data points to a market that is becoming more mature, more efficient and increasingly focused on delivering value over volume.

Jacqui Durbin - Head of Product - Sourcing

When protection is introduced naturally within a broader financial discussion, advisers are less likely to encounter the disconnect that often arises when conversations are revisited later or managed across multiple systems. Instead, protection becomes a more timely and relevant part of the customer journey, helping advisers address financial resilience at the very moment clients are making major financial decisions.

Quality is now the stronger signal

Ultimately, the latest data points to a market that is becoming more mature, more efficient and increasingly focused on delivering value over volume.

Protection has historically been assessed through scale - how much activity is flowing through the system. But the more meaningful signal today is quality: higher-intent conversations, better informed recommendations, faster journeys from quote to application, and more comprehensive protection planning.

For advisers, this represents a clear opportunity. As technology continues to remove administrative barriers, the value of advice increasingly lies in interpretation, reassurance and the ability to guide clients through complex financial decisions with clarity and confidence.

For sourcing technology partners like us, the next stage of innovation in protection will not be about accelerating transactions, but enabling richer, more meaningful conversations that help clients better understand the role protection plays in safeguarding their financial future.

In that sense, the shift from quantity to quality is not a reduction in activity. It is a sign of progress - towards more intentional advice, deeper integration and ultimately better outcomes for clients. There is still important work ahead to ensure this progress translates into broader protection coverage for more people, but the direction of travel is encouraging, and we look forward to seeing what the next wave of data reveals.

Further insight into the evolving income protection market will be published in Iress’ forthcoming Profile of an IP Customer report, produced in collaboration with the IPTF and released on 16 June.

This article was originally published in Protection Reporter on 27 May 2026.

First time buyers are important. And, unsurprisingly, all the pressures heaped on them also makes them a resilient bunch. Combined headwinds of affordability challenges, higher rates and deposit requirements have all pitched up for a battle, but demand hasn’t faltered. Instead, it’s changed.

The aspiration to own a home remains undimmed, but the reality of how your first time buyers get there is what’s really new. Today’s first time buyer is more diverse than ever: many are entering the market later in life, often after longer periods of renting, while others are navigating more complex financial situations - multiple income streams, variable earnings or reliance on family support.

The old and the new

This shift is creating a growing mismatch between traditional lending models and what the borrower of today really looks like. In many cases, the idea that buyers are falling short of affording the property they want by huge margins is something of a myth. In reality, it’s fine margins – and bridging that gap is where the opportunity for everyone lies.

Affordability, then, remains the most significant barrier. Chipping away at it requires flexibility which, when applied responsibly, can make a meaningful difference. Smart tweaks to how income is assessed, or how cases are structured, can open the door for more customers without increasing risk. Recent changes to lending approaches across the market reflect this direction of travel, with greater recognition of real-life income and expenditure patterns.

Opening the market

Encouragingly, these changes are already having an impact, helping more first time buyers access the market as criteria evolves and broaden access to homeownership.

At the same time, routes onto the ladder are diversifying. Shared Ownership, for example, is shifting from a niche option to a more mainstream solution, providing a practical way for customers to buy a property and then have the opportunity to buy additional shares. Similarly, higher loan-to-value lending continues to play a key role for those with smaller deposits.

Credit assessment is also evolving. Many first-time buyers have limited credit histories rather than adverse profiles, requiring a more rounded view of financial behaviour. Tools and approaches that better reflect these nuances can help ensure that creditworthy customers aren’t overlooked.

Shifting sands

Ultimately, the role of advisers and lenders is shifting. It’s no longer just about applying criteria, but more about understanding customers’ circumstances and identifying solutions that work within them.

First time buyers are not retreating from the market – they’re adapting to it. By continuing to evolve our approach, there’s a clear opportunity to support more customers onto the property ladder, turning aspiration into reality.

Find out more from Leeds Building Society

South Africa’s youth unemployment challenge continues to affect thousands of young people, especially those living with disabilities, who often face additional barriers when entering the workplace. That’s why programmes that focus on skills development and accessibility matter.

Last month, a new group of learners joined the unemployed learnership programme facilitated through Iress South Africa. The programme gives young people living with disabilities the opportunity to gain practical experience and build skills that can help them access long-term career opportunities in the technology sector. This year, the learners are completing a SETA-accredited Data Science qualification through their training partner, AAAT, in Randburg. The programme focuses on practical digital and analytical skills that are becoming increasingly important in today’s working environment. Data science and broader ICT skills continue to open doors across industries, particularly as businesses increasingly rely on technology and data-driven decision-making.

For many young people, access to these kinds of programmes can be the first step towards financial independence and meaningful employment. Rather than focusing only on qualifications, the programme also creates exposure to professional environments, teamwork, communication, and confidence-building, all of which are equally important when entering the workplace for the first time.

The impact of initiatives like this can already be seen through the success of last year’s learners.

The 2025 learner group completed their qualification in Information Technology: Technical Support, and all four learners successfully transitioned into permanent employment after completing the programme. It’s the kind of outcome that highlights how access to training and workplace opportunities can genuinely change lives. For many young South Africans, especially those from underrepresented communities, getting a foot in the door is often the hardest part. Skills programmes that combine education with practical exposure help bridge that gap and allow learners to grow both personally and professionally.

The programme also reflects the importance of creating workplaces where different experiences and perspectives are welcomed. Diversity in the technology sector remains an important conversation globally, and initiatives like these contribute towards building a more representative and accessible industry locally.

Beyond the technical training itself, there’s also a strong human element behind the programme, support, mentorship, and guidance that help learners navigate new environments and opportunities. For the learners beginning this journey, the programme represents more than a qualification.

It represents possibility, growth, and a chance to build a future within a fast-changing digital economy. As the new intake settles into the programme, there is excitement about what lies ahead and the impact these learners may go on to make in their careers and communities.

This year’s Critical Thinking report put’s hard evidence behind consumer misconceptions around protection. It also highlights practical opportunities for advisers to rethink how protection is discussed, framed and recommended.

Here are five findings that stood out for me.

1. Framing matters – and different clients respond to different triggers

One of the clearest messages from the report is that relevance isn’t just about the product – it’s about the story we tell around it.

The report highlights how mortgage framing continues to dominate protection considerations – and the misconceptions that come with that. Over a quarter of consumers say they don’t have Critical Illness Cover because they don’t have a mortgage, while 17% believe payouts can only be used to pay off a mortgage.

There’s a real risk here that renters, younger clients and those earlier in their financial journeys simply tune out – not because protection isn’t relevant, but because it’s not being framed in a way that resonates with their reality.

Different clients respond to different triggers – and the more confidently we tailor that framing, the more inclusive and effective protection advice becomes.

2. Core cover dominates sales – but clients increasingly prefer enhanced protection

Core Critical Illness Cover still often dominates sales, largely because affordability continues to drive advice conversations. But that doesn’t mean it’s what clients would choose if differences were presented to them.

The research shows a clear generational divide. Millennials and Gen Z are significantly more likely to prefer enhanced cover when it’s explained to them – and many are open to paying more for it. Payments for less severe conditions, cover for a broader range of illnesses and wider coverage for earlier-stage cancers all resonate strongly.

3. Clients value flexibility – and multiple payouts really matter

Only 8% of consumers expect to use a Critical Illness payout to pay off their mortgage in full. Most expect to use the money to cover lost income, everyday expenses, health-related costs or lifestyle changes that improve quality of life.

This is where Serious Illness Cover with multiple payouts comes into its own. SIC X2 and X3 allow clients to make more than one 100% claim. Crucially, the policy doesn’t end after the first payout.

From an advice perspective, multiple-claim structures give clients the flexibility to choose how they use the money, without gambling their family’s future security.

4. Added-value benefits matter – but not always the ones we assume

Younger clients place high value on preventative and proactive support. Almost half of Gen Z rate annual health checks as “very valuable”, and many are willing to pay more for enhanced support services.

Rehabilitation support also stands out. Clients clearly understand the value of help that gets them better and back to work. Yet this is still underplayed in many advice conversations, despite being one of the strongest differentiators where it’s contractually guaranteed.

Again, this comes back to relevance. Different demographics value different benefits – and we need to tailor those conversations appropriately.

In this new series, Warren O’Connell, Head of Business Development for Sourcing at Iress, sits down with some of the UK mortgage market’s movers and shakers to explore their perspectives, predictions, and personal passions driving the industry forward.

This time, Warren chats with Nicola Firth, CEO of the multi-award-winning Mortgage Criteria Search System, Knowledge Bank.

So, Nicola, are you ready for some Home Truths?

Tell us, what’s exciting you most about the UK mortgage market right now?
I know I’m biased, but technology and specifically AI. I think the next few years will be transformational for our industry. Technology is finally catching up with the complexity of modern mortgage lending, and that’s where the biggest progress is happening.

Where do you see the biggest opportunities for brokers and intermediaries in the next 12 months?
The biggest opportunity is specialisation and complex lending. Borrowers’ circumstances are more diverse than ever, with multiple income streams, gig economy workers, portfolio landlords and later-life borrowers. The brokers who lean into this complexity and position themselves as experts will thrive. Technology is also making it easier to identify lender appetite quickly, which allows brokers to spend less time researching and more time advising. Additionally, there’s a huge opportunity for brokers to drive efficiencies by utilising AI for more of their admin-related tasks around running their businesses, saving them both time and money and giving them the opportunity to enhance their services.

What’s one industry challenge that you think doesn’t get talked about enough?
I think this would have to be the pressure that brokers are under and constantly. With technology as it is today and the desire for instant answers, the boundaries between work and personal time become very blurred. Add to this the complexities of mortgage lending, navigating criteria, and the rate pulls at short notice, especially in turbulent markets, and you can see just how challenging this is on them and their mental health at times. Having been a broker many years ago, I remember those challenges well and it’s frustrating to see brokers still going through those same experiences as I was 20 years ago.

If you could wave a magic wand and change one thing about the mortgage process, what would it be?
It would be greater connectivity between systems and stakeholders. Brokers often work across multiple platforms, lenders all have their own different processes, conveyancers are trying to gain information from many unconnected sources, and information doesn’t always flow smoothly between them. If I had a magic wand, I would remove all of the commercial and technological barriers to joining these systems and processes together to dramatically improve the speed and efficiency of the mortgage journey from initial enquiry right through to completion. I have a feeling it’s going to need to be a pretty big wand for this, though!

What drives you personally in this industry? What keeps you motivated?
The thing that really drives me is when I think about the real impact the work we do has on people’s lives. Buying a home is one of the biggest financial decisions that anyone will make and the intermediary market plays such an important role in helping people navigate that journey. Being a part of a process that helps people achieve home ownership, or improve their financial position, is incredibly rewarding. As I walk down a street, I sometimes wonder how many of those people got a mortgage they didn’t think was possible because of what we created in Knowledge Bank to help brokers make it possible for them. We’re lucky enough to work in an industry full of passionate people who genuinely want to improve the way things work and keep it evolving and it’s impossible not to feel motivated by that too.

How do you see collaboration shaping the future of the mortgage space?
There’s a saying that I love, which is “those at the bottom compete, those at the top collaborate”. And I think this is so true, especially in our industry. Whether it’s brokers, lenders, technology providers or conveyancers, when those groups work together, the outcomes are much better. Ultimately, the future of the industry will be shaped by shared innovation rather than isolated development.

Technology has made an enormous difference to the intermediary journey - where do you see the biggest gains still to be made?
Technology has already improved things significantly, but the biggest gains will come from making information easier to access and interpret. Brokers deal with huge amounts of data, product options, affordability models, lenders’ criteria and policy, and the challenge is often finding the right information quickly and having the confidence in that information so that nothing changes that throws the case out further down the line, sending them and their clients back to square one. Technology that fuels clarity without adding extra complexity is where the biggest gains are still to be made.

How does Iress fit into your strategy, and how do our tools and partnership help you deliver better for your customers?
I said earlier that those who are at the top are collaborating, and I don’t think there’s a better example of that than what we’ve brought to the market with Xplan Mortgage and Knowledge Bank. Product and criteria go hand-in-hand, and bringing together the “best of breed” for both as an industry first was pivotal. The partnership really has created that ‘holy grail’ of mortgage sourcing and working with the team at Iress to deliver that was an incredible experience as their passion for delivering useful and usable technology that genuinely makes a difference to the working day of a broker was evident at every stage.

What does success look like for you - and for the industry - over the next five years?
Success for the industry would be a mortgage process that feels simpler, faster and more transparent for borrowers whilst still maintaining a strong advice culture that we have here in the UK. There are moves from the regulator to row us back from a fully advised process, which, to anyone like me who remembers the global financial crisis which started in 2008, will undoubtedly be of concern! Success for me looks like Knowledge Bank remaining the UK’s largest and most trusted criteria database and being relied upon to fuel the joining of the dots to facilitate a smoother process for everyone involved.

Finally, if you could give one piece of advice to intermediaries navigating today’s market, what would it be?
Focus on the value of advice. Markets will always change; interest rates move, criteria evolve, and regulations shift, but the constant is that borrowers need guidance. Brokers who invest in their expertise, build strong client relationships and make use of technology available to them will always be in a strong position.

Thank you, Nicola, for sharing your Home Truths.

At Iress, we have conversations like this every day and through industry meet-ups like our Mortgage Forum. By talking openly in this way, we can develop the right tools and technology to keep brokers and lenders ahead of the opportunities that exist in the mortgage market.

Look out for more Home Truths from our other friends and partners soon.

Would you like to be interviewed by Warren? Email him at warren.o’connell@iress.com

Iress has been named Best Technology Provider at the Professional Adviser Awards 2026, following three years of marked transformation in which we've reshaped our proposition and standing in the UK advice market.

Professional Adviser judges noted that Iress has “come back into favour and achieved a turnaround”, with another praising our team’s “tremendous job” in winning advisers over. So what’s behind it?

A partner of choice

Once viewed as a challenger, we have repositioned ourselves as a partner of choice for advice firms seeking integrated technology, consistent delivery and dependable support. The shift reflects a broader reset - one that is more aligned, more responsive and more focused on the evolving needs of UK advisers.

At the centre of this progress is Xplan, our advice platform, now used by over 450 UK advice firms.

As the UK’s only truly vertically integrated advice platform, Xplan supports the entire client journey, reducing reliance on multiple fragmented systems. This capability has made it the platform of choice for consolidating advice businesses aiming to simplify operations and scale effectively, including five of the top eight UK wealth management firms.

Continuous improvement

Development has accelerated under our UK-focused team, guided by an adviser-led product roadmap designed to reduce complexity, improve efficiency and strengthen compliance.

This commitment to continuous improvement is reflected in a steady stream of enhancements and new features, such as the enhanced fact find and pension switching, helping advisers deliver better outcomes across the advice journey.

Alongside this, we have deepened our integration strategy, moving beyond our 170+ standard integrations to more strategic co-designed solutions through the Iress Partnership Programme, which launched last year. The first partners to join, PlannerPal and MoneyInfo, signal the direction of travel: deeper, more purposeful integrations that extend the platform in ways that directly improve adviser workflows and the client experience.

Service excellence

Continued investment has strengthened Xplan and the service that supports it, ensuring service remains a key differentiator. While parts of the market have leaned heavily into automation, Iress has prioritised a responsive, human-led model, reflected in a 90% client satisfaction score. A focus on delivery and support excellence has seen Iress achieve a client rating of 8.7/10 for implementation.

Expanded user groups, training and feedback sessions have further strengthened engagement, enabling clients to shape the platform while gaining more value from it day-to-day.

“A very different Iress”

Together, these developments point to a business that has reset its direction and delivered against it. As one client noted, “This is a very different Iress” - a sentiment echoed by the judges and reflected in the recognition as the Best Technology Provider.

Iress’ CEO for the UK, Alistair Morgan, added: “I couldn’t be prouder of our team and the journey we’ve been on. This award recognises not just the progress we’ve made, but the energy, commitment and belief that’s gone into transforming our business. To see that effort reflected in both industry recognition and client feedback is especially rewarding.”

This article was originally published in Professional Adviser.

As market structure evolves from centralised, venue-based models to more fragmented, network-driven ecosystems, data is seen increasingly as a primary determinant of effective market access, execution quality and competitive differentiation. A recent Markets Unstructured report (March 2025) highlights that alongside connectivity and analytics - control over data is fundamental to liquidity access and price formation in modern markets.

In this environment, the question then is how effectively is data deployed and leveraged across trading lifecycles and associated operational workflows.This approach is a demonstrable shift from straightforward data ‘consumption’ to proactive data structuring, integration and interrogation.

For firms operating in today’s multi-asset, data-driven markets, and subject to growing “information asymmetry”, this distinction is critical: Those able to transform data into decision-ready intelligence are better positioned to navigate fragmented market liquidity, manage risk and deliver consistent outcomes.

As Andrew Jappy, EGM APAC at Iress TMD, notes: “At Iress TMD we don’t simply redistribute raw market data… we’re enabling an open environment where clients can access their own trading and market data securely, and interrogate - and use - it however they choose. As such, value extends beyond the data itself to the ease with which firms can access, combine and apply it across their own cross-enterprise workflows.”

Raw data to decision-ready intelligence

Historically, market data infrastructure focused on delivering raw information - prices, quotes, order book updates, streamed directly from exchanges. But raw data does not necessarily support efficient trading and confident investment decisions.

Modern trading and advisory environments rely increasingly on more integrated datasets that combine price data with other data, such as reference, corporate actions, historical records and alternative data. Collectively, these data sets enable decision-ready intelligence that can be analysed, contextualised and acted upon in real time.

This shift also underscores a broader transformation across financial markets. Data is no longer something simply displayed on a screen; it is embedded directly within trading workflows, analytics and client interactions.

Conflicting pressures on data resources

Firms today face a complex set of pressures with respect to data sourcing and resource allocation.

On one hand, the scope and importance of data is expanding continuously. Supporting modern trading and advisory workflows demands broader coverage across asset classes, deeper historical datasets and new data sources, including alternative data and derived analytics.

On the other, execution venue fragmentation and inconsistent data standards make it difficult to build - and maintain - a comprehensive and complete and reliable view of the market. As highlighted in the Markets Unstructured report, market participants may be having to source, cleanse and reconcile data from multiple providers to construct a usable dataset - creating duplication, workflow inefficiency and uneven outcomes for firms across the industry.

Many financial firms commit significant resources to data, yet are challenged with translating that investment into consistent and valuable decision-ready insights. Fragmented internal ‘data ownership’, duplicated permissions and entitlements and disconnected platforms and systems mean that organisations often lack a single, trusted view of their data.

This dynamic is contributing to increasing information asymmetry across markets. Firms with the capability to normalise and analyse large datasets efficiently are better able to generate a comprehensive view of liquidity and pricing.

As Andrew Jappy observes: “More and more, we’re seeing that clients want to work with their data in their own environments - combining it with other sources, applying their own analytics and extracting insights specific to their workflows.”

This represents a clear shift from fragmented, desk-level consumption toward enterprise-wide data capability, where information is accessed and utilised actively (and proactively) across trading, compliance and client engagement workflows.

Data quality, latency and normalisation as differentiators

As trading environments become more sophisticated, the value of market data lies not only in access, but in quality, timeliness and structure. Inaccurate and inconsistent data can quickly lead to operational friction - from valuation errors to reconciliation breaks and compliance risk. At the same time, delays in data delivery undermine execution decisions and client communication.

Perhaps most critically, data must be structured consistently. Without normalisation across markets and venues, firms cannot effectively compare execution outcomes, generate analytics or integrate data into trading workflows.

High-quality data is therefore not simply a technical requirement - it is a critical foundation for decision-making, risk management and client service.

Integrating insight into trading decisions

Another important shift is the way data insights are integrated into the trading workflow itself. Traditionally, analytics were consulted after the fact, through reports and in dashboards separated from the trading environment.

Increasingly, however, insights are embedded directly within execution and advisory workflows, for example:.

• Real-time analytics during order entry
• Alerts identifying unusual trading behaviour
• Cross-venue execution comparisons
• Integrated audit trails and performance monitoring.

This approach ensures that insights are delivered at the moment decisions are made, rather than after trades have occurred. For advisers and brokers supporting retail and wholesale investors, this integration strengthens both decision quality and accountability.

Data accessibility and regulatory readiness

Another driver behind evolving market data strategies is regulatory scrutiny. Across jurisdictions, regulators expect firms to maintain detailed records of trading activity and to be able to retrieve that information quickly if required.

Historically, the available window of accessible data in trading ecosystems has been limited, and accessing older data has been slow and resource-heavy. Andrew Jappy observes:

“Depending on the size and type of user firm, data might only be available for a month or at most perhaps twelve months. If the regulator asks for data outside of this limited window, and indeed from several years ago, our customers would have to request that we locate and restore it, which is time-consuming and expensive.”

Cloud-based data environments (data lakes and warehouses) help address this challenge by enabling longer-term storage and faster retrieval of trading records, improving both compliance readiness and operational efficiency.

Supporting a data-first industry model

These developments reflect a broader shift toward data-first infrastructure strategies across the trading industry. Rather than treating market data as a secondary input, firms are designing environments where data accessibility, integration and analytics are built into the core architecture.

A data-first strategy would typically embrace::

• Centralised data environments across trading and reporting systems
• Cloud-enabled storage and analytics capabilities
• Integration with data lake technologies and third-party tools
• Open frameworks that allow firms to interrogate their own data.

According to Andrew Jappy, this approach ultimately empowers clients to determine how their data delivers value: “Our intention is to create a more open environment where clients can securely access their own data and decide how they want to use it - whether through our dashboards, their own analytics tools or third-party providers.”

Turning information into advantage

Handled strategically, market data becomes a highly valuable strategic asset - a whole that is significantly greater than the sum of its individual parts. It lays the foundation for better decision-making, stronger compliance, faster time to market and more resilient participation in increasingly complex financial markets.

The firms that succeed will not necessarily be those that invest the most in data, but those able to extract the greatest value from it.

In this new series, Warren O’Connell, Head of Business Development for Sourcing at Iress, sits down with some of the UK mortgage market’s movers and shakers to explore their perspectives, predictions, and personal passions driving the industry forward.

This time, Warren chats with Steve Easter, Managing Director for Mortgage & Protection at Fairstone, one of the fastest-growing financial services organisations in the UK and Ireland. Fairstone have been an Iress client for over 10 years, using Xplan Mortgage to source the market for mortgage and protection products effectively.

So, Steve, are you ready for some Home Truths?

Tell us, what’s exciting you most about the UK mortgage market right now?

The market appears to have come back to life, with lenders beginning to innovate once again. While there was an expectation of greater stability, inflation and interest rates are now facing renewed pressure due to the conflict in the Middle East. That said, client activity remains high, and wider global uncertainty is encouraging more customers to seek professional advice. As a result, advisers can look forward to a potentially busy year.

Where do you see the biggest opportunities for brokers and intermediaries in the next 12 months?

Without doubt in the refinance space. With so many maturing products in 2026, it is imperative that brokers concentrate on existing customers ensuring they give a great service.

What’s one industry challenge that you think doesn’t get talked about enough?

Affordability rules are changing to allow clients to borrow more over longer periods, which is great to boost the housing market short-term, but as an industry of professional advisers, it’s vital that we guide our clients correctly to avoid a repeat of the issues we saw back in the 2008 credit crunch.

If you could wave a magic wand and change one thing about the mortgage process, what would it be?

I would love it if we could be more joined-up from start to finish. For example, it would be great to have lawyers and conveyancers sharing information to avoid the client having to duplicate information. Also, if the legal process could find a way of speeding things up, that would lessen client stress massively.

What drives you personally in this industry? What keeps you motivated?

Ensuring good outcomes for clients and mentoring young mortgage advisers. It is great to see the young advisers bloom into full-blown mortgage professionals, valuing their time by charging appropriate fees and concentrating on existing clients rather than constantly looking for new clients. Service clients well and they will stay with you for life.

How do you see collaboration shaping the future of the mortgage space?

Collaboration between firms is very important to understand how the wider market reacts to the regular challenges we all face. With consumer duty and the regulators' mortgage rule review, we all need to understand how this impacts the intermediary market as a whole.

Technology has made an enormous difference to the intermediary journey - where do you see the biggest gains still to be made?

The speed of decision making from lenders is becoming quicker all the time. There’s less repetition than ever before due to better data flows, which increases efficiency and reduces risk, but I think this year will see huge steps in technology within the mortgage space. Overall, I think this will improve the client experience by allowing advisers to spend more quality time with clients. This will open the door to having more holistic conversations, giving clients even better outcomes.

How does Iress fit into your strategy, and how do our tools and partnership help you deliver better for your customers?

We use Iress sourcing across our entire business, for annuity quotes as well as mortgage and protection sourcing. Technology changes at a rapid rate, so it’s impossible to keep up with everything, but we are confident that Iress will develop their tech stack in line with existing competitors and new entrants to the market and ensure our advisers and clients receive the best experience available.

What does success look like for you - and for the industry - over the next five years?

The aim is continually build and increase the quality of advice and service delivered by Fairstone to all our clients. As for success within the intermediary space, I would like for the mortgage intermediary industry to be looked upon as a profession that the next generation will aspire to be part of.

Finally, if you could give one piece of advice to intermediaries navigating today’s market, what would it be?

Transform your business by focusing on existing clients. Look after your existing clients by annually reviewing needs and objectives; always review their protection portfolio as lives can change very quickly at times, and don’t forget to value our profession and charge appropriate fees.

Thank you, Steve, for sharing your Home Truths.

At Iress, we have conversations like this every day and through industry meet-ups like our Mortgage Forum. By talking openly in this way, we can develop the right tools and technology to keep brokers and lenders ahead of the opportunities that exist in the mortgage market.

Look out for more Home Truths from our other friends and partners soon.

Would you like to be interviewed by Warren? Email him at warren.o’connell@iress.com

Getting mortgage clients to see the value of protection insurance isn’t always easy. Julie Botha, Head of Adviser Development, shares her top tips on how best to approach protection in the mortgage conversation.

Most people favour immediate gratification over longer-term gain, so it’s no surprise that homebuyers often prioritise furnishings and décor over protection insurance. Research shows only 15% of buyers see protection as a top priority, ranking it behind furniture, décor, and home improvements¹. While financial protection may be the more sensible choice, a new sofa or kitchen delivers instant, tangible satisfaction.

Concerningly though, over half of mortgage holders say they couldn’t maintain repayments for more than six months if their income stopped.

Prioritising protection

With household finances stretched and the cost of buying a home still high, clients often feel torn between immediate needs, home improvements, bills, childcare and the less tangible benefits of insurance. At the same time, they’re more focused on the excitement of moving in than on the risks of illness or death.

Yet a mortgage is typically the largest financial commitment a person will take on. Protection therefore must form a core part of the conversation, especially when we consider the requirements of Consumer Duty and the need to avoid foreseeable harm and deliver good client outcomes. What could be more harmful than your client losing their house for the sake of a conversation around the value of protection insurance.

Approaching protection with the client

One common mistake is introducing protection at the end of the mortgage discussion. This can make it feel like an afterthought or an upsell, which clients may be resistant to. Instead, introduce protection early and revisit it naturally throughout the conversation so it feels integral, not optional.

Exploratory questions can help shift perspective. Asking why a client chose a particular home or whether they’d like to pass it on to their children encourages them to reflect on its emotional and long-term value. This can shift the emphasis from merely protecting the ‘bricks and mortar’ to the home, the people in it and the client’s long-term goals and aspirations.

You can also explore practical scenarios: if their income stopped, which bills would matter most? Or ask what outgoings they could afford to lose. These questions highlight priorities while reinforcing the importance of protection in a relatable way.

Reframing the conversation

How protection is framed can significantly influence client decisions. For example, referring to a mortgage as a “debt” can prompt a different mindset. Asking “who owns your home?” or why lenders require buildings insurance can help clients recognise their financial exposure.

When presenting recommendations, use cost comparisons to add perspective. Clients already understand their monthly spending, whether on subscriptions, phone contracts, or their mortgage. Position protection alongside these costs to show how relatively small it is compared to what it safeguards.

By making protection insurance a core part of the mortgage advice process and reframing the conversation, we can help more homeowners prioritise products like Life, Serious Illness Cover and Income Protection – all whilst maintaining the home they’ve worked so hard to acquire.

Find out more

^{1Research carried out by Opinium on behalf of Vitality with 2,000 homeowners with a mortgage between 17-26 October 2025}

We were over the moon to be named Best Technology Provider at the Professional Adviser Awards, held in London on 18 March.

This recognition means a lot because it reflects the significant progress we’ve made in our commitment to delivering outstanding technology, service and support - and the incredible team behind it.

Commenting on the win, our CEO Alistair Morgan said, “I couldn’t be prouder of our team and the journey we’ve been on. This award recognises not just the progress we’ve made, but the energy, commitment and belief that’s gone into transforming our business. To see that effort reflected in both industry recognition and client feedback is especially rewarding.”

Winning over judges - and advisers

The judges’ feedback was particularly pointed, noting how Iress has 'come back into favour' following a major turnaround. They highlighted our focus on 'real-world case studies' and a renewed effort in 'winning advisers over'- the exact pillars we put in place back in 2023 to build a uniquely UK-centric strategy.

And it isn’t just the judging panel who have noticed a difference - our clients have too. Our UK Net Promoter Score (NPS) has increased by 29.5 points since 2024, driven by client feedback, with one commenting, ‘this feels like a very different Iress’.

It was an honour to be in such strong company with the other Professional Adviser Award winners and finalists. See who took home the trophy here.

I couldn’t be prouder of our team and the journey we’ve been on.

Alistair Morgan - CEO, Iress UK

Gender differences call for a bespoke approach.

After several decades working in this industry, I’ve seen first‑hand how women’s experiences with money, work, and family shape their – and their family’s – long-term financial security.

I often find myself thinking about the freedom and confidence we all want as we move through life. The sense of autonomy we enjoy in our early twenties deserves to stay with us. Ideally, it should evolve and become even more meaningful as our families grow and as we look ahead to retirement.

Yet, for too many women, that feeling slips away.

Something we’ve been highlighting for years, and that has real consequences, is that women typically retire with smaller pension pots but live longer than men. A 55‑year‑old woman today lives (on average) three years longer than a man of the same age – with double the chance of reaching 100*. And yet only 24% of women are currently on track for a comfortable retirement, compared to 36% of men**.

These aren’t just statistics. They reflect choices and life moments that women recognise all too well. Many take career breaks, step back from full‑time work, or prioritise saving over long‑term investing, which they feel less confident about.

Sometimes these choices are made from necessity, but often women simply haven’t been given the advice or support to take a confident, long‑term view of their financial wellbeing.

It’s a society-wide issue, with a recent report from the University of Edinburgh reinforcing Scottish Widows Women & Retirement Report’s call for the UK pensions system and financial advice sector to address the gap between men’s and women’s pension wealth.

And even though many women have built healthy pension pots, there is still the important question of how to turn those savings into an income that lasts.

New-found flexibility

With that aim in mind, it makes sense that annuities are rising in popularity again*** but it’s not just down to today’s better rates. One of the persistent myths I come across is that annuities are rigid and outdated, yet they’ve quietly transformed into something far more flexible and feature‑rich than many people realise.

For women who’ve had fragmented career patterns, taken time out, or built pension wealth differently to their partners, annuities can be a powerful aid for long-term security.

Annuities remove the uncertainty of market fluctuations and there’s no need to worry about managing investments or keeping an eye on withdrawals which can be a worry with drawdown.

They can be tailored with:

• Escalation options to help protect income against inflation.
• Dependants’ benefits such as spouse’s or partner’s income continuation.
• Guarantee periods that ensure income continues for a set time.
• Value Protection on all or a portion of the initial capital outlay.

In many ways, annuities in payment mirror the best features of the defined benefit (final salary) pensions we still view as the gold standard: stable, predictable, lifelong income.

‘Wealth care’ – and planning as a couple

With lower pension savings, women, are undoubtedly more exposed to financial dependency.

At Scottish Widows, we’re constantly encouraging women to prioritise their own wealth care to secure their long-term financial security.

A critical part of that is open, proactive discussions with partners about retirement finances. Because many couples build their wealth jointly – across pensions, savings, and property – retirement planning should also be planned jointly, so that both partners understand the income that will be available in retirement, consider dependants and intergenerational wealth transfer.

When thinking about annuities, taking time to consider dependants’ benefits really matters. It is one of the simplest ways to make sure no one is unintentionally left financially vulnerable later on.

Looking ahead

Modern annuities can give women a powerful mix of reliability, flexibility and long‑lasting value — exactly what is needed to navigate longer lives, often-smaller pension pots and the uncertainty of any market swings.

With a little wealth care and open planning with partners, women can build an income that protects them and their families. And truly, what better way to approach later life than with real confidence, clarity and security.

^Sources:

^{* https://www.ons.gov.uk/}

^{** Scottish Widows Women and Retirement Report 2025}

^{*** https://www.abi.org.uk/news/news-articles/2025/2/another-post-pension-freedoms-record-for-annuity-sales/}

In this new series, Warren O’Connell, Head of Business Development for Sourcing at Iress, sits down with some of the UK mortgage market’s movers and shakers to explore their perspectives, predictions, and personal passions driving the industry forward.

This time, Warren chats with Ash Borland, the sales and marketing coach and former mortgage broker who has built a reputation as one of the UK's top mortgage marketing experts.

So, Ash, are you ready for some Home Truths?

Tell us, what’s exciting you most about the UK mortgage market right now?

Honestly, brokers finally realising they are the brand. For years, we hid behind firms and introducers. Now, more advisers are showing their face, building an audience and owning their expertise. And it works. People don’t buy mortgages. They buy trust. The advisers who understand that are pulling ahead. The ones still hiding behind a logo are going to feel that gap widen.

Where do you see the biggest opportunities for brokers and intermediaries in the next 12 months?

Branding. Again. If that sounds repetitive, good, because most people still aren’t taking it seriously. The opportunity isn’t a new lender or a clever sourcing trick. It’s positioning yourself so clients choose you before they even enquire. If you’re competing on speed or price, you’re competing on things that technology will eventually do better and cheaper. If you’re competing on trust and depth, you’re playing a different game.

What’s one industry challenge that you think doesn’t get talked about enough?

Family Income Benefit. I still meet advisers who don’t lead with it, and I genuinely can’t understand why. If income stops, everything stops. That’s the foundation of financial security. Yet it’s barely discussed compared to other products. It’s not because advisers don’t care. It’s because the structure isn’t there. When the process is weak, the important conversations get skipped.

If you could wave a magic wand and change one thing about the mortgage process, what would it be?

I would stop separating mortgages and protection. They should be one conversation, not two. Right now, protection is technically discussed, but isn’t embedded. So it drifts. It becomes optional. It gets pushed to later. That isn’t a client issue. It’s a process issue. When protection is positioned properly, at submission and as part of completing the mortgage, outcomes improve for everyone.

What drives you personally in this industry? What keeps you motivated?

I like backing the small guy. There are plenty of voices talking about scale, exits and big teams. That isn’t my world. I’m interested in the independent adviser who wants to earn very well, serve properly and still have a life. I’ve seen single brokers outperform firms with multiple advisers, not because they hustle harder but because they operate better. That’s what keeps me motivated.

How do you see collaboration shaping the future of the mortgage space?

It’s going to stop being optional. Automation will take some of the mechanical work, that’s inevitable. So the human side becomes more important, not less. Brokers will need stronger relationships with each other, with professionals outside the industry and even with creators and influencers. Right now, collaboration is often about splits and transactions. In five years, it will be about staying relevant together.

Technology has made an enormous difference to the intermediary journey - where do you see the biggest gains still to be made?

Admin. This job has always been too admin-heavy. If technology genuinely reduces backend friction, advisers get their time back. That time should be spent having better conversations, not chasing paperwork. We’re not fully there yet. A lot of systems promise more than they deliver under pressure. But that’s where the real upside sits.

How does Iress fit into your strategy, and how do our tools and partnership help you deliver better for your customers?

From a broker perspective, tools like Xplan Mortgage help bring structure to what can otherwise feel messy. The advisers I work with who use it well see better efficiency and more control in their process. For me personally, Iress has also given me a platform. They’ve supported my voice and allowed me to represent independent advisers in bigger conversations. I respect that.

What does success look like for you - and for the industry - over the next five years?

For me, it isn’t scale. It’s adoption. More brokers building real brands. More embedding protection properly. More running structured businesses instead of chaotic ones. The industry doesn’t need to get bigger. It needs to get better.

Finally, if you could give one piece of advice to intermediaries navigating today’s market, what would it be?

Stop trying to win on things that can be automated. If your entire value proposition is speed or cost, you’re vulnerable. Slow down. Create depth. Make clients feel understood. Become the adviser they wouldn’t replace. The brokers who build something human will thrive. The ones who stay transactional will get squeezed.

Thank you Ash, for sharing your Home Truths.

At Iress, we have conversations like this every day and through industry meet-ups like our Mortgage Forum. By talking openly in this way, we can develop the right tools and technology to keep brokers and lenders ahead of the opportunities that exist in the mortgage market.

Look out for more Home Truths from our other friends and partners soon.

Would you like to be interviewed by Warren? Email him at warren.o’connell@iress.com

With rising living costs, homeowners face unprecedented financial pressure. This gives advisers an opportunity to reframe the mortgage protection conversation, writes Andy Philo, Strategic Partnerships Director for Vitality.

Unsurprisingly, recent Protection Viewpoint research from the Association of Mortgage Intermediaries (AMI) found that the ongoing economic outlook is weighing heavily on homeowners¹.

For most people with a mortgage, their home is both their biggest asset and their biggest liability. In recent years, rising living costs and mortgage rate volatility have added to the pressure. According to the AMI report, over half of mortgage holders are feeling a big emotional impact from the current economic environment when making financial decisions¹.

Given the challenging backdrop, comprehensive mortgage protection is more essential than ever, but concerningly millions of mortgage holders still lack an adequate financial safety-net.

Homeowners are lacking comprehensive cover

Talk to most people about mortgage protection and it is probably life insurance that immediately springs to their mind. This is reflected in market data, that consistently shows sales of life cover outstripping all other forms of protection.

Research by the HomeOwners Alliance and LifeSearch found that while 50% of homeowners had life insurance, just 20% had critical illness cover and only 16% had income protection²

The low uptake of income protection is especially concerning. Vitality research shows parents with a mortgage could only keep paying for 4.5 months if they lost their income³, and 46% of homeowners would struggle to meet mortgage payments within six months following a sudden loss of income due to illness or injury². Shockingly, over a third of mortgage holders have no protection cover at all!²

Rethinking what we mean by mortgage protection

As an industry, it is time to double down on our efforts to ensure more homeowners are protected. But it’s essential that we don’t just stop at protecting the mortgage debt and nothing more.

The overemphasis on life cover at the expense of other forms of protection is leading to a situation in which all that’s really being protected is the bank’s debt liability in the event of the mortgage holder dying.

Yet, premature death is the least likely risk during the mortgage term. Vitality’s Life Risk Calculator shows a 30-year-old female with a 25-year mortgage has just a 2% risk of death but a 46% risk of being unable to work for one month or more.

The FCA’s Consumer Duty makes it clear: advisers must deliver good outcomes and avoid foreseeable harm. That means recommending solutions that meet client needs, offer fair value, and help them achieve their financial objectives. Limiting cover to the mortgage debt repayment alone risks falling short of that standard.

A good outcome isn’t just about paying off a loan - it’s about ensuring clients can stay in their home, maintain their lifestyle, and recover without financial stress. It’s about thinking beyond just the debt and considering the long-term picture.

^{[1] a-m-i.org.uk/wp-content/uploads/2025/11/Protection-ViewpointThe-Next-Chapter.pdf}

^{[2] Bricks But No Backup: 2.3 Million UK Mortgage Holders Have No Financial Safety Net - HomeOwners Alliance}

^{[3] Vitality urge parents to think beyond mortgage and safeguard stability | Money Marketing}

A new nationally representative survey by Iress with YouGov and The Lang Cat has revealed how people across the UK are really feeling about their finances.

• 46% of UK adults say they feel financially secure.
• Only 11% meet the benchmarks of true financial security.
• The UK’s overall Financial Readiness score is 44.2 out of 100, placing the nation in the “financially uncertain” category.

These are the headline findings from the new Iress Financial Readiness Index - a nationally representative study conducted by YouGov among 2,103 UK adults, with independent analysis and benchmarking by The Lang Cat.

At a time defined by rising cost of living and economic uncertainty, the Index offers a clear, data-led measure of how prepared people actually are, not just how secure they feel. The findings highlight a clear gap between perceived and actual readiness.

What is financial readiness?

Financial readiness is a measure of a person’s ability to meet both current financial commitments and future financial needs with confidence and resilience.

It goes beyond income levels or savings balances. It reflects whether someone:

• Stays on top of bills consistently
• Holds adequate emergency savings
• Has appropriate insurance and protection
• Actively contributes to retirement planning
• Invests for long-term growth
• Feels in control of day-to-day finances

Understanding readiness offers insight into household priorities, pressures, and behavioural gaps, helping advisers and the wider financial services ecosystem better support UK adults at every stage of life.

About the Iress Financial Readiness Index

Iress commissioned the Financial Readiness Index to provide advisers with a data-led, holistic view of how UK consumers feel about their finances, how they behave in practice, and how ready they are for the future.

Key elements of the research include:

• Financial confidence and daily money habits
• Protection, home ownership, and retirement planning
• Nationally representative data across demographics
• Benchmarking to highlight gaps and barriers to financial security

The Index exposes a clear disconnect in the market: while 46% of adults believe they are financially secure, only 11% meet all benchmarks for true financial security.

Key Findings from the Iress Financial Readiness Index

Financial readiness across life stages

The Index show that financial readiness is not uniform across age groups:

• Younger adults: Focused on building savings, investing, and securing housing. Many are constrained by high rental costs and student debt.
• Mid-life households (35–44): Most financially exposed, balancing mortgages, childcare, and rising living costs. Readiness scores dip noticeably.
• Adults 55+: Higher resilience due to established savings, clearer retirement plans, and reduced housing costs, though retirement adequacy remains a concern.

Gender also plays a role: men report higher readiness than women, reflecting differences in confidence, savings behaviour, and long-term planning.

The confidence gap: perception vs reality

The Index highlights a clear gap between perceived and actual readiness:

• Nearly half feel financially secure
• Only 11% actually meet all readiness benchmarks
• 17% feel prepared to meet none of their financial needs

This gap shows that confidence alone does not equate to resilience, leaving many households vulnerable to shocks like unexpected bills, job changes, or health events.

Turning insights into action for UK financial advisers

The Index offers practical opportunities for financial advisers to turn insights into actionable strategies that support clients and comply with Consumer Duty.

1. Highlight the gap between perception and reality

Many clients believe they are secure, but only 11% meet all benchmarks. Advisers can use this to spark conversations and demonstrate value, supporting the Consumer Understanding outcome. Examples include newsletters, social posts, or client reviews.

2. Tailor messaging by life stage

Readiness varies by age. Mid-life clients (35–44) often feel most pressure. Life-stage-specific messaging improves relevance and helps clients understand products that meet evolving needs.

3. Build client confidence through planning

Only 37% of non-retired adults feel confident they will retire when they want. Advisers can use insights to strengthen retirement and financial planning conversations, reassuring clients and supporting confidence.

4. Engage clients early with education and tools

Many clients save but do not invest or lack protection. Webinars, guides, calculators, or the Financial Readiness Index itself can educate and encourage earlier, informed engagement.

5. Focus on key financial gaps

Protection, retirement, and home ownership gaps show where advice is most needed. Advisers can create content around life events such as buying a home or starting a family, helping clients access services that genuinely meet their needs.

Why it matters: By turning insights into action, UK advisers can bridge the gap between confidence and preparedness, enhancing client engagement, resilience, and regulatory compliance.

Why the Financial Readiness Index matters

The Index provides a credible, data-led benchmark for financial security in the UK. It highlights:

• National trends in confidence and preparedness
• Behavioural gaps in savings, protection and retirement planning
• Opportunities for advisers and the financial services sector to add meaningful value

In a time of economic uncertainty, the Index encourages better-informed decisions, proactive planning, and stronger household resilience.

In this new series, Warren O’Connell, Head of Business Development for Sourcing at Iress, sits down with some of the UK mortgage market’s movers and shakers to explore their perspectives, predictions, and personal passions driving the industry forward.

This time, Warren chats with Jinesh Vohra, CEO at Sprive, the mortgage overpayment app on a mission to help homeowners become debt-free faster just by doing their everyday shopping.

So, Jinesh, are you ready for some Home Truths?

Tell us, what’s exciting you most about the UK mortgage market right now?

After years of very little innovation, it finally feels like we’re at a turning point. We’re seeing genuine momentum behind solutions that meaningfully improve the customer experience. Technology and AI are beginning to unlock opportunities around personalisation, efficiency, and customer engagement that simply didn’t exist before. Products like Sprive are scaling fast, lenders are becoming more open to digital partnerships, and there’s a real appetite for change. For the first time in a long time, it feels like the industry is moving from reactive problem-solving to proactively designing better journeys for homeowners.

Where do you see the biggest opportunities for brokers and intermediaries in the next 12 months?

The biggest opportunity lies in transforming how brokers engage with customers. Traditionally, the relationship has been very transactional and largely limited to once every two to five years. In a world of rapid innovation, rising competition, and AI-driven alternatives, that model simply isn’t enough. The brokers who win will be the ones who stay close to customers year-round, use data intelligently to add ongoing value, and embrace technology to streamline admin-heavy tasks. Tools that help with lead generation, pre-assessment, and sourcing will create huge competitive advantage. Customers increasingly expect digital-first experiences, so brokers who modernise their journey will be in a stronger position.

What’s one industry challenge that you think doesn’t get talked about enough?

We don’t talk enough about the long-term structural risks building up in the market. More people are borrowing more money over much longer terms, simply because house prices are rising far faster than salaries. Millions are now projected to carry a mortgage well into their 60s and 70s. Combine that with higher interest rates, the cost-of-living crisis, and uncertainty around the impact AI will have on the job market, and you have a real societal issue.

If we don’t help homeowners get ahead of their mortgage burden, we risk seeing rising defaults, greater financial insecurity later in life, and a generation without enough retirement resilience.

If you could wave a magic wand and change one thing about the mortgage process, what would it be?

I’d enable customers to digitally remortgage for straightforward cases in the same seamless way they can complete a product transfer today. No endless form-filling, no painful back-and-forth, and far less manual underwriting. Giving advisors modern, digital tools to execute vanilla remortgages quickly would dramatically improve the experience for everyone involved.

What drives you personally in this industry? What keeps you motivated?

I’m motivated by a very simple mission: helping homeowners take control of their mortgage and reduce the amount of interest they pay over their lifetime. Debt weighs heavily on people. It affects family life, finances, well-being, and long-term security. Knowing that Sprive can help people become mortgage-free faster, save eye-watering amounts of interest, and put themselves in a better position for the future is what fuels me every day. We’re not just helping people secure a mortgage; we’re helping them manage it responsibly for decades to come.

How do you see collaboration shaping the future of the mortgage space?

The future will be shaped by collaboration between lenders, brokers, technologists, and consumer-focused platforms. Customers will expect more control, more transparency, and more digital experiences, and no single part of the industry can deliver that alone. Partnerships between lenders and fintechs will be essential in modernising processes, improving affordability assessments, and giving customers a continuous journey from day one of their mortgage through to the day they pay it off.

Technology has made an enormous difference to the intermediary journey - where do you see the biggest gains still to be made?

The largest gains will come from reducing friction in the application process. Advisors still spend huge amounts of time collecting documents, sourcing data, validating information, and dealing with manual processes. Automating data flows such as income verification, property data, affordability checks, digital ID will free advisors to focus on the human part of the job. AI will also play a much greater role in helping customers shop smarter, complete tasks faster, and get clearer guidance earlier in their journey.

How does Iress fit into your strategy, and how do our tools and partnership help you deliver better for your customers?

Iress has been a key partner from day one. Sprive would likely not exist in its current form without its technology. Their sourcing tools help us power personalised, real-time mortgage insights for every customer. That means homeowners stay informed, understand their options, and have more control over their mortgage journey. The combination of Iress’ data and our mission-led platform allows us to support homeowners not just at the point of advice, but every single day as they work to reduce their mortgage faster.

What does success look like for you - and for the industry - over the next five years?

For Sprive, success means becoming the go-to platform for homeowners who want to pay off their mortgage faster and manage it more intelligently. It means helping millions of people save interest, reduce their debt, and avoid the long-term risks we’re seeing build up in the market. For the industry, success means better outcomes for customers: more transparency, more digital journeys, faster processes, and stronger long-term mortgage resilience.

Finally, if you could give one piece of advice to intermediaries navigating today’s market, what would it be?

Expect change that will likely happen over the next 5 years and embrace it. For years, tech players struggled to break in, but it’s naive to think the industry will stay the same forever. Lenders are making significant tech investments, AI is accelerating fast, and customers expect modern experiences. Stay close to your customers, diversify the value you bring, adopt new tools early, and keep an open mind to innovation. The firms that adapt will thrive; those that don’t will fall behind.

Thank you Jinesh, for sharing your Home Truths.

At Iress, we have conversations like this every day and through industry meet-ups like our Mortgage Forum. By talking openly in this way, we can develop the right tools and technology to keep brokers and lenders ahead of the opportunities that exist in the mortgage market.

Look out for more Home Truths from our other friends and partners soon.

Would you like to be interviewed by Warren? Email him at warren.o’connell@iress.com

In this new series, Warren O’Connell, Head of Business Development for Sourcing at Iress, sits down with some of the UK mortgage market’s movers and shakers to explore their perspectives, predictions, and personal passions driving the industry forward.

This time, Warren chats with Lottie Dougill, Head of Home Finance Distribution at Gatehouse Bank, the Shariah-compliant, responsible UK challenger bank.

So, Lottie, are you ready for some Home Truths?

Tell us, what’s exciting you most about the UK mortgage market right now?

It’s encouraging to see the growth of alternative finance types as customers look beyond conventional financial providers to find the best fit for their specific needs. This is providing an increase in healthy competition within the market and placing the power with customers, making this an exciting time for product innovation and more specialised service options. As we are seeing at Gatehouse Bank, many are attracted by organisations that are offering a wider and more innovative product offering than has previously been available. This can be especially helpful for customers with more complex cases or niche requirements, as well as those residing overseas.

Where do you see the biggest opportunities for brokers and intermediaries in the next 12 months?

With ESG considerations becoming increasingly important, the rise of ethical finance will continue to pose a big opportunity in the next year and beyond. As a Shariah-compliant Bank which sees being a responsible and sustainable provider as the guiding principle behind our operations, this is something we are particularly interested in. For consumers, there is considerable demand for ethical and sustainable financial products, with Islamic finance providing a credible alternative to conventional forms of finance. This is evidenced by our Islamic and Ethical Finance Consumer Report, where over half (55%) of Muslims said they would pay a higher rate for a green finance product. Previous research we conducted also highlights this desire within the home finance sector, specifically, where almost half (45%) of UK homebuyers would consider using an ethical finance provider that follows Islamic principles. It will become increasingly important for brokers to have an understanding of alternative finance types which are more ethical in nature, such as Shariah-compliant finance, to ensure they are best able to serve the changing needs of customers and take advantage of the wealth of opportunities this is likely to offer.

What’s one industry challenge that you think doesn’t get talked about enough?

At Gatehouse Bank, we work with many brokers and customers who are based overseas and the lack of standardised global compliance frameworks in place, which includes the documentation required to secure finance, can be a challenge in some cases. We know that our BDMs have the knowledge and expertise to provide guidance on this and ensure the process of securing the home finance required is as smooth as possible, but the lack of standardisation is confusing to some, especially if it is a complex income case that may require a more nuanced approach.

If you could wave a magic wand and change one thing about the mortgage process, what would it be?

While it is so important for all the necessary legal checks and compliance procedures to be carried out, especially when it comes to anti-fraud measures, the current process for doing these can often delay completions by weeks or months. I would like to see an automated, more standardised approach introduced. This would be effective in reducing turnaround times, enabling providers to release funds quicker and, most importantly, improve customer satisfaction.

What drives you personally in this industry? What keeps you motivated?

It is incredibly rewarding to help people become homeowners and to create solutions for brokers which ultimately help their customers to achieve their goals too. Strong professional relationships built on trust are key within this industry and I thrive on creating strategic partnerships that will benefit all involved, including customers, developers and brokers.

How do you see collaboration shaping the future of the mortgage space?

An environment which encourages global collaboration between UK providers like Gatehouse Bank and overseas introducers and developers is a key driver for future growth. With many UK expats and international residents seeking to invest in the UK property market, it is only through working closely with overseas partners that we can enable and support them to achieve their property ownership goals.

Technology has made an enormous difference to the intermediary journey – where do you see the biggest gains still to be made?

The introduction of collaborative data models between UK and overseas credit reference agencies would be a game changer. This would do a great deal to support international customers, particularly in complex income cases.

How does Iress fit into your strategy, and how do our tools and partnership help you deliver better for your customers?

As the industry, and the financial services sector as a whole, moves further toward digital transformation, having a robust technology partner is a key factor in being able to deliver our product proposition. It allows us to enhance broker connectivity and widen distribution which, ultimately, supports our strategic growth.

What does success look like for you – and for the industry – over the next five years?

The Islamic finance sector has been rising in popularity as an alternative finance type over the last few years, resulting in it becoming one of the fastest growing sectors in financial services globally. While it is great to see more people looking outside of conventional finance for the products and services that best suit their needs, more can be done to help this sector reach its full potential. Success for me, will involve providers of Islamic finance and brokers working together to increase knowledge and awareness of the options available to those seeking Islamic property finance while also working to remove barriers and lingering misconceptions which may be holding people back from seeing it as a viable option. An enhanced familiarity with Islamic finance will not only help brokers to cater to the diverse nature of the UK market, which includes four million Muslims but will also encourage further investment from international investors seeking property within the UK.

Finally, if you could give one piece of advice to intermediaries navigating today’s market, what would it be?

Building on what I’ve already said, I would encourage brokers and intermediaries to embrace the potential of alternative property finance types, including Islamic finance, through increasing their knowledge of the key differences and how to offer it as a viable option to their clients. At Gatehouse Bank, our Business Development Managers offer training and development dedicated to ensuring that different ways of financing home ownership and investment properties are not overlooked and we are happy to support anyone who may want to learn more about how the sector. As the home finance market continues to change and develop, having an understanding of alternative finance will help intermediaries to tap into new markets and continue to provide the best service to their clients.

Thank you Lottie, for sharing your Home Truths.

At Iress, we have conversations like this every day and through industry meet-ups like our Mortgage Forum. By talking openly in this way, we can develop the right tools and technology to keep brokers and lenders ahead of the opportunities that exist in the mortgage market.

Look out for more Home Truths from our other friends and partners soon.

Would you like to be interviewed by Warren? Email him at warren.o’connell@iress.com

Wow, what a year it's been! We set new records, built smarter tech and helped secure more people's futures than ever before.

From processing the equivalent of one mortgage quote for every person in Britain, to securing a 10-year high in protection applications, together with our clients and partners, we've made an impact.

Join us for a look back at a record-breaking year of innovation, collaboration and growth across Protection, Retirement and Mortgages in Sourcing 2025 Wrapped.

As we wrap up another year, my second as MD for Sourcing, I want to thank you for your loyalty and partnership - we couldn't do this without you!

Jennifer Rafferty - Managing Director - Sourcing

For many aspiring homeowners, the journey to buying a first home can feel less like an exciting milestone and more like a marathon they never signed up for. With property prices remaining high and rents continuing to rise, many first-time buyers are finding it difficult to save for a deposit – especially when rent could cost more than a mortgage payment.

At Skipton we think it’s time the market and lenders adapted. We have a mindset that looks beyond a ‘typical’ buyer and we could work together to help make the first step onto the housing ladder feel possible for more people.

Understanding the challenge

In partnership with Oxford Economics, we launched the third edition of our Skipton Group Home Affordability Index to delve deep into the first-time buyer housing crisis. And the results are hard to ignore:

• Around five million adults are still living with their parents in Great Britain^**.
• 98% of adults living with their parents are unable to afford the average first-time buyer homes in their local area based on their financial situation^*.

It’s a wake-up call, and one we’re taking directly to policymakers. We’re pushing for sector-wide collaboration to unlock homeownership for a trapped generation. We want to see:

• Reforms made to property taxes to remove the burden on first-time buyers. We believe this could make a significant difference to improving the flow of the housing market. A healthy market relies on free movement: older owners downsizing, families upsizing and - of course - first-time buyers getting on the ladder. Policy should encourage that flow, not restrict it.
• Reforms to Lifetime ISAs and Cash ISAs. Both have acted as a valuable tool for many to save for a deposit, but we need to see reform from the government to meet the challenges of today and for the future.

We’re not just here to highlight the problem. We'd like to help fix it too. Over the past two years, we’ve launched a range of first-time buyer products designed to help you remove barriers and open doors for your clients. Products to help with affordability, low deposit cases and more.

Skip to hope - a new era for first-time buyers

Everyone deserves a place to call home, and together, we could help more people get there.

By thinking beyond standard lending approach and using these tools creatively, together we could find a route to ownership even for clients who might otherwise struggle. It’s about taking a flexible, common-sense approach that works in real life.

Helping people into homes has been part of who we are since 1853. Today, our purpose continues, and we’re determined to lower the ladder for the next generation of homeowners.

^{**Office for National Statistics (2021)}

^{*Skipton Group Home Affordability Index 2025}

^{For intermediary use only.}

^{Please read the following information carefully. If you do not agree or understand any part please do not use the Skipton Group Home Affordability Index, or act or omit to act in consequence of it.}

^{The Skipton Group Home Affordability Index is not a benchmark for the purposes of UK Benchmark Regulation, nor for the purposes of any other legislation or regulation. The Skipton Group Home Affordability Index is produced for information purposes only and must not be used or relied upon for commercial purposes, including as a reference for:}

• ^{determining an amount payable under a financial instrument or a financial contract;}
• ^{determining the value of a financial instrument; or}
• ^{measuring the performance of an investment fund with the purpose of:}
• ^{tracking the return of such index; or}
• ^{defining the asset allocation of a portfolio; or}
• ^{computing the performance fees.}

^{It must not be used for any decisions and/or advice.}

In this new straight-talking series, Warren O’Connell, Head of Business Development for Sourcing at Iress, sits down with some of the UK mortgage market’s movers and shakers to explore their perspectives, predictions, and personal passions driving the industry forward.

This time, Warren speaks with Zara Bray, Distribution Director at one of the UK's largest Mortgage and Protection Networks, Quilter Financial Planning. Quilter has been an Iress client for over 10 years. Their advisers use our Xplan Mortgage software to efficiently and easily source and apply for mortgage and protection products. So what Home Truths does she have to share? Let's find out.

Zara, tell us, what’s exciting you most about the UK mortgage market right now?

What excites me at the moment is that advisers are right at the centre of helping people rebuild confidence after a very turbulent couple of years. The demand for good advice hasn’t gone away; if anything, it’s strengthened. Customers are coming back to their advisers earlier in the process, asking more questions, and wanting ongoing support rather than one-off transactional help. The lenders are innovating again, too, which is refreshing after a period of pricing volatility when product development took a back seat. There’s plenty for advisers to get excited about.

Where do you see the biggest opportunities for brokers and intermediaries in the next 12 months?

This year is a massive refinance cycle, and that gives advisers a golden opportunity to re-establish relationships and check whether a customer’s protection and wider financial needs are still being met. Affordability has improved in recent months, but this news hasn’t necessarily reached the customers that could benefit from these changes, so clients need an adviser who can build awareness, navigate the nuances of lender policy and help them plan sensibly for the long term, especially with inflation still influencing budgets. That advisory guidance is priceless. We’re also seeing rising demand in later-life lending, self-employed and contractor spaces, and green/energy-efficiency improvements. Advisers who skill up in these areas now will be ahead of the curve.

What’s one industry challenge that you think doesn’t get talked about enough?

The shrinking pool of advisers. I’m passionate about quality advice being accessible to everyone, but unless we bring new people into the profession, that simply won’t be possible. It takes time, money and structured support for a firm to grow its talent pipeline, and many advisers who would make brilliant mentors are already stretched. That’s why at Quilter, we’re actively sponsoring individuals through their CeMAP and supporting firms to build sustainable businesses and rewarding careers.

If you could wave a magic wand and change one thing about the mortgage process, what would it be?

I’d create a simpler, more joined-up journey for customers. Too many clients still feel the process is opaque, and advisers end up carrying the emotional load of explaining every delay or document request. We’ve come a long way with technology at the advice stage, but the processes that follow for house buyers are slow and clunky. With better connectivity between lenders, advisers and partners end-to-end, we could reduce friction dramatically. Anything that gets customers in their homes sooner and frees advisers to spend more time giving advice is a win in my book.

What drives you personally in this industry? What keeps you motivated?

I’ve been in distribution roles for over 20 years, and the one constant is my belief in the power of good advice. It changes lives. I also love helping people reach their potential, whether that’s advisers growing their businesses or colleagues stepping into new roles they never thought they’d be capable of. What keeps me motivated is the pace of the market. There’s always something new to tackl,e and no two days are ever the same. Ultimately, I want our advisers to feel supported and proud to be part of Quilter.

How do you see collaboration shaping the future of the mortgage space?

Collaboration is everything. Consumer Duty has encouraged firms, networks and lenders to work together more closely on outcomes, and that’s been a good thing. Advisers increasingly want partners who help them run better businesses. Our role as a network is to do the heavy lifting on compliance, technology and proposition so firms can focus on the relationships that matter. When everyone plays to their strengths, the whole sector moves forward. I’ve personally gained so much from being on the AMI Board; the work they do is a shining example of collaboration in our industry.

Technology has made an enormous difference to the intermediary journey – where do you see the biggest gains still to be made?

The biggest gains will come from automation in the background, the bits advisers don’t see but really feel. Faster decisioning, cleaner data flows, fewer repetitive admin loops. Tech should enable advisers, not replace them. When used well, it gives them more time with clients, allows more informed conversations, and lets them build a more holistic view of a customer’s needs. We’re investing heavily in this space because it’s key to staying relevant in a more complex advice landscape.

How does Iress fit into your strategy, and how do our tools and partnership help you deliver better for your customers?

Technology underpins everything we’re building. Advisers need tools that are intuitive, integrated, and actually remove friction. Our focus is on modernising the adviser experience and ensuring that, whether it’s sourcing, suitability, protection or case progression, our systems help advisers deliver the kind of consistent, compliant and human-centred service customers expect. When advisers feel confident in the tools they’re using, it frees them up to give much more value to customers.

What does success look like for you – and for the industry – over the next five years?

For me, success is a thriving, growing mortgage network where advisers feel supported, valued and excited about the future. I want Quilter to be recognised not just as a wealth brand, but as a force in mortgages and protection. For the industry, success means more advisers entering the profession, greater diversity of thought and background, and continued innovation from lenders. We can’t afford to stagnate; customers’ needs are becoming more complex, and the industry must evolve with them.

Finally, if you could give one piece of advice to intermediaries navigating today’s market, what would it be?

The only thing you can be sure of is that change is coming. The FCA has a 5-year strategy for our sector and technology, and AI is evolving faster than we’ve ever seen before, so my advice is to prepare yourself, your business and your customers for change. Agility and adaptability will be key strengths of our successful intermediaries and the businesses that rely on them to trade.

And don’t forget protection, now more than ever, customers need guidance on securing their family’s future.

At Iress, we have conversations like this every day and through industry meet-ups like our Mortgage Forum. By talking openly in this way, we can develop the right tools and technology to keep brokers and lenders ahead of the opportunities that exist in the mortgage market.

Look out for more Home Truths from our other friends and partners soon.

Would you like to be interviewed by Warren? Email him at warren.o’connell@iress.com

The world of work has changed significantly this decade. The pandemic not only highlighted that it’s possible to work in different ways but also provided a catalyst for people to really think about what work they are doing and why.

LinkedIn data shows one third of UK professionals would accept a pay cut for a role that had greater purpose^[1]. This figure rises to almost half of those in Gen Z.

Work is no longer just about the monthly pay cheque, although that is still important. It has a much larger impact on how we see ourselves and how others see us.

Feeling what you do is worthwhile and that it makes a positive difference is vital to the youngest members of the workforce. 89% of Gen Z workers and 92% of Millennial workers consider a sense of purpose to be important to their job satisfaction and wellbeing^[2].

Our recent survey with 2,420 working people supports this shift in attitudes. 70% of respondents said they take a lot of pride in the job or work they do, with more than a third (35%) strongly agreeing with this statement.

Interestingly, it isn’t just younger workers who say they take pride in their work. 72% of respondents who are Boomers – those aged between 60 and 78 – agreed with this statement, the same percentage as respondents who are Millennials.

For many, work has a fair wider remit than providing money to live on. It provides value and purpose which people can be proud of. If they are unable to work through illness or injury for weeks or even months, they are not just losing out financially, their confidence and self-worth can also be severely affected.

The pandemic not only changed how work is viewed, but it also showed that anyone can get ill at any time. Our survey last year with 2,000 UK adults underlines this. Over a quarter of respondents (27%) said they had taken a month or more off work due to illness during their working lives. The average time these people had spent off sick was four and a half months. Nearly a quarter (23%) had taken six months or more off work, a substantial time to be away from their usual roles and being able to contribute to society.

Our research highlighted taking a month or more off work is far from unusual. This is most likely to be the result of an accident or a common complaint, such as back pain, which can afflict anyone. Even just a few weeks off work can begin to dent confidence and erode good mental health.

The support services offered through income protection such as 24/7 GP virtual services or mental health counselling, can be hugely valuable, offering help straightaway that can mitigate the self-doubt which can take over when you are unable to do that thing that partially defines you.

Just talking about the financial benefits of income protection misses the point. It does so much more than pay your bills. It supports you in getting back to the life that you had, helping you do the things that give you pride and satisfaction. The added value services are an integral part of the proposition and should be a primary part of any conversation, not an afterthought.

^{[1] The Big Shift: What UK Workers Really Want In 2025 | Forward Role}

^{[2] Deloitte Global Gen Z and Millennial Survey 2025}