Mortgage brokers remain exasperated by protracted transaction times and a lack of transparency in the homebuying process, according to new industry research from Optimus, part of Landmark Information Group.
However, the findings also point to a growing sense of optimism about the role of data, automation and artificial intelligence in transforming the sector.
The latest annual survey, published this month, found that 44% of brokers still cite lengthy transaction times as their greatest professional frustration, while 35% said lack of visibility into transaction progress was a concern – almost double the 18% who said the same last year.
Other prominent worries included regulatory pressures (37%) and increasing workload volumes amid insufficient resourcing (28%).
Despite these operational strains, the mood is not universally downbeat. The research shows increasing confidence that technology will offer relief. A clear majority of respondents (55%) believe that greater access to data and automation earlier in the process would accelerate transactions.
Nearly half (49%) said it would improve the customer experience, and 45% said it would bring greater transparency.
The growing appetite for technological solutions is underscored by brokers’ future-facing expectations. A striking 83% anticipate a significant rise in the adoption of AI-driven tools to boost business efficiency within five years, with an equal share expecting automation to take on more administrative burdens.
This would, they say, allow brokers to focus on higher-value, revenue-generating tasks – a notable increase from 69% in 2024.
The report, based on survey responses from brokers across the UK, also highlights a shift in business priorities since 2023. Then, the overwhelming focus was on acquiring new clients, with 70% citing it as their number-one priority.
In 2025, by contrast, employee wellbeing has taken centre stage, now ranking as the top priority for 43% of brokers, up from 22% two years ago.
This evolution comes against the backdrop of a cautiously resilient market. While 67% of brokers said they were moderately or seriously concerned about the economic climate’s potential impact on the property sector, 66% nonetheless reported improved turnover in the past year – up from 52% in 2024.
Yet the path ahead is not without complexity. Brokers are juggling an average of 4.1 different technology systems per transaction – a figure that has risen from 3.5 in 2023 – with nearly four in 10 using five or more platforms for each case. That level of fragmentation has fuelled calls for greater integration and smarter automation.
The challenge of managing these competing systems and demands is taking its toll. Nearly one-third of brokers (29%) now say they struggle to prioritise their workload – almost double the 15% who expressed that concern in 2024.
Lee Riche, commercial director at Optimus, said the findings reflect an industry that is adapting but still hindered by legacy inefficiencies. “The report signals a clear message: while the industry is resilient and adaptable, fragmented processes and shifting market conditions require a united push for a streamlined solution to future-proof operations and sustain growth,” he said.
“A data-led approach is essential to building a more transparent, efficient, and sustainable future for the industry. By prioritising these core elements, Optimus supports clients to ensure their customers receive the best experience during a property transaction.”
The survey also identified the areas where brokers are actively seeking to improve efficiency and reduce costs. Top priorities include wellbeing initiatives (43%), expanding services (42%), smarter workload allocation (38%), greater digitisation (37%) and enhanced training (36%).
