The mortgage industry is making measurable progress in addressing the mental health of its workforce according to the Mental Health & Wellbeing Survey 2025 from the Mortgage Industry Mental Health Charter (MIMHC).
The latest findings show that awareness and provision of workplace support have improved, professional contentment has rebounded and work-life balance indicators are beginning to stabilise after a volatile 2024.
Yet the data reveals persistent challenges, with around one in five colleagues still reporting mental health that is poor or of concern.
The Charter, which has more than 130 signatory firms representing over 20,000 employees, described the picture as one of “green shoots” but warned that progress must be protected and scaled.
LONG HOURS CULTURE
Long working weeks remain a hallmark of the sector, although there are signs of easing. The proportion of staff working more than 45 hours a week has dipped from 62% in 2024 to 59% this year but almost one in 10 respondents reported working beyond 60 hours.
Scott Howitt, sales director at Chartwell Mortgage Services, said: “As an industry we pride ourselves on delivering exceptional service, but the survey highlights the hidden cost of that commitment.
“While most respondents work 45–60 hours a week, the rise in those working over 60 hours is concerning. In such a fast-paced, ever-changing market, long hours can quickly tip into burnout. Firms must be more proactive in helping colleagues manage workloads, set boundaries, and protect recovery time if we want to sustain both wellbeing and performance.”
Sleep and recovery remain a key concern. Only a minority report getting “enough sleep” on five or more nights a week, suggesting that exhaustion and fatigue are still widespread.
PROFESSIONAL SATISFACTION
Career contentment shows a marked rebound from 2024 lows. This year, 20% of respondents said they “love what I do and my career is progressing well,” up from 13% a year ago, while the proportion feeling “pretty disillusioned” fell from 19% to 14%.
Nicola Firth, founder and chief executive of Knowledge Bank, said: “Last year, nearly one in four respondents felt disillusioned or close to burnout.
“This year’s data shows improvement – more people say they love their work and fewer are disillusioned. That’s progress, but the story is still nuanced: the majority sit somewhere in the middle, feeling only moderately happy.
“This suggests passion for the profession remains strong, but the structures around it don’t always allow people to thrive. We must act on these signals by addressing pressure points and enabling greater fulfilment across the sector.”
RELATIONSHIPS ARE KEY
Relationships remain central to wellbeing. Respondents most frequently cited close personal connections as the foundation of their health, alongside financial independence, adequate sleep, and fitness.
Rob Stanton, sales and distribution director at LandBay, said: “The results are striking in their consistency.
“Relationships with loved ones remain the strongest foundation for wellbeing, while financial independence continues to provide reassurance. What stands out this year is the growing value placed on a fulfilling career – a reminder that purpose and satisfaction at work are central to overall wellbeing.
“Employers should create environments that support growth, respect personal time, and maintain open communication, so people can balance professional ambition with the relationships and stability that underpin true health and happiness.”
STRESS DRIVERS REMAIN INTENSE
While macroeconomic conditions were again the single largest stress driver (27%), client demands (21%) and the burden of keeping up with constant rate changes (14%) were also key pressures.
Almost half of respondents identified the final quarter of 2024 as the most stressful period of the year, reflecting seasonal workloads combined with volatile market conditions.
William Lloyd-Hayward, group chief operating officer at BrightStar, said: “The survey shows that outside of macroeconomic pressures, the biggest stress drivers come from within firms themselves: workload pressure, poor change management, and weak lender or solicitor service.
“These are issues businesses can influence directly. Leaders must reflect honestly on their own processes and create more open cultures where people feel safe to share everyday pressures. By addressing these practical and cultural factors, firms can relieve significant stress and help colleagues focus on serving customers well.”
WORK-LIFE BALANCE
The proportion of staff saying their work-life balance had worsened over the past year fell from 39% in 2024 to 29% in 2025, while 34% reported some level of improvement.
Jason Berry, group sales director at Crystal Specialist Finance, said: “The 2025 results show a modest improvement in work/life balance compared to 2024, yet the underlying picture is still troubling.
“Despite more people working hybrid or from home, too many colleagues report worsening balance and mental health pressures.
“Flexibility alone is not enough – without strong cultural support, clearer boundaries, and practical workload management, remote and hybrid working can just as easily blur the lines further. Employers must be vigilant in ensuring flexibility truly enhances wellbeing, rather than masking new forms of imbalance.”
STEPPING UP SUPPORT
Employer participation in mental health and wellbeing initiatives rose from 52% last year to 70% in 2025. Almost half of respondents (47%) said workplace provision had improved, up from 32%.
Martin Reynolds, chief executive at SimplyBiz Mortgages, said: “After a disappointing drop in 2024, it is encouraging to see workplace participation in mental health and wellbeing initiatives rebound in 2025.
“Equally positive is the fall in the ‘don’t know’ responses – a sign that more firms are not only providing support but also ensuring staff are aware of it.
“Across the industry, we’re seeing more open conversations, more initiatives, and a greater sense of shared responsibility for wellbeing. The challenge now is to keep this momentum going and reduce the ‘don’t know’ figure further, so every employee feels informed and supported.”
HYBRID NOW THE DEFAULT
Hybrid working is now the most common arrangement in the sector, adopted by 51% of respondents compared with 42% in 2024. The share of full-time office workers has dropped to 16%, while one-third remain permanently home-based.
Andrew Montlake, managing director of Corecor, said: “Hybrid working has now become the norm, but the assumption that flexibility automatically equals better balance is flawed.
“For some, hybrid brings the best of both worlds; for others, it creates isolation, disconnection, and inefficiency.
“The real question is not whether hybrid has ‘won,’ but whether it is working for people’s mental health. Employers need to be intentional: regular check-ins, proper team gatherings, visible mental health support, and trained first aiders all matter.
“Flexibility without structure risks complacency. To make hybrid work, we must evolve our mental health approach alongside evolving work patterns.”
The MIMHC said the sector should now double down on practical measures, from making sleep and recovery an explicit management priority to providing proactive support for the one in five workers whose mental health is at risk.
Read the report as an online flipbook here
