Smart Money People has relaunched its vulnerability-focused research into the UK mortgage market, expanding its remit to include for the first time a dedicated survey for lenders.
The initiative, which previously focused solely on brokers, aims to understand how vulnerable customers are supported across the mortgage journey — and how disclosures are acted upon inside lender organisations.
The expanded research comes on the back of last year’s report conducted in partnership with Newcastle Building Society. That study revealed widespread broker uncertainty over how and where to disclose vulnerability, despite encountering such customers regularly.
The findings prompted the development of an industry-wide “route of disclosure” guide, which has since gained significant traction across both intermediary and lender networks.
This year’s broker survey is backed once again by a broad coalition of firms, including lenders such as Nationwide, Santander and Metro Bank, and intermediaries including London & Country, Coreco and Alexander Hall.
The new lender-focused strand of the research extends the scope of enquiry to encompass business development managers, underwriters, helpdesk and service staff, and senior leadership.
Newcastle Building Society, HSBC, Nottingham and Shawbrook are among the participating lenders, in a move designed to build a more complete understanding of how lender operations respond when brokers flag vulnerability.
The impact of last year’s study has already been tangible, the firm says. A 46-lender “route of disclosure” guide is now embedded within the Mortgage Broker Tools vulnerable customer disclosure database, creating a central resource for brokers seeking clarity on how to alert lenders to potential concerns.
The lender collaboration group, led by Michelle Ash at Newcastle Building Society, has grown from 24 to 38 members over the past year, signalling growing commitment to consistent standards and processes in vulnerability management.
Jess Trueman, head of business development at Smart Money People, said: “Brokers tell us they want clarity and consistency when they need to flag that a customer may be vulnerable. And for lenders, they need these flags shared with the right teams, quickly.
“By bringing broker and lender perspectives together in one research programme, we can see where the gaps are and where good practice is already making a difference.
“Vulnerability affects every part of the market, and this is a real opportunity to shape how we collectively support customers who need us most.”
