In an industry built on trust and transparency, mortgage brokers can’t afford to overlook digital accessibility. Yet many mortgage portals remain hard to navigate for people with disabilities — a problem that’s more than just a design flaw. It is a missed opportunity, a potential compliance risk, and a barrier to business growth.
ACCESSIBILITY IS NO LONGER AN OPTION
Mortgage portals are now central to the home-buying process. These secure platforms allow clients to upload documents, track application progress, and communicate with brokers. But if they’re not built with accessibility in mind, they exclude people with vision, hearing, cognitive, or motor impairments — a significant portion of the population.
Accessibility features like adjustable font sizes, descriptive alt text for images, keyboard-friendly navigation, and clear content structure aren’t just “nice to have.” They’re essential. They improve usability for all clients, not just those with disabilities. And in a competitive market, brokers who offer a smooth, inclusive digital experience gain a clear edge.
THE BUSINESS CASE FOR ACCESSIBLE PORTALS
An accessible portal does more than check a compliance box — it builds trust. When clients can clearly see where they are in the mortgage process, upload documents easily, and receive timely updates, it reduces friction. That transparency creates stronger client relationships and improves satisfaction.
It also sets brokers apart. Accessibility demonstrates a commitment to serving all clients, broadening your market and boosting your reputation. It says: “We care about user experience, not just functionality.”
LEGAL AND ETHICAL OBLIGATIONS
Beyond user experience, accessibility is increasingly a legal requirement. Brokers should ensure their portals meet recognised standards such as the Web Content Accessibility Guidelines (WCAG). Aiming for AA compliance ensures a high level of usability while mitigating legal risks.
Regulators are paying more attention, and lawsuits over digital accessibility are rising. But this isn’t just about avoiding penalties — it’s about doing the right thing. Offering equal access is part of being a responsible, modern business.
WHAT MAKES A PORTAL ACCESSIBLE?
What makes a portal accessible? An accessible mortgage portal includes several key features designed to ensure usability for all clients. These include alternative text for images, allowing screen readers to convey visual information; adjustable font sizes to support users with low vision; and a logical page structure using proper headings and semantic HTML to help users navigate content easily. Effective accessibility also relies on keyboard-friendly navigation and descriptive link text, enabling users to move through the portal without a mouse. Videos should include captions for clients with hearing impairments, and all content must maintain high colour contrast between text and background to enhance readability. These elements not only support clients with disabilities but also improve the user experience across the board — and they’re increasingly seen as baseline expectations in any professional digital service.
THE BOTTOM LINE
Accessibility is no longer a niche concern — it’s a business imperative. Mortgage brokers who invest in accessible portals not only meet legal standards but also win on service quality, client retention, and brand credibility. In a market where trust and communication matter more than ever, accessibility is one of the smartest investments a broker can make.
Matt Harrison is commercial director at Finova Broker
