The importance of advice

12 Dec 2019

As we approach a new year, my feeling is that there is a lot to be positive about, certainly from a mortgage intermediary perspective.

Putting aside the political situation, and looking purely at our market, it’s plain that with three-quarters of all mortgages currently being intermediated, we are in a strong position.

Yet, part of me also believes that the other quarter of transactions which do not go through the intermediary channel are not necessarily out of reach for advisers, even if there may be a belief that our market share has plateaued.

However, notwithstanding my optimism the fact of the matter is that a significant number of potential and existing borrowers still walk into their bank branch, or phone them up, or merely take the mortgage proffered to them, and don’t visit a mortgage adviser at all.

There are further threats to disintermediation, notably the rise – with technology at its centre, of price comparison websites (PCW).

With some direct to consumer lenders doing deals with these PCW’s my belief is that the price-led approach they are taking could be dangerous, not just to consumers but clearly their advisers too.

There are however a number of ways we can combat this.

First is an education message to the consumer market about why it might be a good idea to visit an adviser, and in that regard, we might have an unlikely champion.

I recently listened to Radio 5 Live and the ubiquitous Martin Lewis was on providing ‘advice’ to listeners about their mortgage situation.

Now, Lewis himself tends to draw the ire of advisers because well, quite frankly, he’s not an adviser and some might see him as treading on the toes of advisers.

However, what was interesting was the steps Lewis took the callers through and, with every single one, he tended to book-end his thoughts with a request that they go and see a mortgage adviser.

Of course, he was well-informed about the market and talked about the recent rate cuts for lower LTV borrowers, but he also acknowledges that this is a rather complex market, that the deal often offered to existing borrowers by their lenders may not be the most suitable for them, and that the best course of action – regardless of how much research you’d done online or how you viewed the best buys available – was to speak to an adviser who would be able to get the job done and ensure that all available solutions were reviewed.

For a journalist who has not been viewed often as the ‘adviser’s friend’, I think there is little more we could ask him to say about using intermediary services.

And let’s not underestimate his reach in the media, or the fact that many, many people trust him and are willing to follow his ‘advice’.

But, that’s really not enough to make the breakthrough with the 25% who don’t use advisers, and let’s face it, the regulatory picture and playing field is being shifted in order to make it easier for lenders to conduct execution-only business.

As mentioned above, that 25% might get bigger in the medium-term, given the focus on technology allowing borrowers to sort their mortgage out online, even if it’s not the most suitable product for them.

A point that has been raised lots of time recently.

In that sense, brokers need to do much more to engage with their clients’ post-mortgage completion – not just six months prior to the maturity of a 5-year fix, for example.

The recent survey undertaken by Canada Life spelt out exactly how poor advisers are at staying in touch, and crucially just how many intermediary clients have no intention of returning to their original adviser.

That should act as a call to action for all advisers.

The fact of the matter is that we, as an industry, need to be going all out in terms of the ‘benefits of mortgage advice’ message, but we also need to be demonstrating that we are improving our skills, our knowledge, our use of smart tech (e.g. Dashly) to out-game others, and our understanding of the market, etc.

That we are educating ourselves in a continuous manner, that we are becoming qualified in other related fields, that we have all the skills necessary to ensure we can give quality advice to every single client.

It’s for this very reason that I have recently joined the cross-sector board of the newly relaunched Society of Mortgage Professionals, because this is exactly the kind of focus the new SMP will have.

I think there’s a deep-seated acknowledgement from large numbers of mortgage advice stakeholders that we cannot simply stand still when it comes to our expertise.

Is it enough just to hold a CeMAP qualification that you secured 15 years ago, especially if you want to be involved in all manner of growing products and sectors? Undoubtedly not.

There has to be a commitment to improving our standing in the eyes of the public, and that can certainly come from a better qualified, educated, and knowledgeable adviser community.

And then we have to sell those improved standards to consumers, in order that they might take the advice of one Martin Lewis and feel completely comfortable in taking their business to an adviser.

This requires work but the advantages for both firms and their clients are there to be seen – I’m greatly encouraged that the SMP will be leading the way in this regard, and would therefore urge any adviser who isn’t a member to see what is available and the benefits it might bring to your business in the months and years ahead.

Bob Hunt

Blog Archive

Opinion: The mortgage revolution is unfolding 
10 Dec 2018

Brokers’ fortitude will see them through this ‘depressing and dispiriting’ situation 
10 Dec 2018

Paradigm CEO Hunt invests in mortgage switching platform Dashly 
19 Nov 2018

We should be confident despite the uncertainties 
14 Nov 2018

FCA should leave mortgage market alone until Brexit uncertainty lifts 
09 Nov 2018

Not following EU rules could benefit the market 
16 Oct 2018

Long-term fixes fail to catch on 
01 Oct 2018

Mortgage market must ensure it deals in Project Clarity 
21 Sep 2018

Advisers can help landlords get their skates on for HMO changes 
11 Sep 2018

A deeper look at the state of the UK lending market 
17 Aug 2018

Understanding product transfers 
30 Jul 2018

‘Go compare’ is not so ‘simples’ 
26 Jul 2018

It’s worth looking into later life lending 
05 Jun 2018

SVRs are a cash cow for many mortgage lenders 
04 Jun 2018

Leaving a network should be more straightforward 
08 May 2018

Not all later life customers are in the same boat 
03 May 2018

Advisers must beware leasehold ‘minefield’ 
16 Apr 2018

It’s just not cricket 
12 Apr 2018

Proc fee timescales are way off 
29 Mar 2018

Broker-lender relations have undergone a fundamental shift 
28 Mar 2018

Opening at weekends shouldn’t be a priority 
13 Mar 2018

Take control to signpost clients in your direction 
22 Feb 2018

Product transfer: ‘Lenders might view greater adviser involvement as a problem’ 
12 Feb 2018

Buy-to-let advice is needed more than ever 
08 Feb 2018

Open Banking is a revolution without the fanfare 
16 Jan 2018

Land Registry needs to engage with brokers over Instant Mortgage 
08 Jan 2018

Simply focusing on age will not fix borrowing into retirement 
22 Dec 2015

Reduce the regulatory burden for firms by reallocating money from FCA fines 
03 Nov 2015

Customer choice has narrowed – the FCA could help fix this 
02 Nov 2015

The regulator’s differing interpretations of rules 
21 Oct 2015

Change is constant 
08 Oct 2015

Paradigm signs exclusive specialist lending deal with Brightstar 
06 Oct 2015

Landlords cash in on PRS 
22 Sep 2015

MCD – no grace but plenty of favours 
16 Sep 2015

Equity release success signals change in consumer perspective 
05 Aug 2015

Remortgagers play at ‘chicken or egg’ 
29 Jul 2015

BTL has closed the housing gap 
20 Jul 2015

Analysis: Writing a will can avoid a death blow 
15 Jul 2015

Industry deserves housing minister appointed to Cabinet 
22 Jun 2015

Waiving Stamp Duty won't encourage downsizing 
08 Jun 2015

Damned if they do, damned if they don’t 
01 Jun 2015

In the Spotlight with Bob Hunt 
26 May 2015

Election result provides stability 
20 May 2015

‘Grey borrower’ power is set to grow 
13 May 2015

Decisive election result could spur new build revolution 
27 Apr 2015

MMR 12 months on 
13 Apr 2015

Mind the protection gap 
09 Apr 2015

Analysis: Change status with the right support 
08 Apr 2015

Housing will be election battleground 
16 Mar 2015

Securing the specialist string to your bow 
04 Mar 2015

Interest rate direction is anyone’s guess 
04 Mar 2015

Regulatory B2L change is inevitable 
12 Feb 2015

Analysis: Do your homework with relationships 
04 Feb 2015

Lenders rising to the self-employed challenge 
04 Feb 2015

The sectors to watch in 2015 
06 Jan 2015

A helping hand 
05 Jan 2015

Can a landlord be truly ‘accidental’? 
17 Dec 2014

Coming in from the cold 
05 Dec 2014

Analysis: Why distribution demands inclusion 
12 Nov 2014

HSBC’s move signals cost of branch advice still rising 
20 Oct 2014

Analysis: Broker community boosted by HSBC 
15 Oct 2014

Just when I thought I was out 
08 Sep 2014

Analysis: Owning a home is not out of reach 
03 Sep 2014

Take level 4 advice exams before the FCA steps in 
02 Sep 2014

Analysis: Get set for more BoE intervention 
20 Aug 2014

Welcome to the Twilight Zone 
11 Aug 2014

Housing policy deserves seat at top table – Bob Hunt 
24 Jul 2014

MMR is enough to slow the bubble 
09 Jul 2014

Help to Buy remains in the spotlight 
08 Jul 2014

Mixed messages risk consumer confusion - Bob Hunt 
03 Jul 2014

It’s good to talk 
20 Jun 2014

H2B a rare housing policy success 
18 Jun 2014

Increasing mortgage volume will come through brokers - Bob Hunt 
27 May 2014

The better option to going direct 
14 May 2014

FCA concerned by packaging renaissance 
12 May 2014

Watch out for European regulation by year-end 
06 May 2014

Ask the Experts: Will MMR cause mass application declines? 
22 Apr 2014

Ask the Experts: Can a broker operate MMR-compliantly before 26 April? 
17 Apr 2014

Cross-sales not just for times of crisis 
16 Apr 2014

Brokers in the dock 
26 Mar 2014

Lenders in catch 22 situation over MMR - Bob Hunt 
25 Mar 2014

Paradigm launches protection arm 
21 Mar 2014

‘MMR Day’ may be a damp squib 
12 Mar 2014

Make sure your papers are in order 
12 Mar 2014

MMR lending slowdown could force protection bonanza 
18 Feb 2014

Countdown to MMR 
12 Feb 2014

A big year ahead for lenders 
04 Feb 2014

If the quality is same – why can’t AR & DA proc fees be equalised? 
30 Jan 2014

BoE is unlikely to be trigger-happy 
15 Jan 2014

We’re not in 2008 anymore 
09 Jan 2014

FCA cannot ignore views of smaller firms 
13 Dec 2013

The Prediction Game 
06 Dec 2013

Stay ahead of the regulator with CPD 
27 Nov 2013

Don’t let booming business hamper MMR preparation 
21 Nov 2013

Living up to expectations 
15 Nov 2013

MMR compliance underpins success 
30 Oct 2013

Advisers should step up to level 4 qualifications 
24 Oct 2013

Bank of England must follow words with actions 
02 Oct 2013

Lean times leave a leaner, keener core 
04 Sep 2013

If you don't ask lenders, you don't get 
22 Aug 2013

Steady as she goes is the right approach 
20 Aug 2013

Are we about to see a broker boom? 
16 Jul 2013

Now is not the time for procrastination 
10 Jul 2013

Improving standards is no grounds for complaint 
03 Jul 2013

Is product innovation being tied in knots? 
24 Jun 2013

We can’t rely on external stimulus 
06 Jun 2013

Put your services in the shop window 
06 Jun 2013

Mutual Magic 
30 May 2013

Does the FCA understand human frailty? 
07 May 2013

Has the mortgage market regained its mojo? 
17 Apr 2013

Help to Buy plus prudence equals prosperity 
05 Apr 2013

Will George Osborne be having a flutter ahead of the Budget? 
14 Mar 2013

Size matters on capital adequacy 
04 Mar 2013

Mortgage Indemnity Guarantees: helping first-time buyers fly 
19 Feb 2013

HS2? I’d rather see more houses built instead 
06 Feb 2013

95% LTV mortgages are not back... yet 
22 Jan 2013

Regulators have listened to feedback 
21 Jan 2013

The Great House Price Debate 
07 Jan 2013

Keeping your clients' wills up to date 
02 Jan 2013