'Brokers are no longer simply sourcing rates, they are long-term advisers'

This week, Mortgage Introducer is featuring Matthew Jackson (pictured top), director of Mint FS, who has spent decades shaping his approach to broking around one consistent belief: that mortgages are fundamentally about people, not products.

Based in Salisbury, Jackson founded Mint FS in 2019 alongside his wife, with a clear ambition to combine experienced advice with modern technology and strip away the unnecessary complexity that had long lingered in the industry. In the interview below, he reflects on the professionalisation of broking, the pressures facing smaller firms under growing compliance demands, and why resilience, integrity and communication remain the qualities that ultimately define a great adviser.

Full name: Matthew Jackson
Job title: Director
Company: Mint FS
Number of years in the industry: 30
Location: Salisbury

How and when did you become a mortgage broker?

I entered the financial services industry over 30 years ago, initially in broader financial advice before naturally gravitating towards mortgages and specialist lending. What attracted me to broking was always the people side of the industry. Mortgages are never just about numbers — they are about helping somebody buy their first home, grow a portfolio, recover from financial difficulties, or create security for their family.

Over the years, I worked across several senior roles within the industry, building experience in mainstream lending, specialist finance, secured lending and leadership. That journey eventually led me to founding Mint FS in 2019 alongside my wife Rebecca. We wanted to create a business that genuinely put the client experience first and removed some of the unnecessary complexity and outdated processes that still existed within broking.

From day one, the vision was simple: combine experienced advice with modern technology and genuine accessibility. Clients today want expertise, but they also want transparency, speed and communication. That is what we built Mint FS around.

In your opinion, what has been the most positive development in broking?

Without question, the biggest positive development has been the professionalisation of the industry and the shift towards customer outcomes.

When I first started, mortgage advice was often transactional. Today, clients expect — and deserve — a much more holistic experience. Brokers are no longer simply sourcing rates; they are acting as long-term advisers, helping clients navigate increasingly complex financial situations and changing lending criteria.

Technology has also transformed the customer journey for the better. The ability to streamline applications, use digital fact-finds, electronic ID verification and automated document collection has massively improved efficiency. It allows advisers to spend more time doing what actually matters: advising clients and building relationships.

I also think specialist lending has evolved hugely in a positive way. There is now far greater recognition that borrowers do not fit into neat boxes. Whether it is self-employed clients, contractors, portfolio landlords or complex income structures, lenders and brokers have become far more adaptable and solution-driven.

What challenges do you see currently facing the industry, and what solutions would you propose?

The biggest challenge currently is balancing regulation, Consumer Duty and operational efficiency whilst still delivering a highly personal service.

The market has become more complex over recent years. Interest rate volatility, affordability pressures and changing lender criteria mean brokers are having to work significantly harder to place cases and manage client expectations. At the same time, compliance demands continue to increase, which can place pressure on smaller firms.

Another major challenge is attracting and developing new talent into the industry. Broking is an incredibly rewarding career, but it can also be demanding and difficult to break into without the right mentorship and support.

I believe the solution lies in better investment in training, technology and culture. Businesses need to create environments where advisers are supported, developed and encouraged to build long-term careers rather than simply chase short-term targets.

The industry also needs to continue embracing technology without losing the human touch. AI and automation can improve efficiencies enormously, but mortgages remain an emotional purchase. Clients still want reassurance, empathy and expert guidance, particularly during uncertain economic periods.

Finally, collaboration between lenders, networks and brokers has never been more important. The most successful outcomes happen when all parties focus on problem-solving rather than process-driven barriers.

Can you share a memorable or challenging experience from your career as a broker and the lessons you gained from it?

One of the biggest lessons came during periods of market turbulence — particularly around the financial crisis and, more recently, during the rapid interest rate changes following the mini Budget period.

I remember dealing with clients whose mortgage products were being withdrawn sometimes within hours, affordability changing overnight and significant uncertainty across the market. Those moments really test a broker because clients are understandably anxious and looking to you for clarity and reassurance.

What I learned is that communication is absolutely everything. Clients can accept challenges and delays if they feel informed, supported and confident that you are fighting their corner. Staying calm, remaining accessible and being honest became incredibly important.

Another key lesson is the value of relationships. Strong lender relationships, knowledgeable BDMs and an experienced support team often make the difference between a declined case and a successful completion.

Those experiences reinforced my belief that broking is not simply about sourcing products — it is about leadership, trust and guiding people through major life decisions during stressful times.

Could you share any valuable advice for individuals aspiring to become brokers or those new to broking?

Firstly, focus on people before products. Technical knowledge is obviously essential, but the best brokers are those who genuinely listen, build trust and understand their clients' wider objectives.

Secondly, embrace continuous learning. The mortgage market evolves constantly and successful advisers never stop developing their knowledge. Stay curious, ask questions and learn from experienced brokers around you.

I would also encourage new brokers not to become overly rate-focused. Clients rarely remember the exact interest rate five years later — they remember how you made them feel during the process, whether you communicated well and whether you solved problems for them.

Resilience is another important quality. There will be difficult cases, setbacks and stressful periods, especially in changing markets. Persistence and adaptability are what separate good brokers from great brokers.

Finally, build a reputation based on integrity. In this industry, trust is everything. Long-term success comes from doing the right thing for clients consistently, even when it is not the easiest option commercially.

A mortgage broker has the opportunity to genuinely change people's lives for the better. If you approach the role with professionalism, empathy and a willingness to keep learning, it can be an incredibly rewarding career.

Broker in Focus is a weekly Mortgage Introducer feature, spotlighting mortgage brokers from diverse backgrounds and locations across the UK. Among those recently featured are Helen May Allman of Home Me Mortgages, Kane Powell of Heron Financial, Marcus Robinson of Mortgage Style, Natalie Hines of Premier One Mortgages, Joe Stallard of House and Holiday Home Mortgages, Sam Ewen of Rosehill Financial Services, Stuart Mosley of SJ Financial Solutions, Andrew Watson of Echo Finance, Tracie Selley of Approved Mortgage Solutions, and Craig Chavez of Three Keys Mortgages.