Most brokers report quicker processing, yet non-standard borrowers remain exposed to key bottlenecks
More than three quarters of mortgage brokers say mortgage applications are being processed more quickly than two years ago, but complex cases continue to stall at key stages, according to research from Nottingham Building Society.
The mutual said 76% of brokers reported an improvement in processing speed. However, the findings show that cases requiring more individual assessment remain vulnerable to delays or failure.
Automated income and credit checks were identified as the most common point at which complex income cases break down, cited by 17% of brokers. A further 16% said applications encountered problems at the initial affordability assessment or decision-in-principle stage.
The issue comes as more borrowers rely on varied sources of earnings. Nottingham Building Society cited a 2025 UK Finance survey stating that about 28% of mortgage applicants now have income from more than one source. It also referred to a Sage research from 2024, which found that 47% of the UK population had a second income stream.
Brokers said delays remain a problem later in the application process. Sixteen percent said time delays were causing cases to fall through, while 14% pointed to evidence and documentation requirements as a source of friction.
Borrowers returning from career breaks were seen as the group most disadvantaged by current mainstream affordability assessments, cited by 32% of brokers. They were followed by applicants with multiple income streams, such as PAYE and freelance work, at 31%, and those with irregular or seasonal earnings, at 29%.
The findings come as the Financial Conduct Authority examines whether mortgage rules remain appropriate for the current market. They suggest that processing improvements have helped standard applications, while borrowers outside mainstream criteria still face inconsistent outcomes.
Brokers also pointed to areas where lenders could improve. A third said better handling of complex or non-standard cases would have the largest effect on their ability to place business. The same proportion called for clearer tracking of case progress.
Better integration between broker systems and lenders was cited by 32% of brokers, while 32% also called for faster decision-making.
“These findings show that the market is making progress, but others are still being left behind,” said Aaron Shinwell (pictured right), chief lending officer at Nottingham Building Society. “Straightforward cases are moving more quickly, which is welcome, yet brokers are still seeing the same pressure points emerge when a borrower’s circumstances need a little more interpretation, whether that is blended income, a career break, variable earnings or a case that simply needs more manual review.
“The next step is targeted improvement at the stages where cases most often come under strain. That means making automated checks more responsive to real-life income patterns, improving transparency as cases move through the system and reducing delays where extra documentation or judgement is needed. If lenders can get those stages right, they will improve outcomes for brokers and for borrowers whose finances may be more complex, but no less credible.”
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