Tools of the trade: Lender tech that places power in brokers’ hands

The mortgage market is more complex than it has ever been. Criteria are tighter, rates move quickly, and the margin for error is small. In this environment, the quality of a lender’s intermediary support is no longer defined by policy alone, but by how effectively their tools help brokers navigate complexity with confidence and ease.

At Gen H, we use technology to remove friction from the process, allowing brokers to spend less time managing systems and more time doing what they do best: advising clients.

In recent months, we’ve introduced a number of important changes that demonstrate this principle in action.

Take our new self-serve re-offer function. When rates shift late in the journey but before completion, brokers need the ability to respond immediately. Enabling like-for-like re-offers without manual intervention or rekeying means brokers can secure a better deal right up to completion without slowing the case down. This turns market volatility from a risk into an opportunity, while also reinforcing the broker’s role as an active, vigilant advocate.

The same thinking underpins our credit commitment visibility at DIP. Too often, brokers have had to operate with uncertainty at the very point where clarity matters most, hoping an underwriter will interpret affordability in the same way they do.

Giving brokers a clear view of how credit commitments are assessed – and the ability to reflect debts that will be repaid – brings precision back into the affordability conversation. It allows advice to be grounded in reality from the first interaction, reduces surprises later in the process, and helps brokers manage client expectations with confidence.

The last big change we made to our broker experience was the introduction of an AI-powered packaging flow which addresses a different, but equally persistent, challenge. The administrative burden of document handling, checking, and chasing can consume the time that should be spent with clients.

By intelligently reviewing and organising documents as they are submitted, our agent makes it simpler for our underwriters to quickly generate checklists and follow-ups. This shifts packaging from a reactive task to a proactive one, reducing delays and freeing brokers to focus on problem-solving, judgement, and relationships: all areas where human expertise truly adds value.

These innovations are not just about innovation for its own sake. They are about restoring balance in the process, so professional judgement, transparency, and control sit where they belong: with the broker. When technology handles the hurdles, brokers are better placed to deliver clear, reliable guidance through an increasingly complex market – and clients feel the difference.

For adviser use only. Please note this content has been supplied by our lender partner and as such, is their responsibility. No party shall have any right of action against Legal & General in relation to the accuracy or completeness of the information in this article.