The Intermediary · https://theintermediary.co.uk/2026/06/halifax-retains-top-broker-experience-accolade-in-smart-money-peoples-h1-2026-mortgage-lender-benchmark/
Halifax has retained the best overall broker experience accolade in the Smart Money People H1 2026 Mortgage Lender Benchmark.
The report covered broker feedback for the first half of 2026 and found overall satisfaction with mortgage lenders stayed stable at 4.22 out of 5.
The building society sector ranked highest in the Broker Experience Index at 73.6, ahead of mainstream lenders at 70.8.
The Broker Experience Index, which combines satisfaction and service metrics like speed, support and digital tools, dipped slightly to 70.2 from 71.0 in the previous report.
The research included feedback from 980 brokers at 510 firms, covering 126 lenders and representing 98.1% of UK gross mortgage lending.
The average Net Promoter Score for all lenders was +40.9, down 0.4 points from H2 2025.
Halifax was named the best mainstream lender and also topped the best overall broker experience ranking.
Nationwide Building Society was the best building society lender, Pure Retirement led in later life lending, Pepper Money was the top specialist lender, BM Solutions was recognised as buy-to-let (BTL) specialist and Allica Bank as the leading bridging and commercial lender.
Atom bank was named best digital-first lender.
Jake Sandford, head of data and analytics at Smart Money People, said: “Despite the rate volatility that occurred during the first half of this year, it’s clear from these results that lenders across the sector broadly maintained their high standards to support brokers and their customers during uncertain times.
“However, the slight dip in metrics across the board alludes to the issues faced by the industry in the first half of this year and as always, undoubtedly lessons will have been learnt by the lending community this time around.”
Hamza Behzad, business development director at Finova, said: “As a technology provider powering one in 5 mortgages in the UK and with nearly £50 billion in loans and savings under management, Finova sees the Smart Money People Mortgage Lender Benchmark as a valuable source of insight into what is working well across the market and where there are opportunities to improve.
“By giving lenders access to meaningful feedback and performance data, the benchmark helps drive continuous improvement and supports better outcomes across the mortgage market.
“This aligns closely with our focus on enabling a more efficient, data-driven and customer-centric mortgage ecosystem.”
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