Mortgage Communication: Building Borrower Certainty, Paul Broadhead, BSA (#45)

Waiting is one of the hardest parts of a mortgage journey. A borrower may know that their application is moving, yet still have no idea what has been checked, what remains outstanding, or when they will hear back.That uncertainty becomes more difficult when rates are changing, a property transaction is time-sensitive, or the customer is worried about affordability.In this episode of Regulated Digital, Paul Broadhead, Head of Mortgages and Housing at the Building Societies Association (BSA), joins us to examine how lenders can combine efficient digital journeys with clear explanation, secure communication, and access to human support.Building societies bring a useful perspective to this question. Their customer-owned model places long-term member relationships at the centre of their work, while their borrowers increasingly expect to upload documents, complete checks, and follow applications online.Learn more: https://www.mailock.com/blog/mortgage-communication-borrower-certainty