In this new straight-talking series, Warren O’Connell, Head of Business Development for Sourcing at Iress, sits down with some of the UK mortgage market’s movers and shakers to explore their perspectives, predictions, and personal passions driving the industry forward.
This time, Warren speaks with Zara Bray, Distribution Director at one of the UK's largest Mortgage and Protection Networks, Quilter Financial Planning. Quilter has been an Iress client for over 10 years. Their advisers use our Xplan Mortgage software to efficiently and easily source and apply for mortgage and protection products. So what Home Truths does she have to share? Let's find out.
Zara, tell us, what’s exciting you most about the UK mortgage market right now?
What excites me at the moment is that advisers are right at the centre of helping people rebuild confidence after a very turbulent couple of years. The demand for good advice hasn’t gone away; if anything, it’s strengthened. Customers are coming back to their advisers earlier in the process, asking more questions, and wanting ongoing support rather than one-off transactional help. The lenders are innovating again, too, which is refreshing after a period of pricing volatility when product development took a back seat. There’s plenty for advisers to get excited about.
Where do you see the biggest opportunities for brokers and intermediaries in the next 12 months?
This year is a massive refinance cycle, and that gives advisers a golden opportunity to re-establish relationships and check whether a customer’s protection and wider financial needs are still being met. Affordability has improved in recent months, but this news hasn’t necessarily reached the customers that could benefit from these changes, so clients need an adviser who can build awareness, navigate the nuances of lender policy and help them plan sensibly for the long term, especially with inflation still influencing budgets. That advisory guidance is priceless. We’re also seeing rising demand in later-life lending, self-employed and contractor spaces, and green/energy-efficiency improvements. Advisers who skill up in these areas now will be ahead of the curve.
What’s one industry challenge that you think doesn’t get talked about enough?
The shrinking pool of advisers. I’m passionate about quality advice being accessible to everyone, but unless we bring new people into the profession, that simply won’t be possible. It takes time, money and structured support for a firm to grow its talent pipeline, and many advisers who would make brilliant mentors are already stretched. That’s why at Quilter, we’re actively sponsoring individuals through their CeMAP and supporting firms to build sustainable businesses and rewarding careers.
If you could wave a magic wand and change one thing about the mortgage process, what would it be?
I’d create a simpler, more joined-up journey for customers. Too many clients still feel the process is opaque, and advisers end up carrying the emotional load of explaining every delay or document request. We’ve come a long way with technology at the advice stage, but the processes that follow for house buyers are slow and clunky. With better connectivity between lenders, advisers and partners end-to-end, we could reduce friction dramatically. Anything that gets customers in their homes sooner and frees advisers to spend more time giving advice is a win in my book.
What drives you personally in this industry? What keeps you motivated?
I’ve been in distribution roles for over 20 years, and the one constant is my belief in the power of good advice. It changes lives. I also love helping people reach their potential, whether that’s advisers growing their businesses or colleagues stepping into new roles they never thought they’d be capable of. What keeps me motivated is the pace of the market. There’s always something new to tackl,e and no two days are ever the same. Ultimately, I want our advisers to feel supported and proud to be part of Quilter.
How do you see collaboration shaping the future of the mortgage space?
Collaboration is everything. Consumer Duty has encouraged firms, networks and lenders to work together more closely on outcomes, and that’s been a good thing. Advisers increasingly want partners who help them run better businesses. Our role as a network is to do the heavy lifting on compliance, technology and proposition so firms can focus on the relationships that matter. When everyone plays to their strengths, the whole sector moves forward. I’ve personally gained so much from being on the AMI Board; the work they do is a shining example of collaboration in our industry.
Technology has made an enormous difference to the intermediary journey – where do you see the biggest gains still to be made?
The biggest gains will come from automation in the background, the bits advisers don’t see but really feel. Faster decisioning, cleaner data flows, fewer repetitive admin loops. Tech should enable advisers, not replace them. When used well, it gives them more time with clients, allows more informed conversations, and lets them build a more holistic view of a customer’s needs. We’re investing heavily in this space because it’s key to staying relevant in a more complex advice landscape.
How does Iress fit into your strategy, and how do our tools and partnership help you deliver better for your customers?
Technology underpins everything we’re building. Advisers need tools that are intuitive, integrated, and actually remove friction. Our focus is on modernising the adviser experience and ensuring that, whether it’s sourcing, suitability, protection or case progression, our systems help advisers deliver the kind of consistent, compliant and human-centred service customers expect. When advisers feel confident in the tools they’re using, it frees them up to give much more value to customers.
What does success look like for you – and for the industry – over the next five years?
For me, success is a thriving, growing mortgage network where advisers feel supported, valued and excited about the future. I want Quilter to be recognised not just as a wealth brand, but as a force in mortgages and protection. For the industry, success means more advisers entering the profession, greater diversity of thought and background, and continued innovation from lenders. We can’t afford to stagnate; customers’ needs are becoming more complex, and the industry must evolve with them.
Finally, if you could give one piece of advice to intermediaries navigating today’s market, what would it be?
The only thing you can be sure of is that change is coming. The FCA has a 5-year strategy for our sector and technology, and AI is evolving faster than we’ve ever seen before, so my advice is to prepare yourself, your business and your customers for change. Agility and adaptability will be key strengths of our successful intermediaries and the businesses that rely on them to trade.
And don’t forget protection, now more than ever, customers need guidance on securing their family’s future.
At Iress, we have conversations like this every day and through industry meet-ups like our Mortgage Forum. By talking openly in this way, we can develop the right tools and technology to keep brokers and lenders ahead of the opportunities that exist in the mortgage market.
Look out for more Home Truths from our other friends and partners soon.
Would you like to be interviewed by Warren? Email him at warren.o’connell@iress.com
