As part of our Mortgage & Property Investment Magazine ‘In Focus‘ series, Pollyanna Puddephat, Head of Marketing at Mortgage Brain, explores how brokers can maintain momentum in a volatile market environment. With rising rates, product withdrawals and shifting borrower confidence slowing activity, she highlights why visibility, communication and proactive engagement are more critical than ever for keeping pipelines active.
Drawing on current market dynamics, Pollyanna outlines how brokers can cut through uncertainty, build trust with clients, and adapt their approach to ensure they continue delivering value, even as conditions remain unpredictable.
In periods of economic uncertainty, mortgage pipelines slow. We’re seeing that now, rising rates, frequent product withdrawals and ongoing market volatility are all making borrowers hesitate. But this is exactly the wrong time to go quiet.
When clients feel uncertain, they don’t disengage because they don’t need advice. They disengage because they don’t feel confident enough to act. That distinction matters. Brokers who respond with greater visibility, clearer communication and more proactive support will be the ones keeping their pipelines moving.
Visibility is often underestimated. Too many firms go quiet when the market turns unpredictable, when the opposite is needed. Clients are already picking up fragments from headlines and social media. What they’re missing is context. Regular, relevant communication from their broker, such as an email update, a social post, or even a quick check-in call, cuts through that noise and reinforces trust.
For me, effective communication in times like these comes down to three things: be human, be helpful, and be honest about what you don’t know. Human, in acknowledging that clients may be anxious or unsure. Helpful in translating complex market movements into clear, practical guidance. And honest, because nobody expects you to have a crystal ball. Clients just want to know you’re on it and that you’ll tell them straight. It sounds simple, but it’s a framework that consistently builds trust.
Education is another area where advisers can genuinely stand out. Explaining why rates are rising or why products are being withdrawn helps shift clients away from reactive decision-making. But the real value is in making that knowledge personal and turning it into practical actions. What does this mean for their monthly payments? Should they act now or wait? How might their options look in three months? These are the conversations that keep pipelines moving.
It comes down to staying close to clients. In a more stable market, an annual review might be enough. Right now, it isn’t. Affordability can change quickly, and opportunities can disappear just as fast. Brokers who are regularly re-engaging their pipeline, revisiting scenarios and adapting will naturally build more resilience in their business.
Technology plays an important supporting role here. In a market where product availability can shift daily, the ability to move quickly, reduce rekeying and keep a clear view of each case is essential. But it’s how brokers use that technology to stay connected to clients that ultimately makes the difference.
Key Actions for Brokers
Stay visible with simple, regular updates
Don’t overthink it; consistency matters more than polish. Record a quick 1–2-minute video each week and share it via email, text message or social media. That’s it.
Keep communication human, helpful, and honest
Speak like a person, not a provider. Acknowledging the market uncertainty, paired with a plain explanation of what it actually means, goes a long way in building trust.
Turn market insight into something personal.
Make every update relevant to the individual. Show a client how a small rate increase could affect their monthly payments, or what securing a deal now versus waiting might realistically look like.
Proactively revisit your pipeline
Don’t wait for clients to come to you. Set aside time each week to review existing cases and send a quick check-in message or updated scenario based on current rates.
Use technology to save time and move faster
Where you can, automate reminders, follow-ups and document collection via a client portal, so you’re spending more time advising and less time on admin.
Finally, it’s worth acknowledging the pressure brokers are under. Volatility can bring longer hours, anxious clients and a constant need to stay across market changes. Supporting clients is critical, but your own resilience matters just as much. Setting boundaries, taking proper breaks and protecting time to reset are what allow you to keep showing up and doing this well over the long term. Brokers who look after their own well-being are far better placed to think clearly and continue delivering the high-quality advice their clients rely on.
