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By Tanya Toumadj, Digital Policy Managing Director, Mortgage Broker Tools (MBT) and Michelle Ash, National Account Manager, Newcastle for Intermediaries. 

With research led by  Newcastle Building Society revealing that 89% of brokers had encountered a vulnerable client in the last year, the need for clarity on disclosure processes was indisputable. Newcastle for Intermediaries and The Mortgage Lender have been working together with lenders to compile their route of disclosure for vulnerability, feeding into Mortgage Broker Tools and supporting the development of their database. The new service aims to help both brokers and lenders, playing an important role to ultimately support customers.

We find out more from Michelle Ash and Tanya Toumadj.
 

As part of the FCA vulnerability review, the regulator found that many firms had taken positive action and made good progress in supporting customers in vulnerable circumstances. How does the new MBT Vulnerability offering support brokers & building societies?

Michelle, Newcastle for Intermediaries

Brokers have a lot to consider and check when making their recommendations, by MBT introducing
a single place where a broker can easily understand a multitude of lender disclosure routes will save
time and support their customers in having the support they need.

Tanya, MBT

MBT’s new Vulnerability feature gives brokers free, easy access to a clear, up-to-date database of
each lender’s disclosure route. With 58% of brokers unsure how to disclose vulnerability, MBT directly
solves this challenge by simplifying a previously fragmented process.

Our tech works continuously in the background to pick up any changes in lender policy, ensuring the
platform always reflects the most current information — giving both brokers and building societies
confidence in accuracy and compliance.

By creating a single, reliable source of truth, we’re reducing uncertainty at a critical stage in the advice
journey, while helping lenders ensure their vulnerability support is understood and accessible in real
time. It’s a practical step toward more consistent outcomes for customers across the market.
 

If you could give some advice to building societies on engaging with MBT and the new Vulnerability offering to brokers, what would it be?

Michelle, Newcastle for Intermediaries

Firstly, adding their disclosure route to the system and secondly, lots of lenders are developing or
redesigning their dedicated pages to support brokers, ensuring any new URL’s are given to the MBT
team.

Tanya, MBT

The first and most important step is to make sure your disclosure route is included on the platform —
whether that’s a webpage, document, or a direct process. We also recommend joining our update
distribution list to be kept in the loop as we evolve the tool.

In addition, it’s valuable to see this as part of a wider, ongoing dialogue. Ensuring clear disclosure
routes is just part of the wider solution and conversation – and we encourage all lenders to be part of
the wider discussion.
 

If you could use three words to sum up the new MBT system supporting Vulnerability, what would they be?

Michelle, Newcastle for intermediaries

I would sum up the new MTB system as innovative, beneficial and practical, it’s a great starting point to
understand how to disclose a vulnerability and to work with lenders on the support your client’s needs.

Tanya, MBT

It’s accessible because it’s free to use and open to all brokers, regardless of firm size or resource. With
vulnerability affecting a wide range of clients, it’s crucial that every adviser — not just those at larger
networks — can access the right information to support their customers properly.

It’s intuitive in its layout and functionality — brokers can easily search and understand each lender’s
disclosure route without training or guidance.

And it’s innovative in how it stays constantly up to date, using MBT’s smart technology to automatically reflect any changes in lender policy or links in real time.