How Can Mortgage Brokers Stop Clients From Shopping Around at Remortgage Time?

Every UK mortgage broker knows the frustration. You have helped a client buy their dream home, delivered great service, and two or five years later, it is remortgage time. You reach out, and they say:

“I’m just going to shop around,”
“I might go direct to my bank,”
or, “I’ve already spoken to another broker.”

It stings.

Here is the truth. You do not own clients. You only earn them.

You do not have a client bank. You have a prospect pool. And every time a client’s deal ends, you must earn the right to serve them again.

This guide will show you exactly how mortgage brokers can stop clients from shopping around at remortgage time, using proven retention systems from the Mortgage Business Mastery System.

Why Do Mortgage Clients Shop Around at Remortgage Time?

Most clients do not intentionally leave their broker. They simply drift away.

That is because their bank or lender stays more visible than you do. Banks run retention campaigns automatically. They send quarterly statements and rate updates. They keep customers active through mobile apps and credit offers. They remind them about upcoming remortgages well before you do.

If your clients hear from their bank more often than from you, who do they believe is their real adviser? Exactly, the bank.

To stop that from happening, you need consistent communication and a client journey that keeps you top of mind all year round.

What Is the Real Cost of Losing a Remortgage Client?

If you write 100 mortgages this year and only half come back to remortgage with you, you have lost 50 potential repeat cases and possibly 50 protection reviews too.

That is thousands in lost revenue and a weaker long-term pipeline. The brokers who win are the ones who build systems, not just sales.

If you are new to the industry, I have broken this down step by step in The New Broker Success Framework, a complete roadmap from passing CeMAP to building a sustainable career.
Visit ashborland.com/playbook

How Can Mortgage Brokers Build Loyalty From the Very First Mortgage?

Client retention begins long before the remortgage stage. A client’s decision to come back later depends on how they feel during their first experience with you.

Here is how to create loyalty from day one.

1. Communicate Often During the Mortgage Process

Send regular updates via WhatsApp, voice notes, or short Loom videos. Keep them informed at every stage because uncertainty kills trust.

2. Celebrate Milestones

When they receive their mortgage offer, send a quick congratulations message or a short video. It takes 30 seconds but leaves a lasting impression.

3. Ask for Reviews and Testimonials

Immediately after completion, request a review. It cements positive emotions and helps you attract referral leads later.

4. Add a Human Touch

Send a moving-day card, email, or small gift. It is not about the cost. It is about the connection.

5. Run a Post-Completion Check-In

Drop a quick message a few weeks after they have moved:
“Hope you are settling in well. Just checking everything has gone smoothly.”
That one line could be worth thousands in future business.

If you want a deeper look at how to structure your client journey, my FREE 30-Day Mortgage Broker Boost gives you 30 daily tips and videos to systemise your sales, marketing, and retention.
Get it here: ashborland.com/30day

How Can Mortgage Brokers Stay Top of Mind Between Mortgages?

The average client will not need you again for two to five years. During that time, silence equals invisibility.

Here are three proven ways to stay present without being pushy.

1. Conduct Annual Mortgage Reviews

Even if they are mid-deal, schedule a short annual check-in. Ask about job changes, family updates, or home improvements, anything that might affect their financial plan. This keeps you positioned as their long-term financial partner, not just a transactional broker.

2. Send a Monthly Homeowner Newsletter

Forget rate updates. They already have a mortgage. Instead, send homeowner content that is useful year-round, such as:

• How to reduce energy bills this winter

• Five DIY upgrades that boost property value

• When to review home insurance and utilities

This type of “peripheral value” content focused on owning a home, not buying one, is the foundation of retention inside my Mortgage Business Mastery System.

3. Use Social Media for Relationship Maintenance

Social media is not only for generating new leads. It is for staying visible to existing clients too. Every educational post or short video reminds your past clients why they trusted you in the first place.

If you are not sure what to post, download my free guide: Top 5 Mistakes New Brokers Make. It includes a video walkthrough of how to fix each one and start creating content that keeps clients engaged.

What Does an Effective Remortgage Reminder System Look Like?

If you want to stop clients from shopping around, timing is everything.

Set up a structured remortgage countdown.

6 Months Before Rate End

Send a friendly reminder that their current deal is coming to an end soon. Reintroduce yourself and set the expectation that you will review their options closer to the time.

4 to 5 Months Before Rate End

Follow up with value-driven messages, short insights on rate changes, protection checks, or market shifts. Keep it helpful, not pushy.

3 Months Before Rate End

Invite them to book their remortgage review call using your online calendar. Tools like Calendly work brilliantly for this.

1 to 2 Months Before Rate End

Treat the case exactly like a new mortgage. Run your full discovery and submission call processes. Never assume they remember the journey from last time. Re-educate them and deliver the same five-star experience again.

This approach not only increases client loyalty but also ensures protection conversations happen naturally.

Should Mortgage Brokers Treat Remortgages Differently From New Cases?

Absolutely not.

Most brokers reduce their effort with returning clients. They skip steps, rush the process, or avoid protection conversations. That is a mistake.

A remortgage is a chance to rebuild trust and reaffirm your value.

Treat it exactly like a new mortgage. Run a full discovery call, review their needs and protection, present clear options, and follow up after completion. Clients forget how it all works. Your consistent professionalism is what keeps them loyal.

How Can Sales Psychology Help Mortgage Brokers Retain Clients?

Retention is not only about admin. It is about psychology.

Here are three proven principles you can use.

1. The Mere Exposure Effect

The more often someone sees or hears from you, the more they trust you. Frequent, low-pressure contact builds familiarity and keeps you front of mind.

2. The Peak-End Rule

Clients remember the peak and the end of their experience. Make the offer stage and the moving-day stage memorable.

3. Loss Aversion

People are more motivated by avoiding loss than gaining something new. Remind clients what they would lose by switching, such as personalised support, advice, and peace of mind, not just what they might save in rate.

These ideas are part of the same psychology I teach inside my one-to-one coaching using the Mortgage Business Mastery System.
Find out more: ashborland.com

How Can Mortgage Brokers Compete With Banks and Big Lenders?

Banks have huge retention teams and data, but you have something they do not, authentic relationships.

To compete and win:

1. Be personal. Clients choose you, not your firm. Keep the human element strong.

2. Automate the routine. Use tools like GoHighLevel or Mailchimp for reminders and newsletters.

3. Position yourself as their adviser for life. Do not just arrange loans. Help them plan their financial future.

If you want to streamline your process without losing that personal touch, my coaching clients use automation blueprints from the Mortgage Business Mastery System to manage everything from onboarding to retention in one place.

Why Is Retention So Crucial for New Mortgage Brokers?

If you are new to the industry, focusing on retention early gives you a huge advantage.

Most brokers spend all their time chasing new leads instead of nurturing existing ones. But building strong retention habits from the start means your income compounds naturally year after year.

To get that structure right from day one, check out The New Broker Success Framework, my complete step-by-step course from CeMAP to sustainable success. It shows you how to blend sales, marketing, and retention into one repeatable system.
Visit ashborland.com/playbook

Final Thoughts: How Do You Stop Clients From Shopping Around Forever?

Here is the reality. Clients do not just forget you. They replace you. If you are not consistently adding value, the bank or another broker will.

To stop that from happening:

• Deliver a brilliant client experience the first time.

• Stay in touch between mortgages with genuine, useful content.

• Automate your remortgage reminders.

• Treat every returning client as if they are brand new.

When you implement a full retention system, you will never fear losing clients again because they will not want to leave.

You do not have clients. You have relationships, and relationships need attention.

Resources for Mortgage Brokers

If you are serious about improving client retention and scaling your mortgage business, explore these free and paid tools.

FREE Guide: Top 5 Mistakes New Brokers Make
The most common errors advisers make after CeMAP and how to avoid them.

The FREE 30-Day Mortgage Broker Boost
30 emails and videos with quick wins to grow your mortgage business fast.
Get it here: ashborland.com/30day

The New Broker Success Framework (Course)
Your roadmap from passing CeMAP to building a sustainable, profitable broker career.
Enrol here: ashborland.com/playbook

Work With Me (1:1 Coaching)
Scale, streamline, and grow your business using the Mortgage Business Mastery System.
Find out more: ashborland.com

Want to Get CeMAP Qualified?
I recommend Future in Finance. Use code ASH50 for £50 off any course.
Start here: futureinfinance.co.uk/elearning

Got a Quick Question?
Message me on Instagram: instagram.com/ashborland