Free resource

Mortgage broker hours-back checklist

For UK mortgage brokers that want document chasing, case updates and renewal follow-up to run more consistently without moving advice away from the adviser.

Work through the sections when reviewing your CRM stages, inbox rules, case-handling process and renewal records. The aim is to automate routine prompts while keeping regulated judgement with the brokerage.

Application document requests

Set clear document requests once, so clients know what is needed and advisers are not rebuilding the same message for every case.

  • List the standard documents requested at application stage: payslips, bank statements, ID, proof of deposit and any lender-specific evidence.
  • Write a short request template that explains what is needed, why it is needed, the secure upload route and the date you need it by.
  • Trigger the request when a new case is opened, then stop reminders as soon as each document is received and logged against the case.

Morning missing-item review

Turn the daily scan for incomplete cases into a short exception list instead of a manual review of every active application.

  • Define the case fields that must be checked each morning: documents outstanding, lender stage, client action, adviser action and next review date.
  • Create a missing-item summary for cases where a document or client response is overdue, grouped by adviser or administrator.
  • Flag sensitive cases, complaints, vulnerability notes or unusual affordability questions for manual adviser review before any message is sent.

Client milestone status updates

Keep clients informed when the case moves, while keeping regulated advice and recommendations with the adviser.

  • Map the milestones clients should hear about: application submitted, valuation instructed, offer received, solicitors updated and exchange confirmed.
  • Draft neutral status messages for each milestone that explain what has happened, what happens next and when the client should expect another update.
  • Exclude suitability explanations, product recommendations and advice from automated messages. Those should remain adviser-led and recorded properly.

Progress-chasing call reduction

Use scheduled updates to reduce avoidable calls without making clients feel pushed away from the brokerage.

  • Identify the points where clients usually call for progress, such as the week after submission, valuation booking and the period before offer.
  • Set a regular no-change update for active cases, so clients still hear from you when there is no lender movement to report.
  • Add a clear route back to the adviser or case handler for urgent changes, vulnerable client needs or anything that may affect the recommendation.

Mortgage renewal date tracking

Keep renewal opportunities visible by turning product-end dates into a managed review schedule.

  • Audit where renewal dates are stored today: CRM fields, lender emails, spreadsheets, calendar reminders and adviser notes.
  • Choose one source of truth for product-end date, client contact preference, current lender, review owner and next reminder date.
  • Create a monthly review list for missing or inconsistent renewal data, so the campaign does not depend on incomplete records.

Renewal reminder campaigns

Make renewal contact consistent, compliant and early enough for clients to make informed decisions.

  • Schedule reminder points at 6 months, 4 months, 2 months and 1 month before product end, adjusting timing where your advice process needs longer.
  • Write reminder copy that invites a review rather than implying a recommendation, and have client-facing wording approved before it goes live.
  • Stop the sequence when the client books, declines, remortgages elsewhere or needs manual adviser follow-up.

Want a hand setting it up

We can wire this up so it runs itself

On a free 20-minute fit call we will look at your CRM, case process, client communication rhythm and renewal records, then tell you which of the steps above to automate first.

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