Podcast #155 - How mortgage brokers can prepare their business for AI

Added 15/10/26 - 2 min read

In episode #155 of the Growth Series podcast, Iain Cunningham, Strategic Partnerships & Propositions Manager at Accord Mortgages, is joined by Matt Coulson, Founder of Heron Financial, to discuss how mortgage brokers can prepare their businesses for AI – from getting the foundations right to identifying where technology could make a genuine difference.

AI may be dominating conversations across the industry, but for Matt, successful adoption starts long before choosing a particular tool. Heron Financial has spent years investing in technology, automation and its own software, driven by a desire to improve productivity and remove friction for both its people and clients.

That experience has given Matt a valuable perspective on what brokers should be thinking about as AI becomes increasingly accessible.

He explains that one of the biggest considerations is data. If the information sitting behind a business is incomplete, inconsistent or spread across different systems, introducing increasingly powerful technology may not deliver the results firms expect.

During the conversation, Matt shares a simple exercise brokers can use to get a clearer picture of their current data quality, alongside his thoughts on how good that data needs to be before businesses start putting AI to work.

But preparing for AI isn't just a technology project. Iain and Matt explore the governance questions firms need to consider, including customer information, approved tools and what Matt describes as "shadow AI" – the use of AI by employees outside a firm's established systems and processes.

They also consider perhaps the biggest question surrounding AI: what does it mean for people working in the mortgage industry? Matt explains how Heron Financial has involved its team in its AI journey and why he believes businesses should focus less on replacing jobs and more on removing repetitive tasks that prevent people from concentrating on the most valuable parts of their roles.

That philosophy is already influencing how Heron Financial operates. Matt shares a practical example of how AI is supporting advisers around client conversations, while keeping the broker firmly in control. It offers a glimpse of how technology could potentially create greater efficiency without sacrificing the human relationships and expertise at the heart of mortgage advice.

The episode also looks at the opportunity beyond individual broker firms. Could better-connected technology help remove some of the repetition and frustration clients experience during the homebuying journey? And what might a more joined-up process mean for brokers, lenders and other professionals involved?

For smaller firms wondering whether meaningful AI adoption is realistically within reach, Matt's message is reassuringly practical. Getting started doesn't have to mean embarking on a major transformation programme. Instead, the conversation explores how identifying a small number of everyday frustrations could provide a much more manageable starting point.

For brokers trying to separate the practical opportunities of AI from the hype, this episode offers plenty to consider – including where to start, what to get right first and why the human element of mortgage advice could become even more important as technology develops.

Listen to more podcasts in the Growth Series here.

The Growth Series is a dedicated and FREE resource for mortgage brokers, containing blogs, guides and podcasts to help you scale and grow your business. For more hints and tips on how to grow your business, access for free here.

02:15 - 42:43