Helping first-time buyers is one of the most rewarding parts of the job. They're excited, motivated, and usually grateful for your help. But many of them go quiet before they get very far. They lose confidence, pause their search, or stop replying, not because they’ve changed their minds, but because they’re unsure what to do next.
For most, this is their first time doing anything like this. They don’t always know what a broker does, when to get in touch, or how to prepare. Without clear steps or support, they can get stuck and once they’re stuck, they often drift away.
With a few simple changes, you can help more of these buyers stay on track and feel good about moving forward.
Most buyers start by looking online. They read articles, use calculators, and scroll through properties. But even after all that, many still don’t know what to do next. They might not realise it’s time to speak to a broker, or they might feel nervous about asking for help. If your advice feels too far away or too formal, they might not take that first step.
You can help here by offering simple, reassuring content that speaks to where they are in the journey, for example, this glossary for first-time buyers is a helpful way to explain terms they’ll come across early on.
When buyers are asked for bank statements, payslips or proof of ID, it can suddenly feel very real. Some worry they won’t “pass”, others just feel overwhelmed. This is often when you stop hearing back, not because they don’t want to go ahead, but because they’re unsure what to do.
For more ways to keep buyers on track, our blog Supporting future clients on their first mortgage application is full of tips to help you guide them through the process.
If a buyer doesn’t hear from you for a few days, they might assume something’s wrong. They don’t always know how long each stage should take. What feels like a normal wait to you might feel like a delay to them.
And if they don’t know what’s going on, they start to worry or disappear.
You can help here by sharing something simple and reassuring, like this short video on Understanding the Home Buying Process - (Scottish version available here). It walks buyers through what to expect, so they feel informed and more confident while they wait.
Some buyers get advice, then go online and see something that looks “better”. They don’t always understand the difference between a headline rate and a full recommendation. Without context, they might think they’re missing out or start to doubt the advice they’ve been given.
Sharing resources like Myths of the Mortgage Market can help reassure them that they’re not missing something and that their questions are normal.
A quick guide that explains what to expect at each stage can make a big difference. It helps them feel prepared, reduces stress, and makes your process feel more open. You can send this as an email, a one-pager or even a few bullet points after enquiry.
Even before you’ve had a full appointment, a simple check-in goes a long way. A message like “Let me know if you’re stuck on anything” can make people feel supported without any pressure.
Most buyers won’t understand mortgage terms the first time they hear them. That’s OK. Keep your language friendly and simple, and make it clear that asking questions is welcome. The easier you are to understand, the more confident they’ll feel.
Telling buyers how long things usually take helps manage their expectations. If there’s likely to be a wait between steps, let them know. That way, they’re not left guessing and you avoid the risk of them going quiet because they’re unsure.
A short email each week (automated or manual) can keep you front of mind. Something as quick as “Just checking in, happy to help if you have any questions” can re-open the conversation.
After someone gets in touch, send them a short message or guide explaining what happens next. You could include a quick video or even a list of things they’ll need to get ready. It helps remove the unknowns and makes you feel approachable.
When a buyer gets an offer accepted, send them a quick checklist. It could cover things like booking a solicitor, preparing documents or what to expect from the lender. Clear steps reduce the chance of confusion or delay. The Moving House Checklist is a great example of a checklist for when they have received their offer, easy to share and full of helpful reminders for clients getting ready for the next stage.
First-time buyers don’t usually disengage because they’ve lost interest. More often, they pause because they feel uncertain, overwhelmed, or unsure what should happen next. By offering clear guidance, regular reassurance and simple, well-timed resources, you can help them feel more confident at every stage of the journey. Small, thoughtful changes in how you communicate can make a big difference to keeping first-time buyers engaged and moving forward.
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