As we step into 2025, Artificial Intelligence (AI) continues to take shape in the UK mortgage industry, offering tools that streamline processes and enhance client interactions.  Many lenders in the UK are investing heavily in AI, with investment collectively to reach billions of pounds in 2025. This includes heavyweights such as HSBC, LBG and NatWest, but also challenger banks such as Starling and Tandem.

For mortgage advisers, understanding these advancements is not just an advantage—it's a necessity as AI is reshaping every facet of the mortgage journey, from lead generation to client onboarding, compliance, and beyond.

So what tools can advisers be using today? Maybe you have read a bit about AI and had a play with ChatGPT, but not sure what else AI can do for you. Well in this article, I will set out:

- The Basics
- CustomGPTs
- Other AI Tools that can help from compliance to marketing

 
‍

The basics
 

ChatGPT is what is known as a ‘Large Language Model’ or ‘LLM’ for short. An LLM is an AI model that is trained on a diverse set of data including books, articles, websites and other text sources to enable it to understand and generate text.

You engage with the LLM through ‘prompting’ which is a way of chatting with it, either verbally or by typing. The more information you give when prompting the LLM, for example, the tone of voice you would like, the output style would like and the clearer the instruction on your requirements, the better response you will get.

While ChatGPT is the most well-known LLM, it is not the only one, The likes of Google’s Gemini, Microsoft’s Co-Pilot and Anthropic’s Claude among numerous others are also available each with their own unique strengths.

Each has a ‘free’ version of their model, allowing you to test each to see which works best for the job you have. A common use for mortgage advisers is marketing content generation. However,  some of our advisers are also using AI to translate documents into different languages and others are uploading documents such as key facts illustrations to create customised reasons why paragraphs.

Custom GPTs

Custom GPTs are where you customise the LLM, say ChatGPT, with additional specialist information content, which can then be used in a wide range of specific custom scenarios. When you login to ChatGPT youwill see there is a ‘GPT store’ where you can browse these free custom versions of ChatGPT, some produced by large organisations and others by people just like you and me!

I would recommend that you master how to create your own ‘Custom GPT’. For this, you will need to have a paid version of ChatGPT, which will cost currently £20 per month. You upload additional content and prompt instructions to Custom GPTs. This information is normally information or instructions that the model is not specifically trained on, such as your own business processes.

For example, you can feed into the Custom GPT study material for the CeMap exam and then ask it to assist your learning with questions and answers. Or you could upload your business processes, creating a reference guide for your staff. You could also upload any marketing materials, podcasts, articles etc that you have written in the past, and ask your CustomGPT to help you create new content, but modelling your own ‘tone of voice’. The options are limited only by your imagination!

Other AI tools

In addition to ChatGPT and other LLMs, there are tens of thousands of commercial AI tools that leverage the models, accessing the LLM's capabilities but with their own interface and specialisation.

The following are some tools specific to the mortgage industry and other general business tools that also have benefits for mortgage advisers:

Recording transcriptions and summaries such as Otter or Fireflies are a must if you have virtual meetings with clients or business colleagues. They will record the meeting, transcribe into words what you have said and even provide a summary with action points.

Chatbots: It is very easy to now create your own chatbot to help answer your client's queries, using tools such as Dante and Fastbots.

Document analysis: While there are several off-the-shelf AI tools to analyse documents, new tools such as Sikoia have entered the UK mortgage market and can analyse your client's bank statements and match income from bank statements to income documents.

Compliance: Tools such as BAT software can do file completeness checks, with plans to launch AI compliance reviews in the future.

Writing assistants like Quilbot and Wordtune can rewrite, rephrase and edit your writing improving your professionalism. Additional tools such as Deepl can also translate your words and documents into different languages.

Marketing tools include image and video creation such as Adobe Firefly, Ideogram and Heygen. You can also create your own logo with Looka and a professional headshot from Aragon.
‍

This is a tiny fraction of what is possible. Looking ahead, 2025 is set to bring even more innovation. Technologies like block chain may integrate with AI to make transactions more secure and transparent and itis likely to be the year of AI Agents. Most mortgage advisers might already use basic AI features, AI agents, on the other hand, are far more advanced. They can understand context, make decisions, and perform multiple steps in a process (such as pulling together client data, analysing risk, and recommending personalised options) without constant human oversight. Essentially, while current AI tools automate tasks, AI agents will automate entire workflows and deliver deeper, more proactive insights.
‍

While AI provides incredible efficiencies, it doesn’t replace human expertise. The role of a mortgage adviser remains vital in offering empathetic advice and building trust and relationships—qualities that machines cannot replicate. For mortgage advisers, the message is clear: those who embrace AI, but also place focus on relationships and customer data, will thrive in the years ahead. By adopting these tools, you’ll not only save time but also provide smarter, more personalised services that today’s clients increasingly expect.

‍