Only one in five Australian mortgage brokers communicates regularly with clients and referral partners, despite 85% of those who communicate consistently reporting at least one measurable business outcome, according to new research from Cotality.
The State of Content Marketing 2026 whitepaper draws on insights collected from 414 Australian mortgage brokers through the Broker Pulse Residential Lending Omnibus Survey (2026), and 79 New Zealand mortgage advisers surveyed by Cotality. The research explored how mortgage professionals communicate with clients between transactions.
The research found 45% of Australian brokers do not communicate regularly with clients or referral partners, while a further 36% only communicate occasionally. Less than one in five (19%) said they maintain regular communication.
Among the brokers who said they communicate consistently, 85% reported at least one measurable business outcome, including increased client enquiries, stronger client relationships and improved referral business.
Nina Ardila, Mortgage Industry Partnership Lead, Cotality said the survey showed many brokers were overlooking the value of regular communication with existing clients.
“Brokers who communicated regularly shared useful, relevant information that kept them connected with clients between transactions.
"Most brokers understand the value of repeat business and referrals, but many struggle to stay visible once a loan settles," shared Ms Ardila.
"Regular communication doesn't have to be complicated. Clients value practical information that helps them make informed property and lending decisions, whether they're thinking about refinancing, renovating, buying an investment property or simply trying to understand what's happening in their local market."
Market updates and lending tips were the most common forms of content shared by brokers who communicate regularly, with three-quarters (75%) using each format. More than half (54%) also shared client success stories and educational content designed to explain lending concepts and property decisions in plain language.
Cotality Director, Industry Solutions Carl Pinto said what brokers communicated was just as important as how often they communicated.
“Clients continue making property decisions long after settlement, brokers who stay engaged with credible, local insights are more likely to remain front of mind when those next decisions arise.
"There is no shortage of property news or interest rate headlines, but borrowers place greater value on understanding what those changes mean for their own home, borrowing capacity or next property decision," said Mr Pinto.
"Property data allows brokers to personalise those conversations. Being able to explain what's happening in a client's suburb, estimate the equity they've built or show how comparable properties are performing creates more meaningful conversations and reinforces the value of professional expertise.”
Although based on a smaller sample, the New Zealand survey identified similar trends. Advisers were more likely to communicate regularly with clients than Australian brokers, while those using content marketing most frequently reported stronger brand awareness, increased client enquiries and stronger client relationships.
The whitepaper explores the survey findings in detail, including the platforms brokers are using, the content associated with stronger business outcomes and how independent property data can help personalise client communication.
