New research has revealed that a sizeable cohort of mortgage brokers contact clients infrequently, with regular communicators reporting substantial benefits.
New data from Cotality’s State of Content Marketing 2026 white paper, based on responses from 414 Australian mortgage brokers, has revealed that only one in five brokers maintain regular contact with clients between transactions, despite most of those communicators reporting measurable gains.
The report found that 45 per cent of brokers do not communicate regularly with clients or referral partners once a deal has settled.
A further 36 per cent reach out only occasionally, typically triggered by an interest rate decision, a major property market headline, or the completion of a transaction.
Less than one in five brokers – 19 per cent – said they maintain regular communication.
Among this smaller group, 85 per cent reported at least one measurable business outcome from consistent communication, including increased client inquiries (52 per cent), stronger client relationships (40 per cent), and improved referral business (33 per cent).
Cotality mortgage industry partnership lead Nina Ardila said the findings highlighted how much potential was being left on the table by brokers who pulled back once loans had been written.
“Brokers who communicated regularly shared useful, relevant information that kept them connected with clients between transactions,” Ardila said.
She noted that most brokers recognised the importance of repeat business and referrals, yet struggled to remain visible after settlement.
“Most brokers understand the value of repeat business and referrals, but many struggle to stay visible once a loan settles,” Ardila said.
Market updates and lending tips dominate
The research also sheds light on the type of content brokers are sending out when they do engage between transactions.
Three‑quarters of respondents said they reached out with market updates covering interest rates, property conditions, and the broader economy, and another 75 per cent shared lending tips and strategies.
More than half of brokers (54 per cent) reported using client success stories and testimonials, while 53 per cent said they distributed educational content designed to explain lending concepts and property decisions in plain language.
Ardila said the survey responses showed that clients were particularly receptive to practical information that helped them make sense of changing conditions and weigh future choices.
“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,” she said.
Social channels carry most broker content
When it comes to distribution, the report found brokers rely heavily on mainstream social media platforms to push out their content.
Facebook is the most commonly used channel, with 79 per cent of brokers active on the platform, followed by Instagram at 68 per cent.
LinkedIn is used by 49 per cent of brokers, while TikTok is used by just 16 per cent.
Quality and personalisation as the next frontier
Cotality director, industry solutions Carl Pinto said the data showed that the frequency of broker communication was only part of the story, with the substance of what is being shared proving equally important.
“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,” Pinto said.
“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.”
Pinto added that the growing availability of granular property data was opening the door to more personalised communication that went beyond generic commentary.
“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,” he said.
[Related: Mortgage demand dives as hardship climbs]
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