Market Harborough Building Society has restructured its broker support model to give brokers their own dedicated support team – a named, decision making unit aligned to each broker and responsible for cases from first conversation through to offer.
The change aims to result in fewer hand offs, clearer decision-making and a sense of shared ownership of each case.
Each unit brings together two BDMs (field based and telephone based), an underwriter and a case manager, working collaboratively.
Brokers benefit from direct access to their named underwriter, establishing a two-way relationship that enables confident decision-making from day one.
Iain Smith, head of mortgage distribution at Market Harborough, commented: “We’re already known for providing award-winning service, and over the past 12 months we’ve increased our broker support capability by 50%. But this isn’t just about headcount - it’s about how that expertise is deployed. By aligning decision makers into dedicated, broker owned teams, we’ve removed the frustrations brokers experience elsewhere and created teams that genuinely feel like their team, not just another lender contact.
“Being Best for Brokers means continuing to invest in how we work with them. Complex cases need a people-driven, not process-led, approach - they don’t move neatly through departments. They require joined up thinking, consistency and continuity of support throughout the case journey.”
