This will consist of a named, decision-making unit for each broker, taking responsibility for cases through to offer.
The lender said this would result in fewer hand offs, clearer decision making and a sense of ownership over each case.
Each unit will have two business development managers (BDMs), one field-based and one telephone-based, an underwriter and case manager. The team will collaborate on each case, and brokers will gain direct access to their named underwriter.
Market Harborough Building Society said it was moving its model away from a transactional case-handling approach to long-term relationship-led broker partnerships to revise the way it works with brokers.
Iain Smith, head of mortgage distribution at Market Harborough, said: “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.
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“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.”
Smith added: “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.”
