Hampshire Trust Bank (HTB) has introduced a dedicated relationship manager model to its specialist mortgage division to give brokers a single point of contact during a case.
This will combine the responsibilities of lending managers and completion officers into one single role, creating ownership of each case from enquiry to completion and provide a more consistent approach to managing cases.
The bank said this change reflected the more structured nature of cases and the need to have clear oversight, clear accountability and timely decision-making across each stage.
Relationship managers will work directly with assigned business development managers (BDMs) to align origination and delivery, while giving brokers continuity.
HTB said that by reducing the number of handoffs throughout the process, this would introduce more consistency across decisions as a case progresses.
HTB has made the change after reviewing feedback from brokers and borrowers. As part of the new structure, Hayley Pedlar has been appointed head of new business processing, overseeing the initial delivery and progression of cases, whole Ceri Blackwell has been made head of property operations and small change, responsible for operational delivery.
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Andrea Glasgow (pictured), sales director for specialist mortgages and bridging finance at HTB, said: “This is about improving how brokers experience working with us day to day. By bringing these roles together, we’re giving them a single point of contact who understands the case in full and takes ownership from the outset.
“That consistency becomes increasingly important as cases become more complex. Brokers are often managing tighter timelines, multiple stakeholders and more structured transactions, so knowing exactly who is driving the case and keeping everything moving makes a significant difference.”
Alex Upton, managing director for specialist mortgages and bridging finance at HTB, said: “As cases become more structured and increasingly span multiple stages, the way they are managed through to completion is now just as important as how they are underwritten.
“Brokers accept complexity as part of specialist lending, but they need confidence that a case is progressing clearly, consistently and with visible ownership throughout.
“This model reflects the importance of staying close to the case all the way through the process. It strengthens continuity across delivery while maintaining the direct access, clarity and accountability brokers rely on when managing more complex transactions.”