Hampshire Trust Bank has introduced a dedicated relationship manager model within its specialist mortgages division to give brokers a single point of contact from enquiry through to completion.
The bank said the new structure brings together the responsibilities of lending managers and completions officers into a single role, creating end-to-end ownership of each case.
HTB said the change reflects the increasingly structured nature of specialist mortgage cases, which often span multiple stages and require consistent oversight, clear accountability and timely decision-making.
Relationship managers will work directly with assigned business development managers, with the aim of improving alignment between origination and delivery.
The lender said reducing the number of handovers should help cases progress more consistently when decisions are required.
The change follows analysis of broker and borrower feedback, which highlighted the importance of clear ownership and consistent communication, particularly where transactions are more complex and involve several stages.
As part of the new structure, Hayley Pedlar has been appointed head of new business processing, overseeing the initial delivery and progression of cases.
Ceri Blackwell has become head of property operations and small change, overseeing operational delivery across the wider function.
HTB said the relationship manager model builds on recent developments across its specialist mortgages proposition, including the introduction of a clearer lending framework designed to better align structure, pricing and complexity.
Andrea Glasgow, sales director, specialist mortgages & bridging finance, 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 (main picture), managing director, specialist mortgages & bridging finance, 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.”
