Just Mortgages has announced a record-breaking year for its client services division, reporting over £500,000 in additional income and a significant uplift in client engagement.

The national brokerage, which is among the largest in the UK, credited a renewed focus on proactive client engagement and operational investment for the 37% rise in client bookings. More than 60% of existing clients are now being re-engaged – a notable increase from the previous figure of 40%.

Led by sales director Gareth Lowndes, the division has undergone a substantial transformation, expanding its team of dedicated remortgage advisers from just one to 13 regionally, with two more advisers based centrally and four currently awaiting authorisation. The booking team has also grown by a third to meet increased demand.

The enhanced approach is built around connecting clients with their original broker to deliver a full financial review, covering a range of services from remortgaging and protection to wealth advice, later-life lending and adverse credit. Where a returning adviser is not available, the client services team continues the relationship, ensuring continuity and tailored support.

“The client services division helps brokers better serve their back book, all while looking after our orphan client bank and futureproofing relationships across the board,” said Gareth Lowndes.

“By rethinking how we manage these existing relationships, we are delivering a better service, better outcomes and in the process, a real boost to both adviser incomes and business performance. It’s a massive win all round.”

Lowndes added that clients increasingly want ongoing, personalised support and guidance through the full spectrum of their financial options, calling it “a great opportunity to provide a lifelong service.”

The shift to a more proactive, relationship-led model has not only improved business performance but also strengthened Just Mortgages’ alignment with the Financial Conduct Authority’s Consumer Duty. By increasing engagement and reducing the risk of client detriment, the firm is enhancing long-term outcomes.

John Phillips, chief executive of Just Mortgages and Spicerhaart, praised the results. “Historically our client services team has delivered some really good results. Through the help of Gareth and his talented team, the focus this year has been on investment to optimise this part of the business and these tremendous results clearly speak for themselves,” he said.

“While unlocking that embedded value is important from a business perspective, the biggest win is the increased service and support we can provide to our clients, as well as the career opportunities we are able to offer to our talented team of advisers. This is absolutely a huge win all round and I couldn’t be more proud of what Gareth and his team have achieved this year.”