Market Harborough Building Society has restructured its broker support model – giving brokers their own dedicated support team, with a named, decision-making unit aligned to each broker.

Each team will be responsible for cases from first conversation through to offer.

The society said this should result in fewer hand-offs, clearer decision-making, and a stronger sense of shared ownership across each case.

Each unit brings together two business development managers (field-based and telephone-based), an underwriter and a case manager, working collaboratively.

The BS said brokers will benefit from direct access to their named underwriter, establishing a two-way relationship that enables real understanding and 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.”

The BS said the move represents a shift away from transactional case-handling models towards long-term, relationship-led broker partnerships, as the specialist lender continues to strengthen the way it works with brokers.