Shawbrook Bank has joined forces with customer engagement platform Eligible in a move designed to improve borrower experience and strengthen customer retention across its mortgage business.

The bank, which specialises in lending to professional landlords, investors and developers, said the partnership will allow it to deliver timely and tailored communications at key stages of the mortgage lifecycle, starting with product maturity.

By using Eligible’s digital platform, Shawbrook will be able to inform customers of their options earlier, enabling swifter decision-making and reducing the risk of lapses.

The initiative also offers brokers a more efficient process, with fewer manual interventions and greater opportunities to provide advice and add value.

Claire Rankin, director of strategy and specialist lending at Shawbrook, said: “Professional landlords and commercial clients expect speed, clarity and certainty.

“Our work with Eligible helps ensure we engage in the right way, at the right time – supporting customer confidence and lifting the burden of routine tasks so our people and broker partners can focus on advice and service.

“Customers can seamlessly move to a new product at the right time, while brokers remain fully connected to the process and continue to be recognised for their ongoing support.”

The partnership reflects a broader trend among lenders to bolster retention by making the renewal process more seamless. It also aligns with Shawbrook’s focus on combining digital efficiency with the personal service expected by brokers and clients alike.

Rameez Zafar (pictured), founder of Eligible, added: “Mortgage decisions should feel straightforward, not stressful. Eligible helps lenders like Shawbrook guide customers with clarity, converting intent into action and improving operational efficiency at scale.”