Darlington Building Society has outlined a trio of service commitments to brokers, placing them on record at a time when some lenders are exploring a broader shift towards digital execution-only models.
The mutual said the move is designed to strengthen partnerships with intermediaries through greater transparency, accountability and consistency, while underlining that brokers remain central to its growth ambitions.
DEDICATED UNDERWRITER MODEL
Under the first commitment, every case will be supported by a named underwriter from decision in principle through to formal offer. Brokers will be able to speak directly to that underwriter, with the Society pledging that only relevant documentation will be requested and queries will be specific to the borrower’s circumstances.
The lender said this approach is intended to reduce unnecessary back-and-forth and make more efficient use of brokers’ time.
PRICING AND NOTICE GUARANTEES
The second commitment focuses on broker remuneration and product governance. Darlington said it will not dual price between broker and direct channels, and will provide at least 24 hours’ notice before withdrawing a product, where possible, to help intermediaries manage client expectations.
It will also carry out regular procuration fee reviews to ensure remuneration remains competitive and fair across both new business and product transfers.
ACCESS AND FEEDBACK
The third strand centres on accessibility and ongoing improvement. Business development managers will remain contactable by phone and email, and broker feedback will continue to inform service enhancements and criteria updates.
Darlington said it would refine the application journey through technology to make submissions faster and smoother, while retaining the human support that brokers rely on.
The commitments follow a recent rebrand of the Society’s broker arm and build on a year of growth in 2025. During the period, Darlington launched foreign currency and limited company buy-to-let mortgages, and its balance sheet surpassed £1bn.
Chris Blewitt, head of intermediaries at Darlington Building Society, said: “We are ambitious about our future, but that growth will only come from deepening the relationships we already value.
“Brokers are central to our strategy and these service commitments formalise what we stand for.
“At a time when parts of the market are moving towards more automated, direct models, we are ‘doubling down’ on our broker focus.
“That means clear pricing, consistent communication and direct access to decision-makers. We want brokers to know exactly what they can expect from us on every case, and to have confidence we will continue to build our service around their needs this year and well into the future.”
