Market Harborough Building Society has restructured its broker support model to give brokers their own dedicated support team – a named, decision‑making unit aligned to each broker and responsible for cases from first conversation through to offer. This results in fewer handoffs, clearer decision-making and a real sense of shared ownership of each case.
Each unit brings together two Business Development Managers (field‑based and telephone‑based), an underwriter and a case manager, working collaboratively. Brokers benefit from direct access to their named underwriter, establishing a two-way relationship that enables real understanding and confident decision-making from day one.
“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.”
Iain Smith, head of mortgage distribution at Market Harborough
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. This reinforces the Society’s commitment to maintaining award‑winning service levels for brokers nationwide, including mainland Scotland.
The Society’s approach to broker support has been recognised through three consecutive Feefo Platinum Trusted Service Awards, alongside the 2026 Exceptional Service Award.
Market Harborough is known for its flexible approach to simple and more complex mortgage cases up to £5m, including clients with non-standard income, unusual property types, multi‑generation/joint borrower sole proprietor, expats, borrowing into retirement and multi‑layered cases.
