Hampshire Trust Bank (HTB) has introduced a dedicated relationship manager model within its specialist mortgages division, providing brokers with a single point of contact throughout the mortgage process.

The move brings together the responsibilities of lending managers and completion officers into a single role, with the new structure creating end-to-end ownership and a consistent approach to managing cases.

HTB said the introduction reflects how cases are becoming more structured and increasingly span multiple stages, with "clear accountability and timely decision-making" throughout the process.

Relationship managers will work directly with assigned business development managers to create alignment across origination and delivery, providing brokers with greater continuity throughout the process.

Sales director, specialist mortgages and bridging finance at HTB, Andrea Glasgow, said: "This is about improving how brokers experience working with us day to day. By bringing these roles together, we’re giving them a single point of contact who understands the case in full and takes ownership from the outset.

"That consistency becomes increasingly important as cases become more complex. Brokers are often managing tighter timelines, multiple stakeholders and more structured transactions, so knowing exactly who is driving the case and keeping everything moving makes a significant difference."

As part of the new structure, Hayley Pedlar has been appointed as head of new business processing, overseeing the initial delivery and progression of cases, while Ceri Blackwell has become head of property operations and small change, overseeing operational delivery across the wider function.

HTB said the change builds on recent developments across its specialist mortgages proposition, including the introduction of a clearer lending framework designed to better align structure, pricing and complexity.

Managing director, specialist mortgages and bridging finance, Alex Upton, concluded: "As cases become more structured and increasingly span multiple stages, the way they are managed through to completion is now just as important as how they are underwritten.

"Brokers accept complexity as part of specialist lending, but they need confidence that a case is progressing clearly, consistently and with visible ownership throughout.

"This model reflects the importance of staying close to the case all the way through the process. It strengthens continuity across delivery while maintaining the direct access, clarity and accountability brokers rely on when managing more complex transactions."

---