Market Harborough Building Society has restructured its broker support model to give its brokers their own dedicated support team.

The transformation will give brokers a named, decision-making unit, which will be responsible for taking cases from first conversation through to offer.

This is set to result in fewer hands off, clearer decision-making and a sense of shared ownership in each case.

Each unit comprises two business development managers, an underwriter and a case manager, and brokers will benefit from direct access to their named underwriter, establishing a two-way relationship.

The building society said the move represents a shift away from transactional case-handling models towards long-term, relationship-led broker partnerships. It added that the move reinforces its commitment to maintaining its service levels to brokers nationwide.

Head of mortgage distribution at Market Harborough Building Society, Iain Smith, stated: "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."

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