#BackingTheBroker

Brokers play a vital role in the homebuying journey – this won’t change any time soon. That’s why we put you at the heart of our business. 

In 2025, we introduced 4 pledges below that are our promises to you. And we’ve delivered on them ever since.

We've had 54 product launches, with:

  • no dual pricing across our new business and product transfer ranges
  • at least 24 hours' notice on product withdrawals each time.

  • Our underwriters will try to call you first if they need more information when assessing your case. 
  • Save our number 0800 389 0755 so you know it’s us when we call.
  • Our sales team can also transfer your call to our underwriters if needed.
  • It means you get real-time answers, saving you time and giving your client peace of mind.
  • It allows you to explain your client's situation so we can find more ways to say 'Yes' together.
  • It'll help you to understand the potential barriers sooner and what information you can send us to help get a faster decision.

  • You'll always have access to our best pricing for purchase, remortgage and product transfer clients. 

  • It'll give you confidence and assurance to recommend our products.
  • It'll give you more time to reach out to your clients that may be impacted by the product withdrawal.
  • We understand withdrawing products at short notice places pressure on you and your clients.

  • Monthly heads up emails so you know when your clients have become eligible for a new deal, so you can reach out to them first. We can also give you these clients’ details when you get in touch.

  • More than 98% of our product transfer acceptances are now fulfilled automatically, reducing processing time from days to minutes.

  • ERC-free overpayments during the product transfer window.

  • Flexible product start dates. Giving your clients the option to switch early, ERC-free, or wait until their current deal ends when moving to a lower rate.

  • Product transfer rates available on your sourcing system of choice. So you can produce mortgage illustrations for your clients.

  • You can accept product transfer offers on behalf of your clients.

  • Unique offer reference number automatically populates on the log on screen.

  • Enhanced details added to our Online Mortgage Retention Tool (OMRT) – including the valuation and mortgage LTV, plus the product start and end dates, product code and ERC for each of your client’s loan parts.

  • Clearer product maturity letter, encouraging your clients to return to you when their deal is coming to an end.

  • Alerts when your clients have been on a reversion rate for at least 1 month after maturity, so you have a chance to reconnect.

  • You can help more clients arrange a new deal with us, e.g. clients who have recently paid off their arrears.

Head to our product transfer page for more details.