HTB introduces relationship manager model for specialist mortgage cases

The lender said the new structure brings together responsibilities previously handled by lending managers and completions officers into one role, creating clearer ownership of each case.

Relationship managers will work directly with assigned business development managers, with the aim of improving continuity between origination and completion.

HTB said the change follows analysis of broker and borrower feedback, which highlighted the importance of clear ownership and consistent communication, particularly for more complex transactions involving multiple stages.

As part of the changes, Hayley Pedlar has been appointed head of new business processing, overseeing the initial delivery and progression of cases.

Ceri Blackwell has been appointed head of property operations and small change, with responsibility for operational delivery across the wider function.

The lender said the model builds on recent changes to its specialist mortgages proposition, including a clearer lending framework designed to better align structure, pricing and complexity. HTB said brokers will continue to have direct access to underwriters and decision makers during the process.

Andrea Glasgow, sales director, specialist mortgages and bridging finance, 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.”

Alex Upton, managing director, specialist mortgages and bridging finance, added:

“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.”