What’s the most significant industry change you’ve seen in the last 10 years?
"The industry is now firmly behind brokers – there’s been a swing. There’s a real feeling that the market can’t exist without the broker channel."
What do you think will be the most significant change in the next 10 years?
"RoboAdvice, I think. I’m not sure if it could take the place of a broker, but if it streamlines processes it’s got to be a good thing."
What’s the most important feature you look for in a lender?
"Service. I run my business purely on recommendation so I can’t afford to put people in touch with lenders who take months and months to process applications."
Why do you like working with us?
I’ve been working with you for more than 25 years and Coventry is the best lender I deal with, bar none. You do what you say you’re going to do. You deliver on service. And you’re certainly the fairest lender, in terms of the way you treat people. Also, there seems to be a genuine desire for everyone to be as good as they can and as open and as honest as they can be."
What’s the most important pledge for you and why?
"Definitely your 48 hours pledge, it’s really important to brokers. Not everything is done on the first appointment – you fact-find, you make recommendations, the client thinks about it, so it’s not immediate. With that notice period, we can call the client and tell them they have 48 hours to make their decision."
Are any of the other pledges important to you and why?
"Your pledge to give everyone the same products, rates and service. If you’re going to be fully behind the broker channel then you can’t give preferential treatment to direct customers."
What’s the best thing about being a mortgage advisor?
"I still get a real kick when a client phones me and says ‘thanks’. I understand how emotional buying a house can be and I really try to guide them through it. They genuinely appreciate it – I have hundreds of thank you cards."
What did you want to be when you were 10 years old?
Robert May Financial Services