HTB introduces Relationship Manager model to streamline Specialist Mortgages delivery

26 May 2026

Hampshire Trust Bank (HTB) has introduced a dedicated Relationship Manager model within its Specialist Mortgages division, giving brokers a single point of contact from initial enquiry through to completion.

Bringing together the responsibilities of Lending Managers and Completions Officers into a single role, the new structure creates end-to-end ownership of each case and a more consistent approach to managing cases.

The move reflects how cases are becoming more structured and increasingly span multiple stages, making consistent oversight, clear accountability and timely decision-making essential throughout the process.

Relationship Managers will work directly with assigned Business Development Managers, creating closer alignment across origination and delivery and providing brokers with greater continuity throughout the lifecycle of a case.

By reducing the number of handoffs across the process, the model helps cases progress more consistently when decisions are needed.

The change follows ongoing analysis of broker and borrower feedback, which highlighted the importance of clear ownership and consistent communication throughout the lifecycle of a case, particularly as transactions become more complex and involve multiple stages.

As part of the new structure, Hayley Pedlar has been appointed 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.

The change builds on recent developments across HTB’s Specialist Mortgages proposition, including the introduction of a clearer lending framework designed to better align structure, pricing and complexity. It also reflects continued investment in how brokers access and engage with the team, with direct access to underwriters and decision-makers maintained throughout the process.

Andrea Glasgow, Sales Director, Specialist Mortgages & 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 & Bridging Finance, said:

“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.”