The Intermediary – June 2025 - Flipbook - Page 40
T H E I N T E RV I E W
Paragon
as a critical enabler of equity in the workplace.
Smart explains: “It’s important for us to make
sure that women are not disadvantaged in
any way. We’ve got hybrid working, we’ve got
flexible working options, but we also have a lot
of role models within our business.”
He points to a defining example of this
cultural strength: “We’ve got a female
managing director for the mortgage business,
and a female director of mortgage lending, so
it’s female led, and our transformation team
is actually 80% female. The delivery manager
and the lead architect on the platform are both
women too. That gives you an idea of just how
strong that culture is.”
Paragon’s view of inclusion extends well
beyond gender representation, Smart adds:
“We’re also founding members of the body
Progress Together, which is seeking to achieve
greater levels of socio-economic diversity in
the workplace.”
The commitment runs through the
leadership ranks, with chief people officer Ann
Barnett sitting on the Progress Together board.
Paragon is keen to ensure its values are not
just aspirational, but backed by results and
real-world impact with “the evidence to back
it up.”
A human approach
As Paragon continues to evolve its offering,
including the launch of its new mortgage
platform, it remains firmly committed to
maintaining a hands-on, human approach
where it matters most.
For Smart and his transformation team, the
idea is not to choose between technology or
real human interaction.
He explains: “Our whole approach in the
transformation team is that we just see them
as complementary – so neither one to the
exclusion of the other. It’s about operating
the two and deploying them intelligently,
understanding that each has its relative merits,
but also its limitations as well.”
This philosophy informs how Paragon applies
automation: strategically, and where it makes
the biggest difference.
Smart describes “low complexity
transactions” as ideal candidates for
technology-driven solutions.
He notes: “The demand from consumers
is for that digital-first approach […] there is
definitely a growth of that happening.
“The benefits really, in terms of what
customers see when you put those things
through technology, is speed, efficiency and
quicker answers.”
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The Intermediary | June 2025
Nevertheless, Paragon’s role as a specialist
lender brings added layers of complexity to its
proposition, meaning cases often cannot be
neatly routed through an algorithm.
In practice, this means simpler cases move
faster through digital channels, while more
intricate or sensitive matters receive the depth
of care only a person can provide.
Supporting intermediaries
Paragon is also deepening its ties with the
intermediary market – particularly through
increased engagement with broker networks
and clubs. Smart explains: “We are working
hard to increase distribution. I mentioned
growth, and that’s something we’re absolutely
keen to maintain momentum on.”
Reaching a greater share of the market is
central to that ambition, especially through the
channels that brokers trust and rely on.
Smart says: “The vast majority of broker firms
are part of clubs and networks. We’ve got a
unique opportunity to work more closely with
those networks and clubs and show them the
benefit of what we can do.”
In today’s complex market environment
– shaped by ongoing economic volatility,
shifting regulation, and policy changes – these
partnerships take on even greater significance.
Smart explains: “Never more so than now […]
has it been more key for landlords to be given
the best advice. Broker firms that are part of
these networks and clubs are really supported
with education and other forms of support.
“Paragon is absolutely uniquely placed to
help support those broker networks and clubs
because we spend a lot of time on insight and
research and do a lot of educational pieces that
can be consumed.”
Beyond the functional benefits, this outreach
is also helping Paragon shape perceptions of
its brand, Smart notes: “That helps us get our
brand and our name out there, and in turn that
we do much more than the common perception
of Paragon that is out there. Some people think
that we are just sat in that specialist market,
but actually we’ve got a much wider range of
customers that we can support.”
Tackling complexity
For brokers looking to make the most of what
Paragon has on offer, Smart’s advice is both
practical and reassuring: lean into the platform,
embrace open communication, and make use of
the people behind the process.
He explains: “The platform is great for helping
to write first-time submissions. Because of
the data ingestion that we’ve got – which is
