The Intermediary – March 2025 - Flipbook - Page 21
Q&A
shifting, and I’m excited to see what the next
generation of leaders will bring.
How has the balance between
technology and the human
touch evolved?
AU: Technology is a fantastic enabler, but the
human touch is irreplaceable. Brokers deal with
complex, time-sensitive scenarios, and they need
a lender they can trust to pick up the phone and
make things happen.
That’s why accessibility isn’t just about speed,
it’s about confidence. Brokers don’t have to
schedule calls or jump through hoops to get
answers. Access is part of the deal. But at the same
time, technology is vital – it should streamline
esses and remove unnecessary friction.
processes
echnology has improved efficiency,
AG: Technology
particularly with tools like automated valuation
AVMs), but brokers want to speak to
models (AVMs),
eal people – underwriters who understand
real
their cases and can offer practical
solutions. That direct access is a
stone of what we do.
cornerstone
The challenge for lenders
etting the balance right
is getting
– using technology to
enhance service while
ensuring that personal
elationships remain
relationships
at the heart of lending
decisions.
Partnership is at the heart of everything HTB
stands for.
AG: It’s not always a bed of roses, but that’s what
makes it interesting! We challenge each other
to be better every day, and that drive keeps us
moving forward.
It’s about trust, respect, and staying focused on
making a real difference for our brokers and their
clients. Alex is incredibly clear on what she wants,
and we both set the bar high to ensure we keep
pushing forward, delivering results, and building
what I believe is the best team in the business.
What trends will shape the next
decade, and what role will HTB be
looking to play?
AG: The market’s only going to gget more complex,
and brokers need lenders that don
don’t just react,
but stay ahead of the curve. W
We’re already seeing
brokers supporting clients expanding into HMOs
or semi-commer
semi-commercial properties.
That demand ffor specialist
expertise is onl
only going to grow,
and we’re her
here to help them
navigate it. We also anticipate
further regulatory shifts,
so lender
lenders who can provide
clarity and ccertainty will be
highly valued.
What
hat makes
our partnership
your
so effective, and
t can others
what
learn from it?
AU: We complement
omplement
ther’s strengths,
each other’s
and that balance has
been key.. It’s also about
ommunication – being
communication
honest, supportive,
and alwayss focused on
solutions. That’s exactly
elationship we build
the relationship
ers, making sure
with brokers,
onfidence that
they have confi
’ll deliver when it counts.
we’ll
ALEX
UPTON
ANDREA
GLASGOW
AU: Collaboration
betw
between
brokers and
lender will become
lenders
mor crucial,
even more
especiall as regulation
especially
evolves and client
expectations gr
grow.
HTB’s rrole will be to
continue leading the way
– not just rresponding to
change but sta
staying ahead
of it. W
We’ve always been
a lender that brokers can
count on to adap
adapt, move
fast, and deliver solutions
when it matter
matters.
The ne
next decade is full of
opportunity
opportunity, and we’re ready
to embrac
embrace it. The specialist
lending mark
market is resilient,
and I firmly believe we’ll
continue to see innovation drive
better outcomes ffor brokers and
their clients. ●
March 2025 | The Intermediary
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