Hampshire Trust Bank has introduced dedicated relationship managers within its specialist mortgages division.

The new model means that brokers will have a single point of contact from initial enquiry through to completion.

Relationship managers will combine the responsibilities of lending managers and completions officers into a single role.

HTB says relationship managers will take end-to-end ownership of each case to help deliver a more consistent approach.

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

Ceri Blackwell has become head of property operations and small change, overseeing operational delivery across the division.

Managing director of specialist mortgages and bridging finance Alex Upton says: “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.”