Mortgage Strategy talks to  Suzanne O’Connor, chief relationship officer at LMS,

Q: You’ve spent 15 years working with lenders through some of the biggest changes the mortgage market has experienced. Looking back, what stands out most?

Suzanne O’Connor: When I joined LMS, we worked with just five lenders. Today we work with more than 50, but the biggest change isn’t simply scale – it’s how relationships have evolved.

Fifteen years ago, suppliers were largely judged on whether they delivered a service. Today, lenders expect genuine strategic partners who understand their business, help solve problems and can adapt alongside them. That’s a much more collaborative relationship, and I think it’s been one of the biggest positive shifts across the industry.

Q: How have lender expectations changed over that period?

Suzanne O’Connor: Everything has become faster, more connected and much more accountable.

Technology has transformed expectations. Real-time visibility, integrated systems, stronger governance, greater information security and much more transparency throughout the customer journey are no longer nice-to-haves. Suppliers must fit seamlessly into lenders’ own processes rather than operating independently.

That’s raised the bar across the industry, but ultimately, it’s made everyone better. Higher standards around governance and service benefit lenders, partners and, most importantly, customers.

Q: You’re chief relationship officer at LMS. Despite the advances in technology, how important are relationships today?

Suzanne O’Connor: If anything, they’re more important than they’ve ever been.

Technology can automate processes and improve efficiency, but it can’t replace trust. The strongest partnerships are still built on honesty, consistency and being willing to tackle challenges together.

When a lender has an issue, you want them to know they’ll receive an honest conversation and practical support to help them deliver the best outcomes for their customers. That’s what creates long-term relationships, and those relationships become even more valuable when markets become uncertain or change quickly.

Q: You’ve seen significant digital transformation in conveyancing. What’s been the biggest step forward?

Suzanne O’Connor: Connectivity. When LMS first started, instructions arrived by fax. Today, information increasingly moves through APIs and integrated digital platforms, allowing lenders, legal firms and other parties to access information much more efficiently.

It’s not about digitising for the sake of it. The real benefit is reducing friction, giving customers greater certainty and allowing everyone involved in a transaction to make decisions faster. We’ve made enormous progress, and we’re well placed to support our partners towards even greater digitisation in the home moving process.

Q: You’ve worked across the wider property ecosystem rather than with lenders alone. How has that shaped your perspective?

Suzanne O’Connor: One of the advantages of working with lenders, brokers, conveyancers and other partners is that you develop a much broader view of what’s happening in the market.

Often you can identify trends or challenges because you’re seeing the same issue from multiple perspectives. That allows you to bring insight back to lenders – not just about your own service, but about what the wider market is experiencing.

Increasingly, organisations value partners who can provide that broader perspective, not simply deliver against a contract.

Q: What leadership lessons have you learned over the last 15 years?

Suzanne O’Connor: The biggest lesson is to listen before trying to solve a problem.

It’s easy to become too focused on selling solutions, but the best outcomes come from properly understanding what clients are trying to achieve.

I’ve also learned that transparency builds trust. Clients don’t expect perfection, but they do expect honesty, consistency and people who will work alongside them when challenges arise. That’s what creates relationships that last for years rather than months.

Q: Looking ahead, what gives you the most confidence about the future of the homebuying market?

Suzanne O’Connor: I think we’re reaching a point where the industry has genuine momentum behind modernisation.

For years, people have talked about reforming the homebuying process. What’s different now is that the Government has set a clear direction for reform through its home buying and selling roadmap, and there’s much greater collaboration across lenders, technology providers and the wider industry to make that happen.

Technology will continue to play a huge role, but success will still depend on organisations working together. No single business can transform the homebuying journey on its own. The greatest progress will come from collaboration, shared insight and a collective commitment to improving the customer experience.