I’ve been in this wonderful industry for more than three decades and have been immensely fortunate to work for some great organisations, and to learn and develop from the wisdom of both colleagues and line managers.

But it is from the intermediary sector where my knowledge and deep understanding of customer service have really developed, alongside appreciating the importance of forging strong relationships between intermediary and lender.

The strength of relationships will remain at the heart of all our businesses

We are operating in a market that has certainly been eventful and in the past few weeks it has thrown up challenges that many people have not previously witnessed.

The backdrop of the cost-of-living crisis, rising energy costs and interest rates, as well as recent reports that the rate of mortgage lending growth in the UK is expected to slow next year, will undoubtedly add to a bumpy ride over the coming few months.

In addition, we have the new-build sector preparing for significant change as the Help to Buy scheme — which has supported more than 350,000 housing transactions since launch — comes to an end.

It is from the intermediary sector where my knowledge and deep understanding of customer service have really developed

At the time of writing, buyers have less than a month to complete their application for the equity loan scheme.

But I firmly believe our industry is well equipped to cope with this challenging environment. And, although the housing market undoubtedly will experience a short-term blip, I’m sure it will demonstrate medium-term resilience.

Teamwork

On LinkedIn, I have read of lenders calling out brokers for aggressive behaviour on the phone due to pressure created by the uncertain market. I know we all agree such behaviour is unacceptable but it stems from just a tiny minority. Generally, I have witnessed an element of calm and a desire to work more closely as we navigate these choppy waters.

I am glad to observe that the importance and relevance of the BDM role continue to be key

Lender and intermediary relationships have flourished and strengthened even more — ensuring a united sector working together in order to deliver the best outcomes for all our customers.

Over the past few weeks I have been fortunate to get away from head office and from 2023 budget planning. I have spent time ‘in the field’ with some of our business development managers (BDM) and listened directly to the opinions of our broker partners.

I have witnessed an element of calm and a desire to work more closely

What has become evident is that the role of the BDM has never been more important. In particular, intermediaries always tell me a visible BDM — who visits offices, picks up the phone, returns calls, looks for solutions and isn’t afraid to say no when needed — is crucial, and sets apart the good from the average.

Continuing relevance

I thoroughly enjoyed being a BDM while in my early 20s. I covered most areas of the country at some stage, from Newcastle to Southampton, Hull to north Wales and Ramsgate to Swindon. I am glad to observe that the importance and relevance of the role continue to be key, and central to successful lender and intermediary partnerships.

Intermediaries always tell me a visible BDM is crucial, and sets apart the good from the average

The coming months will be tough; we face a number of very significant challenges. But the strength of relationships will remain at the heart of all our businesses and will ensure we navigate successfully to much calmer waters.

Charles Morley is director of mortgage distribution at Metro Bank