Shawbrook has partnered with the Eligible platform to improve communication with borrowers and increase mortgage retention.

The lender, which specialises in buy-to-let, commercial mortgages, bridging and development finance, will use the customer engagement platform to manage targeted communication at key points in the mortgage lifecycle, starting with product maturity.

Shawbrook says the move will help ensure clients are better informed of their options at an earlier stage, to enable faster decisions and reduce processing delays.

Shawbrook director of strategy and specialist lending Claire Rankin says: “Professional landlords and commercial clients expect speed, clarity and certainty.

“Our work with Eligible helps ensure we engage in the right way, at the right time – supporting customer confidence and lifting the burden of routine tasks so our people and broker partners can focus on advice and service.

“Customers can seamlessly move to a new product at the right time, while brokers remain fully connected to the process and continue to be recognised for their ongoing support.”

Eligible founder Rameez Zafar says: “Mortgage decisions should feel straightforward, not stressful.

“Eligible helps lenders like Shawbrook guide customers with clarity, converting intent into action and improving operational efficiency at scale.”