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Opportunities for success in 2021 – the importance of client relationships


Publication date:

13 January 2021

Last updated:

05 February 2021


Ben Williams

Coventry Building Society’s session on the importance of long term customer relationships.

This session an overview of current mortgage industry data, focusing on recent trends towards a refinance market and how intermediaries continue to prosper. 


The session will also cover the potential impact of the Mortgage Market Study on intermediaries and how closer relationships with customers is likely to be key to broker success. 


The use of technology by intermediaries, lenders and new entrants has potential to change the way the market looks today as regulation and customer demands change. It will become increasingly important that intermediaries understand what is available to help them acquire and retain customers, by improving the customer experience as disruptors look to change the market.


Coventry also share some thoughts on the differentiators that could help promote the value of advice and the intermediaries important role in ensuring customers get access to advice and the best possible outcomes.


Learning Objectives: 

  • Understand the changing dynamic of the mortgage market
  • Gain a greater understanding of the recent Mortgage Market Study and how this could impact traditional intermediaries
  • As customer expectations change, learn about how this may impact the way consumers look for mortgage advice
  • Differentiators – how considering more than just price and targeting certain customer types


View the webinar HERE


This document is believed to be accurate but is not intended as a basis of knowledge upon which advice can be given. Neither the author (personal or corporate), the CII group, local institute or Society, or any of the officers or employees of those organisations accept any responsibility for any loss occasioned to any person acting or refraining from action as a result of the data or opinions included in this material. Opinions expressed are those of the author or authors and not necessarily those of the CII group, local institutes, or Societies.