Podcast #137 - Broker Talks: Building Better Broker

Added 22/01/26 - 2 min read

Strong broker–lender relationships aren’t just helpful in a competitive market, they’re often the difference between a smooth case and a stressful one. In episode #137 of the Growth Series podcast, Chris Hill, Head of Sales at Accord Mortgages, speaks with Ash Borland, Sales and Marketing Coach at Mortgage Business Mastery to explore the habits, behaviours and small choices that can help brokers build more productive partnerships with lenders and BDMs.

Ash has spent years working closely with advisers, and he sees a clear divide between brokers who treat lenders as genuine partners and those who keep interactions purely transactional. The brokers in the first group tend to gain quicker answers, more support on tricky cases and a far smoother experience overall. Ash puts it simply: when you build rapport and communicate clearly, you become memorable for all the right reasons.

Preparation plays a big part in that. Ash talks about how much difference it makes when a broker comes to a conversation with a clear grasp of the client’s story and a straightforward summary of the challenge they are trying to overcome. He mentions a recent experience with Accord where a one-page overview helped the BDM understand the situation immediately. It reinforced something he sees time and again. Lenders do not expect perfection, but clarity always helps them help you.

Chris and Ash also touch on habits that hold brokers back. Habits such as quickfire questions with no context or a last-minute scramble for help, can make relationships feel one-sided. When brokers show respect for a BDM’s time and expertise, it encourages a more collaborative approach. Some of the strongest relationships Ash has seen have developed because the broker reached out early and treated the BDM as a sounding board rather than a safety net.

The conversation also looks at what the future might bring. With more automation across the industry, the human element of the broker–BDM relationship becomes even more valuable. Technology can deal with simple criteria queries, but it cannot replace the reassurance of talking through a case with someone who has seen it all before. For newer advisers, this presents an opportunity. Investing in relationships now sets them apart as the market continues to shift.

Ash finishes with a message for brokers in their first year who may be feeling the pressure. Every successful adviser has pushed through that same period of uncertainty. The ones who thrive are those who stay resilient, keep learning and make the most of the support available to them, including the lender teams around them.

Listen to more podcasts in the Broker Talks Series here.

The Growth Series is a dedicated and FREE resource for mortgage brokers, containing blogs, guides and podcasts to help you scale and grow your business. For more hints and tips on how to grow your business, access for free here.

02:59 - 23:56