Mortgage leadership and Advance Union representatives came together on 14 July 2026 for the latest Mortgages Sub-Committee meeting, providing an opportunity for open discussion on business performance, colleague experience, and plans across the Homes division. Participants included representatives from Mortgage Distribution, Intermediary Distribution, and Mortgage Operations for Advance Union.

The meeting heard that the Homes division continues to perform strongly against several key business measures. Mortgage operations have reduced time to market from 10 days to 8 days and lowered cost per application by 22%, while broker Net Promoter Score has increased from 50 to 69. Market share growth and customer retention figures also showed positive progress, supporting the division’s ambition to become the most admired mortgage lender in the market.

Leaders shared updates from across Homes Direct, SFI and the Contact Centre, highlighting ongoing investment in systems, customer journeys and operational improvements. A significant programme of change is underway throughout 2026, with initiatives focused on simplifying processes, improving digital capability and preparing the business for anticipated growth in customer demand during 2027.

People metrics formed a key part of the discussion. The pack showed continued improvement in attrition, which has fallen further. Leaders and union representatives also reviewed absence, headcount and employee relations activity across the division.

Advance representatives raised several member-focused topics, including career progression opportunities across Homes, trends in customer demand and workload levels, and future recruitment plans for Mortgage Adviser 2 (MA2) roles. The union also sought an update on a previously reported discrepancy within HR metrics and discussed support available for colleagues wishing to develop their careers and prepare for future opportunities.

The meeting reinforced the importance of continued partnership working between leadership and Advance, ensuring colleagues’ views are represented while supporting the division’s focus on customer service, growth and operational excellence. Both sides welcomed the opportunity for constructive dialogue and agreed to continue discussions at the next meeting, scheduled for early 2027.