What triggered the introduction of the Loan Support and Relations and Support & Relations Team?

We recognised that post-completion covers two very different areas. Loan support and borrower relationships require a supportive, relationship-led approach, while recoveries demand a more strategic, commercially focused mindset. One structure couldn’t effectively do both. 

Before the change, our Senior Resolutions & Recoveries Specialist, Sarah Mathews, had been with the business for several years and had a lot of experience working closely with borrowers, regularly providing proactive support, helping navigate challenges, and achieve positive outcomes for everyone involved. As part of the restructure, Sarah stepped into the new role leading the Resolutions team.

At the same time, the remainder of the team transitioned to the Loan Support function, now led by Michelle Powell. This team brings excellent experience in managing loans from completion through to redemption, ensuring strong ongoing support for our borrowers.

What was the goal of introducing the new teams?

The goal was to give each area the focus and expertise it needed: a robust, outcomes-driven approach to recoveries, alongside a dedicated team focused on enhancing the borrower experience and promoting repeat lending.

What effect has the introduction of the new teams had on Hope Capital Property Finances’ ability to support brokers and borrowers?

It has significantly improved the borrower journey, strengthening broker relationships as a result. Our team has proved that they can work with borrowers to keep projects moving forward and avoid delays by spotting issues ahead of time and working on amicable solutions. This success has been shown by the major increase in further advances, which have risen by 147%. We’re now better positioned to support repeat borrowers and brokers, while enabling recoveries to be managed more effectively.

Have you seen changes or improvements following the introduction of the new teams that you didn’t expect?

Yes, we’ve seen improvements much sooner than anticipated, largely driven by the team’s diligence and strong commercial focus on every deal they handle. This has been further supported by the launch of several new products, which have played a key role in generating repeat business.

One example is our flip loan, which allows borrowers to extend their initial bridge loan by a further 18 months to complete refurbishment works across residential, semi-commercial, and commercial properties. We’ve also maintained our ability to release refurbishment funds within 24 hours, providing even faster access to capital – an essential factor in improving turnaround times.

These process enhancements, alongside the success of our new products, have given us the confidence to introduce our latest offering, Dual+. This is another example of how we continue to set the benchmark for fast turnaround times. With a dedicated packaging team and valuations completed at enquiry stage, Dual+ delivers quicker decisions and greater certainty for both brokers and borrowers. Combined with the speed at which we can provide drawdown funds, this ensures an exceptional service from initial enquiry through to completion.

What do you expect from the future of the Loan Support and Relations and Support & Relations Teams?

We have already delivered a 5.5 percentage point reduction in defaults across the loan book, and we intend to build on this momentum by further strengthening our approach to recoveries and enhancing support around over-term loans and exits. As the Loan Support and Relations team continues to evolve, we aim to reinforce our reputation as a lender recognised for delivering successful outcomes and effectively supporting borrower investments.