Evolution with Paul Dignan

For some of us, it’s not unusual to have our deepest moments of reflection in the early hours of the morning when we can’t sleep.

Regrettably, I found myself in this very position shortly into the New Year, having woken up just before 4am with a wandering mind.

When I cast my mind back to when Big Ben struck midnight on Wednesday 1 January 2020, nobody could have predicted how life-changing the first half of the new decade would be. I recall being one of the many revellers that went to the now infamous Cheltenham Festival that year in what would become one of the last major sporting events in the UK prior to lockdown, only to return to work the following Monday to be asked if we, as a lender, accepted “furlough income” a term, at the time, I’m ashamed to say, I was completely unfamiliar with. In hindsight, however, that moment marked a new theme for a new era: accepting and adapting to change. And in the weeks, months and years that followed, there has been an abundance of change, which has impacted each and every one of us. Whether it be different ways of working to different ways of communicating to different ways of experiencing life.

Whilst the last six years have occasionally felt like a dream - sometimes good, sometimes bad - there can be no question that we, as individuals, have been forced to evolve, both personally and professionally.

And there can be no better example of this than here, at TSB Mortgage Intermediaries, where, during the last twelve months, we have embraced both change and opportunity in equal measure.

In 2025, we:

• Launched! Live Person, enabling mortgage brokers to chat to us live for instant support with criteria or keying guidance. No bots, just brains!
• Launched! our Energy Efficient Product range with a £250 cashback for Residential Purchases with an EPC rating of A or B.
• Launched! our New Build Service Guarantee, meaning for all New Build applications, we guarantee that we’ll work all documents by the next working day*.
• Launched! our new TSB Mortgage Intermediaries LinkedIn page, providing mortgage brokers with news and insights, criteria updates, and support, tools, and tips. Please follow us to see our latest posts.
• Launched! our new Virtual BDM team, complementing our distribution model.
• WON! the prestigious Financial Adviser Five-Star Service Award in the Mortgage Provider category for the sixth year running.

In short, 2025 was another incredible year at TSB Mortgage Intermediaries, and we will continue to evolve our proposition throughout 2026 to maintain a compelling and exciting vision for mortgage brokers.

Now I’ve managed to get that off my mind, maybe I can try and get back to sleep.

* Subject to applications being fully packaged. Cases referred to Underwriters are excluded.