Q. What’s your top tip for running a leading brokerage?

Values, collaboration, and human-first broking

Stay anchored in your values and keep everyone pulling in the same direction – that’s when a brokerage becomes a network. For us, ‘Stronger United’ isn’t a slogan. It’s how brokers, support teams, and leaders back each other and share what works, so everyone lifts.

Technology and AI are an enabler and a multiplier – they remove friction, sharpen insight, and give brokers more time with customers. They don’t replace the broker. This is a human business, built on trust and judgement.

Keeping home loans human is ingrained in how we work, and it’s always on my mind.

Listening, purpose, and shared values

Success in broking starts with listening to understand what brokers and their customers need and knowing what you stand for as a business.

Our business has transformed over the last few years, which is why in 2025, we set out to define our collective purpose and values following extensive consultation with our broker network. It was inspiring to hear brokers delve deep into what guides them to distil what sets our business apart. We aligned on our network DNA to develop a shared vision that will guide Mortgage Choice into the future.

Combining people, technology, and expertise for lasting success

Build a platform, not just a network. The most successful brokerages are the ones that combine great people with superior technology, specialist support, and diversified income streams. When brokers have access to better data, better credit expertise, and more ways to add value to their clients, they write more business, retain customers for longer, and generate far greater lifetime value.

An amazing customer experience

Invest in your customer experience, the training and development of your teams, and continually refine processes and systems as new ways of working emerge, especially within the AI revolution.

It’s important to build relationships within the industry ecosystem – lender BDMs, other high-performing brokers.

Continue to invest in your own education – we all depreciate, and we need to be continually learning new skills.

And critically, don’t give up: growth is expensive, and there will be challenges but the best brokers have all faced challenges, and thought about giving up, but they have persevered, adapted, and built brilliant businesses.