Woolwich has restructured its intermediary sales team to provide different points of contact for brokers depending on how they want to deal with the lender.
The move means 10 business managers have been moved to look after key accounts while 22 intermediary relationship managers have been appointed to deal with brokers face-to-face on a regional basis.
A further 33 intermediary relationship consultants will deal with broker queries by telephone and there will be two new dedicated support teams.
The first of these teams will deal with technical aspects concerning policy and applications while the second will focus on online and system-related queries.
In all, 12 staff have been added to the Woolwich intermediary team.
The lender says that the restructure is a result of broker feedback calling for dedicated contacts.
A spokeswoman for Woolwich says: “All brokers on our database will have named contacts. Our research shows they want a manager and a support team that works with them to ensure they get the best out of Woolwich.”
Tom Cleary, financial services director at Start Financial Services, says his local BDM has been moved on and that he will now have to deal with one BDM covering the whole of the South of England.
He says: “I’m disappointed by this move. I had a 20-year relationship with our BDM which has been taken away in one fell swoop.
“We feel our relationship is with the BDM rather than the company.”
But the spokeswoman says: “I don’t see brokers losing their personal relationships with us. They should not get less support.”
Last month the lender updated its processes by scrapping its controversial funds booking line and replacing it with an online system.
The online system gives brokers a reference number which has to be submitted with an application within 48 hours of funds being booked.
The lender also recently restored the maximum LTV on its two-year fixed rates to 70% after temporarily reducing this at the beginning of March.