Background 

In 2021, Mortgage Advice Bureau redefined its company mission and vision. After pandemic restrictions were lifted, the company wanted to motivate people to return to the office to reinforce the culture and further enhance collaboration and communication. At the centre of this strategy was the renovation and repurposing of MAB’s head office to support a hospitable environment for permanent hybrid working and cater to employees’ neurodiverse needs.

The driving commitment was to foster a workplace that encouraged wellbeing, embraced diversity, facilitated open communication and collaboration, and heightened employee engagement. This was more important than ever during what has been a high pressure environment for not only the company, but the mortgage market as a whole.

Approach 

The then People & Culture Director, Claire Smith, spearheaded several initiatives aimed at reinforcing the company value system, embodying MAB’s DNA behaviours, and cultivating an inclusive culture. Instrumental to this was ‘Breakfast with the CEO’ (which aims to break down communication barriers), the launch of a revamped induction programme, and the hiring of key personnel, including an L&D champion and an Internal Communications Manager for improved company-wide engagement.

Recognising the diversity of needs among MAB employees, the company formed an activity-based working concept, transforming the office into an inclusive space, accommodating focus pods, quiet areas, collaborative zones, and a wellness space that employees can use for purposes such as prayer, nursing, or meditation. A mentoring programme was launched to provide all employees with opportunities for personal and career development.
MAB have a mix of aspiring and existing managers on a Women in Leadership Apprenticeship, and a number of existing female leaders are members of the WLA (Women’s Leaders Association), in support of addressing and closing the gender pay gap.
A Performance Excellence framework has been introduced to ensure employees remain focused on embedding the company’s stated behaviours in their roles, all while engaging with business goals/objectives.

Outcome

The new way of working has spurred collaboration, boosted staff performance, and enhanced employee wellbeing, paving the way for robust market share and profit growth in the future. In addition, MAB’s commitment to ESG (environmental, social and governance) has gained momentum, with the office’s ESG rating improving from D to B, and the appointment of an ESG consultancy to advance its sustainability journey. Since 2021, the firm’s culture building efforts have won MAB 10 awards.

We also now have a fully established DEI group (MAB’U’nity), and new policies relating to dependent care and study leave have been introduced.