Something significant is unfolding for Nationwide customers, starting effective from Wednesday. The building society has made an official announcement that hints at change across its services. Though the details remain under wraps, the move signals a moment of transition that could influence many account holders. Regulars of the brand are waiting to see what this shift entails, as Nationwide prepares to introduce an update meant to strengthen its position and deepen its connection with its members.
A new leadership remit and what it covers
The appointment places Damian Thompson at the helm of intermediary strategy. He now oversees relationships that feed lending, protection, and investment distribution. It matters for brokers, and it matters for customers. Because when broker support improves, decisions move faster and cases progress with less friction for everyone at each step.
The scope goes beyond mortgages. It includes insurance and protection, plus investment partnerships aligned to member needs. Aviva underwrites the home insurance product, and that partnership sits in his portfolio. The focus stays practical: clearer contacts, fewer delays, and joined-up service lines that reflect what people expect when they rely on trusted brands.
The move is “effective from Wednesday,” which signals an immediate handover. Processes rarely change overnight, yet early clarity helps. Communications guide teams and partners, while the building society’s Birmingham branch presence anchors the news on the ground. Nationwide keeps the promise simple: continuity where it counts, with room to raise standards.
Nationwide sets the agenda for intermediary relationships
Thompson’s task starts with service. Brokers want speed, consistency, and straight answers. The plan addresses those needs with tighter workflows, clean escalation paths, and clear service-level expectations. When the intermediary channel runs smoothly, customers see faster offers, fewer surprises, and outcomes that match what advisers set out at the start.
Reporting lines matter here. Thompson reports to Henry Jordan, who leads mortgages for the Group. That link should keep strategy close to lending decisions while still supporting insurance and protection. The Mortgage Works, the Group’s specialist intermediary brand, benefits as processes align, documents standardize, and guidance arrives at the same time for all parties involved.
Partners also expect a single view of responsibility. Thompson’s remit gives that view. He will manage the relationship with Aviva for home insurance, plus other third-party providers. Because roles are clearer, issues get solved faster. And when accountability is visible, Nationwide can raise expectations and measure service with less noise.
What brokers and customers should expect next
Expect practical tweaks first: better case updates, simpler contact points, and guidance that answers common bottlenecks. Those small fixes ripple through processing times. Lenders gain capacity, brokers save phone calls, and customers get decisions sooner. Change lands best when it helps people do the work in front of them today.
Digital improvements follow. Intermediaries value reliable portals, stable forms, and documents that pre-check for errors. When systems catch the basics before submission, rework falls away. That protects timelines and reduces stress. Teams can then focus on complex scenarios where experience adds value and empathy builds trust with every conversation.
Communication stays central. Updates will frame what changes now and what changes later. Partners need timing, not hype. With steady messages and a tight feedback loop, early snags surface and get fixed. The tone stays practical. The goal stays simple: make it easier to do business with Nationwide at every touchpoint.
Eighteen years of continuity and change
This move sits alongside a long record of leadership. Ian Andrew led the intermediary team across Nationwide and The Mortgage Works for 18 years. That history matters. It built one of the sector’s highest-performing relationship teams, according to Henry Jordan’s remarks. Good systems endure because people invested time to refine them.
Setting the stage for the next stage is acknowledging the past. According to Jordan, Thompson has extensive knowledge of mutual funds and mortgages. That mix supports a careful handover while keeping ambition live. Customers should feel stability, while brokers sense momentum. In large networks, confidence grows when transitions look planned, not improvised.
Gratitude and welcome messages do more than mark the moment. They signal that culture still prizes collaboration. Andrew’s thanks to colleagues and intermediaries point to shared wins. Jordan’s praise underlines standards the team will keep. With that backdrop, Nationwide can pursue improvements without losing the reliability partners count on.
What this means for Nationwide customers and partners
Customers should see benefits through the chain: faster case progress, clearer insurance options, and smoother protection journeys. Because the Aviva-underwritten home insurance sits within the same portfolio, handoffs can tighten. When products connect well, service feels simple. That matters most when families manage major decisions around homes and security.
For partners, the map is cleaner. One leadership remit spans mortgages, insurance, protection, and investments. That helps align onboarding, training, and service requests. Where brokers once chased separate threads, they can now route issues with confidence. The likely outcome is fewer loops, fewer delays, and better outcomes across day-to-day cases.
On the high street, the Birmingham branch presence keeps momentum visible. People prefer change they can see, not just read. As messages roll out, staff can set expectations and guide customers to next steps. The early aim is continuity that feels calm. The long aim is better service backed by Nationwide scale.
Why this midweek change points to steadier service
A leadership change can unsettle teams, yet this one carries reassurances. The remit is broad, the reporting line is clear, and the mission is practical. Brokers get structure, customers get speed, and partners get a single owner for key relationships, including Aviva for home insurance. With that clarity, Nationwide looks set to lift service without losing the steadiness people value.