Why this broker no longer does evening appointments

For this edition, Mortgage Introducer caught up with Michelle Lawson (pictured top), mortgage and protection adviser at Lawson Financial, who has spent more than two decades guiding clients through an increasingly complex and fast-moving market. From her early days swapping the travel industry for CeMAP textbooks during her daughter’s nap times, to building a thriving family-run brokerage, Lawson has seen first-hand how technology, regulation and borrower expectations have reshaped the mortgage landscape.

Yet while she welcomes innovation and the rise of tools such as open banking and AI to boost efficiency, she is equally passionate about protecting the human element of advice – challenging “finfluencer” misinformation, championing often-overlooked protection conversations, and setting firm boundaries to safeguard her own time so she can give her clients her best.

Full name: Michelle Lawson
Job title: Mortgage and Protection Adviser
Company: Lawson Financial Ltd 
Number of years in the industry: 20+
Location: Fareham, Hampshire

How and when did you become a mortgage broker?

I became a broker over 20 years ago. I had been in the travel industry previously, having worked as an overseas rep, in a travel agency (good old Lunn Poly, Thomas Cook et cetera) and then organising business travel for IBM.

When I had my daughter and looked at returning to work, I saw it as an opportunity to do something different. I spent the time while she was sleeping studying for my CeMAP. Once I had passed, I started with Cheltenham & Gloucester and then progressed to Purely Mortgages in their call centre. After a couple of years, I then went to an independent estate agency role covering lettings and agency as well as brokering.

I started my business in 2014 and my husband joined me the following year and the rest is history! We did start in lettings again, which we came away from to concentrate further on the mortgage side, but we are still in close touch with our former business partners and support each other as best we can.

In your opinion, what has been the most positive development in broking?

Technology and product innovation have moved on, but some of that is also its Achilles heel. It is good to see how lenders navigate market changes but, in all honesty, the job now is the hardest it has ever been, as it has become so complex and diverse – as have borrowers’ situations.

I think we will see a further rise in AI and Open Banking, more for an efficiency and support role rather than as a replacement for staff, although some streamlining is inevitable as a result.

What challenges do you see currently facing the industry, and what solutions would you propose?

Many advancements are also slowing the industry down. I can’t understand how, after being in the industry so long and with all the technological advancements we have had, the time for transactions has lengthened quite significantly. A swifter transaction is much needed, with an overhaul in the buying process.

Seeing the rise of finfluencers giving some dangerous, dubious advice on social media is also very concerning, so it is vital that consumers are aware of this and seek correct advice from the right channels.

Lastly, not enough focus is placed on the protection side of things, as AMI Viewpoint has recently shown, with just 39% of people stating they recall a conversation about it – so there is a huge knowledge gap and opportunity here.

Can you share a memorable or challenging experience from your career as a broker and the lessons you gained from it?

There are many, as this is why we do what we do! I will fight tooth and nail for my customers and have had some good wins of case placement. One of the things I have stopped doing is evening appointments. I felt like I had to be there for everyone all the time.

But one appointment I went to became the last evening one. I had a young child, was working all hours during the day and night, and the couple told me the earliest time they would be available was 7pm. I had worked all day, set off to be greeted with their appreciation as they got in at 5pm, kicked up their heels, walked the dog, had their tea and now I was all theirs! I was starving, had not had lunch let alone tea, had not seen my daughter and had not walked the dog.

It made me realise that so many people don’t value the time of others, and I changed my stance and haven’t looked back.

Could you share any valuable advice for individuals aspiring to become brokers or those new to broking?

My biggest advice is fight for what you believe in and never turn down an opportunity. Many doors have opened for me over time that I really didn’t expect. We are losing the ability to converse, so we should be doing more. Diversify, go out of your comfort zone, as it all adds ammo. We are all constantly learning as the industry moves and there is always something to pick up.

Use your BDMs’ knowledge and experience too. Becoming a broker is the easier part; becoming a good one is hard and it takes many years and is a very slow burner, so don’t give up! 

Broker in Focus is a weekly Mortgage Introducer feature, spotlighting mortgage brokers from diverse backgrounds and locations across the UK. Among those recently featured are Matt Thomas of First Financial Solutions, John Carter of Abode Mortgages, Bobby Lumsden of RML Financial Management, George Christou of Bournemouth Mortgages, Amit Patel of Trinity Finance, Paul Came of The Mortgage Plan, James Hayes of Mortgage Links, Gerard Boon of Boon Brokers, and Malcolm Wright of Mainly Mortgages.