Gen H receives “excellent” NPS from brokers on panel

October 9, 2023
London, UK

Fintech mortgage lender Gen H has achieved an NPS of 83 in a survey of the brokers on its panel in their Q3 relationship survey. This score is considered excellent by industry standards; 88% of brokers who responded to the survey were promoters and only 5% were detractors. 

These results follow from the lender’s Q1FY23 broker NPS survey, which returned a result of 76. Gen H also has a TrustPilot rating of 4.9.** 

The Gen H NPS measures how likely brokers are to recommend Gen H to a friend or colleague, and is sent to brokers who have used the application process.

Brokers were most impressed with Gen H’s service and relationship management, in particular the friendliness and support from their BDMs. One broker commented that the Gen H BDMs were “brilliant, personable and knowledgeable”. 

Other areas that impressed brokers include Gen H’s innovative mortgage products, standout tech platform and common sense approach to underwriting. One broker said Gen H was a “great lender and exactly what the market needs. A lender with a REAL flexible approach”. Another said Gen H was “shaking up the broker world”.

Forging strong relationships with brokers is central to Gen H’s mission of helping everyone own a home. 

To this end, Gen H recently launched a brand new affordability calculator for brokers, delivering more accurate loan sizes earlier in the application process. The firm also launched a new searchable, A–Z criteria centre for brokers, which makes it simpler than ever for brokers to learn about criteria and understand applicable policies. 

Gen H also recently hired 2 new BDMs and 1 new Broker Specialist, building out a broker team that remains committed to delivering the best outcomes for customers and a great service for brokers.

Gen H, which launched its intermediary channel in the summer 2021, now has over 12,000 brokers on panel with ambitions to continue to roll out to the whole market in the coming months. 

Will Rice, CEO of Gen H, said: 

“We’re very proud that our broker partners have rated our service so highly. Our teams are constantly striving to deliver outstanding outcomes for customers and brokers alike, and it’s gratifying to see our team’s dedication and commitment to excellence reflected in such a  high NPS score.”

For editors

Will Rice is available for comment.

*The Net Promoter Score is calculated based on responses to a single question: How likely is it that you would recommend our company/product/service to a friend or colleague? NPS can be as low as −100 (all detractors) or as high as +100 (all promoters). An NPS that is positive (i.e., higher than zero) is considered “good”, over 30 is considered “great” and over 70 considered “excellent”. 

NPS results based on a representative sample of 148 brokers conducted in 2023. 

**Trustpilot score accurate 06.10.23.

Gen H is a fintech mortgage lender founded in 2019 with the goal of helping everyone become a homeowner. Gen H takes a customer-first, tech-led approach to lending, prioritising fair prices, flexible criteria and exceptional customer service for a seamless and supportive borrowing experience. Products are available online and through select clubs and networks such as the Legal & General Mortgage Club, PRIMIS, TMA Club, and Simply Biz.

Gen H is authorised and regulated by the Financial Conduct Authority. Our Financial Services Register number is 921355.

For journalist use only. For intermediary use. 

Media contact:

Leanne Sarjant