About us
Impact Report

L&C Impact report 2025

L&C is one of the UK’s leading mortgage and protection brokers, supporting customers through some of the most important financial decisions of their lives.

At L&C, impact is not a side initiative. It is how we do business.

In 2025 we completed 65’000 mortgages, an increase of 15% on 2024, and surpassed over one million mortgage applications. A landmark of our 25 year history. Our rate check service also helped customers save more than £29m, and we saved our customers more than £33m by not charging broker fees.

Our people

Executive Statement

I’m pleased to share our Annual Impact Report, which reflects the progress we’ve made in delivering positive, meaningful outcomes for our colleagues, customers, communities, and the planet. Impact isn’t just an add-on to our business; it’s fundamental to how we operate and make responsible decisions every day.

2025 was a significant year for L&C. Achieving B Corp certification marked an important milestone, recognising the strength of our governance, values, and commitment to balancing profit with purpose. We saw fantastic charity fundraising results and strong colleague engagement, demonstrating the passion and dedication of our people to making a difference. Our focus throughout the year has been on embedding impact and inclusion into everyday decision-making, while continuing to strengthen governance and accountability.

At the heart of our approach is a culture of belonging. Through our work across sustainability, We Belong (DEI), charity and community, and wellbeing and vulnerability, we’ve continued to create an environment where people feel supported, respected and able to thrive. Colleague engagement remained at a good level, with a score of 73, and our NPS of 84 reflects that both colleagues and customers feel heard and supported. We enhanced the identification and support of vulnerable customers, mental health conversations, expanded colleague-led employee resource groups, and deepened our community partnerships and volunteering activity.

We recognise that meaningful impact requires transparency, robust oversight, and a commitment to continuous improvement. While we’re proud of the progress we’ve made, we remain honest about the work still to do and the responsibility we carry as we grow and transform.

Looking ahead to 2026, and in line with ExCo priorities, we enter a year of change and transformation, focused on delivering our strategy through our core pillars of innovate, optimise and people. We’ll continue to listen, learn and evolve, ensuring that risk, compliance and impact remain integral to our decisions and outcomes. In doing so, we aim to deliver great results today while building a more inclusive and sustainable future for tomorrow.

Matt McCall, Chief Risk & Compliance Officer & MLRO

We believe impact is about progress, transparency and courage. We’re proud of what we achieved in 2025 and committed to doing even better for our customers, colleagues, communities and the planet.

In 2025, our focus has been clear: to deliver great outcomes while acting as a responsible, inclusive and purpose-led business for our customers, colleagues, communities and the planet.

Impact at L&C isn’t about perfection. It’s about progress, transparency and doing the right thing even when it’s hard.

Everything we do is guided by our Impact & Inclusion strategy, delivered through the We Belong approach and centred on five interconnected pillars:

  • Belonging and Inclusion
  • Customer Vulnerability & Fair Outcomes
  • Wellbeing & Mental Health
  • Community & Social Impact
  • Environmental Sustainability

This joined-up model ensures progress is intentional, measurable and human-centered.

We continued to build a workplace where colleagues feel valued, safe and able to thrive. Through inclusive recruitment, colleague-led networks and lived-experience storytelling, belonging became something we actively designed rather than assumed.

Key Highlights:

  • Expansion of colleague-led inclusion groups, including the introduction of a Neurodiversity working group
  • Adapting policies around life cycles and flexible working, including menopause guidance and a new benefit of paid HRT, reviewing our caregiver support including introducing Caring Out Loud, an initiative that reduces stigma and supports our people with caregiving responsibilities.
  • Inclusive recruitment, directed recruitment for underrepresented groups and development pathways through the L&C Academy (no experience needed) and Journey to Management programmes
  • Lived-experience storytelling embedded into internal communications and learning
  • Awareness and celebration of key moments with our people including Pride, Black History Month, and International Women’s Day
  • As part of our commitment to rise and retain female talent in our industry we have headline sponsored the Women’s Recognition awards for a 2nd year and we led a Pay it Forward campaign, encouraging nominations beyond their own organization

Impact:

  • Colleague engagement score remained consistent at 73
  • Stronger cross-business collaboration and idea-sharing
  • Increased confidence for colleagues to bring their whole selves to work
  • We were recognised with 24 awards; we were awarded Best Mortgage Broker 6 times. including 9 individual colleagues awards and 7 awards linked to Diversity, equity and inclusion including Equality employer of the year.
  • More women applied and were successful into manager roles
  • The Women’s recognition awards received a higher number of nominations than previous years and we celebrated several women’s success. We will support again for the 2026 awards.

Belonging at L&C isn’t about fitting in, it’s about being valued for who you are.

Supporting customers in vulnerable circumstances remained central to our strategy. Inclusive communication, proactive disclosure and strong colleague capability ensured we delivered fair, empathetic and compliant outcomes aligned with Consumer Duty.

Supporting customers in vulnerable circumstances remains a core priority.

What we delivered:

  • Proactive vulnerability identification using inclusive disclosure and consent-based approaches
  • Improved accessibility across communications and digital journeys
  • Clear signposting to specialist external support organisations
  • Ongoing colleague training aligned to Consumer Duty expectations

Impact:

  • NPS customer score 84 (2025)
  • Quality customer disclosures, enabling earlier and more tailored support
  • Positive recognition from regulators and industry peers for good practice

We design our journeys to reduce harm, build trust and deliver the right outcome, not just a transaction.

Mental health and wellbeing were embedded into our culture through leadership engagement, open conversation and access to support. We focused on psychological safety and shared responsibility.

In 2025, L&C strengthened its commitment to mental health, recognising that wellbeing underpins performance, retention and inclusion.

Key events:

  • Continued alignment as a signatory with the Mortgage Industry Mental Health Charter
  • Enhanced access to EAP, wellbeing resources and mental health support
  • Lived-experience storytelling to reduce stigma and encourage openness
  • Leadership engagement and psychological safety embedded into culture

Impact:

  • Increased confidence in having wellbeing conversations
  • Stronger peer-to-peer support
  • Mental health and wellbeing recognised as everyone’s responsibility
  • Recognised as an Outstanding initiative of support

From long-term charity partnerships to local volunteering and colleague-led fundraising, our community work continued to support children, families and grassroots organisations across the UK.

Giving back has always been part of L&C’s DNA.

2025 highlights:

  • Continued long-standing partnership with Winston’s Wish, raising over £120,000
  • Support for local NHS children’s wards in Bath and Newcastle
  • Foodbank partnerships
  • Colleague-nominated Community Fund donations supporting grassroots causes
  • Over 500+ paid volunteering hours used across the business

Impact:

  • Support for children, families and vulnerable communities
  • Strong colleague participation and pride
  • Local impact delivered nationally
  • Over £30k+ donated to charity and community projects

2025 marked a step change in our sustainability journey. Achieving B Corp certification, offsetting emissions and investing in tree and kelp restoration moved us beyond offsetting toward regeneration.

In 2025, L&C we started moving beyond just offsetting, focusing on regeneration and long-term impact.

What we achieved:

  • In 2025, we proudly achieved B Corp ™ accreditation, joining a global movement of businesses committed to balancing profit with purpose. This certification recognises our efforts to meet the highest standards of social and environmental performance, transparency and accountability while holding us to continual improvement.
  • Carbon offsetting through a clean water bore project in Kenya
  • Partnership with Carma to fund trees and kelp restoration, supporting veterans and vulnerable groups
  • Internal sustainability champions driving everyday action by cutting waste and making our offices and ways of working more sustainable. From energy efficiency to greener commuting, we’re embedding sustainability into daily life and encouraging #ChangeOneThing

Impact:

L&C continues to play an active role in raising standards across the mortgage and protection industry.

What we achieved:

  • Representation on industry panels, working groups and award judging
  • Thought leadership through conferences, webinars, podcasts and media
  • Sharing best practice on inclusion, vulnerability and wellbeing
  • Championing collaboration over competition

We believe progress accelerates when we learn together.

In 2026 we will:

  • Continue to review Gender gap data and actions to understand where barriers exist to attract a more diverse workforce.
  • Ensure Impact is considered in all pillars of our 2026 strategy
  • Expand accessibility and inclusive design across customer journeys through our transformation.
  • Grow colleague-led networks and lived-experience advocacy
  • Continue to lead with courage, care and accountability
  • Drive sustainable actions beyond just carbon offsetting, working to reduce our impact on the environment and support our industry to do the same
  • Continue to collaborate and share best practices
  • Strengthen our Wellbeing strategy to help reduce stigma around wellbeing conversations not only within L&C but our industry
  • Aim to increase our volunteering hours used by colleagues and support more community projects
  • Invest more in our management programme to attract and retain more future leaders at L&C and for our industry
  • Talent and Recruitment – continue removing bias and diversifying appointments
  • Review our D&I data collection process

The challenges we continue to face globally are significant, from the fight for racial and gender equality to the struggles over mental health, climate change and human rights. And yet, despite these challenges, we are more committed than ever to creating a workplace where our values and impact are not just words, but the foundation of everything we do.

Our actions may be small in the grand scheme of things, but when combined, they are creating a ripple effect that strengthens our culture, supports our people and drives change in our industry. It’s not about counting every action but ensuring that each one matters, so that every colleague, no matter their background, feels seen, heard and valued

We are proud of what we’ve achieved in 2025. And we’re even more excited about what comes next.