Mortgage Helpdesk Support Hub

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Keep up to date with updates from our Mortgage Helpdesk
Welcome to your

Mortgage Helpdesk Support Hub

Paradigm offers members access to our highly commended Mortgage Helpdesk team, who are on hand to support members with general mortgage enquiries and help placing complex cases. If you are struggling to place a case for a client, you can call our Mortgage Helpdesk to get some guidance on which Lenders could assist, saving you a lot of time compared to doing this research yourself.  

Once registered as a Paradigm member, you can contact Diane, Gio, Katrina, Ben and Aryan via the telephone helpline 03300 536061 or via the email [email protected], where they endeavour to respond to your enquiry within two business hours.

In addition to this, the Mortgage Helpdesk create hints and tips guides, our monthly newsletter the Criteria Corner and regularly update our product guides and criteria grids, to help our members maximise their efficiency. They also provide supporting content to our quarterly newsletters which are regularly emailed out to members and can be viewed here.

Paradigm also produce relevant regulatory bulletins and eBooks which are made available to all intermediaries, topics covered include the SM&CR, mortgage fraud and the IDD. You can view these under the Regulation tab on our website.

Don't forget that to benefit from the Paradigm profit share scheme, you will need to use Paradigm as your payment route when you submit mortgage business to a Lender. If you haven't already done so, you can find a guide on how to add Paradigm here.

Criteria Corner

Criteria Corner

May - Special Purpose Vehicle

Download
May 2026 - Special Purpose Vehicle
April 2026 - Expat Mortgages
March 2026 - Criteria Corner - Foreign Nationals
February 2026 - Criteria Corner Affordability 2026
January 2026 - Adverse Credit
November 2025 - Foreign Currency


As always, we must advise that criteria does regularly change and therefore it is always prudent to double check with a Lender prior to submitting an application. Lenders provided are based on findings at the time of research and may not include every option available.

Gio Chanda

Gio is part of the Mortgage Helpdesk team. Our members can contact him to assist them with placing complex cases.

Gio Chanda CeMAP

Mortgage Helpdesk Consultant
Aryan Chohan

Aryan is part of the Mortgage Helpdesk team. Our members can contact him to assist them with placing complex cases.

Aryan Chohan CeMAP

Mortgage Helpdesk Consultant
Diane Jones

Diane manages our Mortgage Helpdesk team, and our members can contact her for assistance with placing complex mortgage cases.

Diane Jones CeMAP

Mortgage Helpdesk Manager
Katrina Ostrowski

Katrina is our Senior Mortgage Helpdesk representative, and our members can contact her for assistance with placing complex mortgage cases.

Katrina Ostrowski CeMAP

Senior Mortgage Helpdesk Consultant
Ben Ralph

Ben is part of the Mortgage Helpdesk team. Our members can contact him to assist them with placing complex cases.

Ben Ralph CeMAP

Mortgage Helpdesk Consultant

To aid with your client retention, we’ve pulled together this handy guide to support you and your clients when looking at the Product Transfer market.

You can find the schedule here.

If you need any additional support, please give the Helpdesk team a call on 03300 536061 or email [email protected].

It is clear that Green Mortgages are going to be a lot more prevalent in the future, with changes and development already underway as a result of the UK's aim to become net zero by 2050.  For example, we have already seen changes in particular around EPC ratings for rental properties.

As members of the Mortgage Climate Action Group, we understand the importance of green home finance and the net zero agenda and to support you in this area, we've pulled together a collection of resources which may assist you with these types of mortgages.  For more information about the Mortgage Climate Action Group, please click here.

Green Finance Institute: A collection of Lenders that offer green mortgage products can be found here.

Green Finance Institute: Podcasts available with one-to-one interviews sharing ideas on how to advance green and sustainable finance here. 

Green Finance Institute: Lenders handbook on Green Home retrofit and technologies can be viewed here. 

Mortgage Insider Podcast: Green Mortgages Explained can be listened to here.

If you need to find out if a property is eligible for a green mortgage, you can find out a property’s EPC rating on the Government website here. 
 
NatWest: Guide to Energy Performance Certificates – Take a look here. 

Mortgage Climate Action Group: Environmental Checklist for your office can be viewed here. 

Halifax: Home Energy Saving Tool - A few questions about your client's property can give a personalised action plan on how to best reduce their home energy use and provide cost-effective ways to improve their EPC rating.  Available here.
 
If you need any additional support on Green Mortgages, give the Helpdesk team a call on 03300 536061 or email [email protected]. 

Register for our Mortgage Helpdesk Criteria Sheets

If you’d like to access our Mortgage Helpdesk team’s criteria sheets which will give you guidance on placing complex mortgage cases, please register here.

Register
I use the Paradigm Mortgage Helpdesk on a very regular basis as they provide an excellent service which saves me valuable time. If I have a problem case, or one that has an unusual criteria requirement, I can contact the Helpdesk and they will source a solution for me. It saves me a huge amount of time ringing round lenders or their BDM’s, they either have the answer at their fingertips or will go and find out for me. Their response times are superb and if it is going to take a little longer then they will tell me and always come back within 24 hours.

Tony Vessey

Hunter Hammond Daniel Associates Limited
I use Paradigm Mortgage Helpdesk virtually every day….I cannot rate the team highly enough. I seem to get very unusual/quirky cases which often prove difficult to place. Their advice is proving invaluable. It saves me so much time trying to source the right lender(s). They always endeavour to come up with a solution to even the most tricky cases, and I truly value their constant support and help. They are brilliant!!

Sue Beeston

Mortgages-Online
I cannot speak highly enough about Adam, Diane and the team behind the mortgage help desk. With so much change in the market and constant chopping & changing of policy by lenders they are my regular sound board when looking to place a case slightly outside the norm.

Dean Williams

Agency Manager & Mortgage Consultant, Oakwood Independent Mortgage Consultants
“I have been with Paradigm Mortgage Services now for a couple of years and Adam, Katrina and Gio have been invaluable to me with the support that they provide to me when it comes to a complex case. The mortgage helpdesk adds considerable value to my business when I need help with lender criteria and specialist products. I can’t recommend them enough and without them, I wouldn’t feel as confident expanding my business further.”

Andrew Snowdon

Director, Zeo Finance Ltd
The team at Paradigm help desk go above and beyond, aswell as knowing them on a personal basis, I feel their approach is professional/consistent aswell as providing a response within record timing Honest, they have assisted many times in the past where we have struggled with placing a case We would be lost without them.

Anonymous

Anonymous
Working within TA who receive a very diverse mixture of enquiries, the support from the desk over my few years of writing business has been refreshing and crucial to my development and confidence to advise on any type of case. I feel having the team at hand has made my confidence grow day by day. The team answers the telephone every time I call and I know that whoever answers will have the mortgage/lender/criteria knowledge and who will understand my enquiry and support me fully. The hard work applied to the supporting spreadsheets such as but not limited to Offer Validity, Product Transfer Info and of course the criteria database was a dream come true and cannot fully emphasise how useful these have and still are to me. Overall 5* Service, Quality of Knowledge, Support and efficiency. In the current climate it is truly fantastic to have such a pro-active, friendly and understanding team behind you, thanks again and keep up the good work.

Andy Prodromou

Mortgage Advisor, Thomas Anthony Mortgage & Financial Services Ltd
My experience with the mortgage helpdesk has been amazing, they are always quick to reply and find lenders for difficult cases. They also provide great additional information with regard to lenders policy including things like Mortgage Offer lengths, Lender SVRS and Product Transfers dates.

Anonymous

Anonymous
The team at Paradigm are always on hand to help us. 99% of the time they answer in just a few rings and provide all the information we need. Nothing is ever too much trouble and as a new broker myself, their expertise and guidance has been invaluable. All the team are friendly, professional, and extremely knowledgeable. The criteria sheet is also amazing and so useful. We would be completely lost without Paradigm who make our day to day lives easier with their accuracy, speed and willingness to help.

Elise Coleman

Herts Financial Services Ltd
I think the Building Society collective is an excellent service/idea and the time savings are huge, hours saved in trying to research lenders criteria and or call them, compared to sending one email that touches so many…[the] level of replies where incredible and some of the lender names that replied I’d never heard off and would never find either!

Gavin Ross

KD Wright Financial Services Limited
The Building Society collective saved me a lot of time on complicated case research.

Olesya Vintila

Exe Mortgages Ltd
I have just tried this new option of sending an enquiry via - [email protected]. – and was SO impressed with the response. It has saved me SO MUCH time instead of contacting each lender individually. I have a very complicated/quirky case and it was so refreshing to make just ONE enquiry – send it over, and then very quickly get a succession of responses from different lenders (some can, some can’t help – super useful to have the info from all of them). Absolutely brilliant option – which I will be using a lot moving forward.

Sue Beeston

Mortgage Consultant, Mortgages-Online
As mortgage brokers, being a member of Paradigm Mortgage Club has been a major benefit to our business. From the moment we joined, in 2012, we gained access to a wealth of resources, support, and opportunities. Paradigm Mortgage Club's growing panel of lenders provides us with access to a diverse range of products and competitive rates. This expanded network has not only allowed us to better serve our clients but has also enabled us to grow the business by offering tailored solutions. The support and guidance provided by the Senior Management Team and staff at Paradigm Mortgage Club has been invaluable. Whether we needed assistance with complex client scenarios, industry updates, or compliance matters, they have always been there to offer expert advice. Furthermore, the exclusive events, training sessions, and networking opportunities facilitated by Paradigm Mortgage Club have been instrumental in our professional development. Their extensive network, unwavering support, and commitment to excellence have empowered us to thrive in a competitive market. We are grateful for the partnership and look forward to continuing to grow and succeed with Paradigm Mortgage Club by our side.

Mortgage Master

(Glasgow)
I would just like to say a big thank you ... your emails and information [were] great and saved me a huge amount of time. I really appreciate your help with this, and I can now continue to narrow down the options for the clients. Paradigm are always helpful and I have never had any issues over the many years of association but I am guilty of not saying this out loud - so here it is THANK YOU ALL.

Diane Fish

Just Financial Planning Limited
In my 23 years in the Financial Services industry you would like to think things would get easier, but I’m afraid it doesn’t work like that. So when you come across something that can save you a lot of time and effort, you grab it and take advantage of it. Often getting a mortgage lenders criteria to fit can be like completing a difficult jigsaw, leaving you frustrated and pulling your hair out. However that is now history. When I get a difficult case I just call the friendly team at Paradigm’s Mortgage Desk who can solve most problems in minutes. I can’t recommend the team enough, they are very experienced and full of knowledge and will go over and beyond. Since I have started taking advantage of this free service I haven’t just saved hours I have saved days.

Kenny Young

Director and Mortgage Adviser at J&K Financial Solutions Ltd
Gio, I wanted to take a moment to express my sincere gratitude for your invaluable input on this case. Prior to your involvement, I had lost all credibility with the client, and the relationship was on the brink of collapse. Thanks to your intervention, the initial decision to decline has been overturned, and the offer has now been issued. I truly cannot thank you enough. The situation was fraught with complications from the valuer’s assessment from the outset. While I fully appreciate that lenders must be guided by valuation reports, in this instance, it was clear to me that the outcome was unjustified. Your support not only restored fairness but also salvaged a relationship that was incredibly important to me. The value you and Paradigm have brought to this case is genuinely second to none. Thank you once again—I’m deeply appreciative.

Heather Welsby

Mortgage & Protection Specialist, at Mortgage Street
Paradigm

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Brooke Court, Lower Meadow Road,
Wilmslow, Cheshire SK9 3ND

0161 486 4890

Paradigm Mortgage Services LLP
Office address: 1310 Solihull Parkway, Birmingham Business Park, Birmingham B37 7YB
Registered in England and Wales. Company No: OC323403. Registered Office: Paradigm House, Brooke Court, Lower Meadow Road, Wilmslow, SK9 3ND
Paradigm Mortgage Services LLP is a Limited Liability Partnership.