UK Mortgage Broker: AI Adoption Across Four Teams

The problem

The broker’s teams handled high-volume, knowledge-heavy work across finance, compliance, marketing and brokerage. AI demos existed, but nothing was embedded in daily work, and a generic chat assistant did not know the firm’s data, templates or compliance route.

What we built

A Claude team-account layer: a router that loads the right department skill, 51 skills across finance, compliance, marketing and brokerage, five live boards built from the firm’s own connectors, a shared memory layer, and weekly routines. Every output is a draft for human review, and client-facing work follows the FCA compliance route.

Why it holds up

Adoption is the product. The team runs the skills in its own sessions and the boards in its own meetings; the system does not live in a demo account. Named owners sign off each department’s output, and client-facing work stays on the FCA compliance route.

Team adoption

Who uses it now

Finance, compliance, marketing and broker teams. Each department has a named owner who signs off its output.

What we handed over

51 departmental skills, five live boards, the shared memory layer and the weekly routines, on the firm’s own Claude team account.

What changed

From ad-hoc AI demos to skills the team runs in its own sessions and boards reviewed in its weekly meetings.