At Mortgage Advice Bureau (MAB), we recognise the urgent need to address climate change and the critical role businesses play in building a more sustainable future. Our approach is pragmatic and impact-driven, ensuring that our efforts lead to meaningful, long-term change.
A thoughtful and credible approach to Sustainability.
We focus on three key areas:
- Environmental Leadership and Advocacy
- Social Responsibility
- Strong Governance and Oversight
While MAB has not yet publicly committed to a net zero target, this reflects a considered approach – one that prioritises measurable impact over symbolic commitments. We believe sustainability strategies must be realistic, robust, and deliver meaningful outcomes. Our focus remains on areas where we can drive the greatest change – both within our operations and through the support we provide to our Appointed Representatives and customers.
By embedding sustainability into our business strategy, governance, and culture, MAB is playing an active role in the transition to a more resilient and energy-efficient housing market, while maintaining integrity, transparency, and creating value for all stakeholders.
Environmental Leadership and Advocacy
MAB is a financial services business with oversight of nearly 200 independently operated businesses. The majority of our emissions come from Scope 3 sources, which fall outside our direct control. Recognising this, we focus on enabling large-scale emissions reductions by leveraging our position as a trusted mortgage advice brand, working closely with our Appointed Representatives, introducers, and business partners to support the decarbonisation of the UK built environment.
Our Resilient Homes proposition makes it easier for homeowners to access energy efficiency improvements, helping them make informed upgrade decisions while exploring suitable non-cash financial solutions. By empowering customers to reduce their reliance on utility providers, we not only support decarbonisation across the housing sector but also help protect their financial well-being in an evolving energy landscape.
Social
Responsibility
At MAB, we are committed to making a positive impact on the lives of our customers, business partners, colleagues, and communities.
We already serve a strong social purpose by helping consumers finance their dream homes, ensuring they can make informed decisions about one of life’s biggest financial commitments. This goes hand in hand with supporting customers in protecting their financial health and well-being.
Colleagues
Our colleagues are key to our success, and at MAB Group, we believe that an engaged, balanced workforce will drive better outcomes for everyone. We know that our colleagues are vital in delivering our mission for our customers, and supporting and engaging them will lead to strong and sustainable growth.
Through our People Strategy, we are committed to building an agile, digital first organisation that is fit for the future and has the right people, in the right roles, at the right time supported by the right culture, along with delivering an outstanding colleague experience for everyone who works here.
Colleague Engagement
We know the importance of listening to our colleagues throughout their entire lifecycle and there are many ways that we do this including focus groups, diversity forums and our colleague engagement surveys.
We were pleased to hear, in our most recent survey, that colleagues feel proud to work at MAB, that they feel connected to what we do here and understand how their role contributes to our success.
We are delighted that 70% of our colleagues took part in our survey and with an overall engagement score of 76%, and an eNPS of +23, this gives us a great benchmark as we continue to have dialogue with our colleagues.
Learning and Development
We are committed to promoting and embedding a learning culture here at MAB Group, and developing our colleagues to have the skills, knowledge, and mindset to embrace challenges and drive success.
Our continuous programme focuses on:
- Creating strong leadership – we support our leaders at MAB, developing their leadership skills and championing them to really make a difference.
- Developing talent – We develop our talent internally and look to identify and nurture the potential of our colleagues here at MAB.
- Effectively managing performance – we help our colleagues to set the right objectives, have quality conversations and give and receive good feedback.
Wellbeing
Colleague wellbeing at work can help to create a positive working environment by minimising stress levels, improving enjoyment of work and ultimately helping colleagues to thrive.
At MAB Group, we have a calendar of events that supports the financial, physical and psychological wellbeing of everyone who works here. Feedback in our recent colleague engagement survey was extremely positive around this and indicated the importance of wellbeing to our colleagues.
Community
Actively serving our communities is an increasing priority at MAB Group. We make this possible through the projects supported by the Mortgage Advice Bureau Foundation.
The Foundation is a grant-giving charity that supports community-based projects chosen by our staff, customers, and business partners. It was created to promote awareness among our stakeholders of the growing needs of the communities they live in or are relocating to.
The Foundation looks to support charitable activities in the three following areas:
Health and Wellbeing – projects that help communities address health and wellbeing issues so that everybody’s quality of life can be improved.
Preventing and relieving poverty – projects to support communities through financial hardship and social exclusion.
Environmental and conservation – practical and educational projects to help communities make green choices and reduce their carbon footprint.
We also share our success with the communities around us, encouraging our colleagues to give back by volunteering during (and outside of) working hours. We also organise volunteering opportunities for groups centrally.
Strong Governance and Oversight
Sustainability is embedded in our governance, structure, and controls, ensuring that our approach is both strategic and accountable.
Our Sustainability Committee, which includes senior leaders and executives, provides oversight of all sustainability-related activities, including environmental initiatives, social responsibility, and governance best practices. This ensures that sustainability remains a core focus at the highest levels of the organisation, driving meaningful progress and alignment with our long-term business strategy.
Our leadership team continuously reviews our sustainability strategy, ensuring it evolves in line with best practices and delivers value for all stakeholders.
Governance
As a company, we believe that good governance is crucial to the delivery of our strategic objectives. We aim to remain abreast of best practices and developments in the regulatory frameworks that we operate within, as well as in the ways that we service our customers’ needs.
Our compliance processes and robust controls have resulted in MAB being well-regarded by lenders, both for volume of transactions and customer outcomes. We continue to measure highly for customer satisfaction through the online review platform Feefo, with a score of 4.9 out of 5 from over 24,300 reviews.
In 2023, the number of customer complaints received was 0.2% of written mortgage volumes (2022: 0.2%. We remain below the threshold for referred complaints to the Financial Ombudsman Service, and do not appear on its public database as a result.