Exploring diversity, equity & inclusion (DEI) from the perspective of a broker

How did it start?

Understanding our people: creating a workplace where everyone belongs

An inclusive workplace is one where employees feel safe, happy, and empowered to thrive. By understanding our people L&C is recognising that diversity drives innovation and success. By fostering a culture where everyone belongs, we have seen an improvement in engagement, retention, and overall job satisfaction - when employees feel valued and included, they bring their best selves to work, benefiting both the business and the customers we serve.

Bringing people together in a hybrid and remote world

The shift to hybrid and remote working has transformed how we connect, breaking down traditional barriers and allowing for greater inclusivity. Alongside this, digital collaboration tools enable employees from diverse backgrounds, locations, and circumstances to participate fully in workplace discussions and decision making. However, we can’t be complacent and must continue to strengthen connections and ensure that remote and hybrid environments remain inclusive spaces where all voices are heard.

A top-down approach: leadership buy-in and CEO sponsorship

For DEI initiatives to have a real impact, they must be championed from the top - leadership buy in is critical to embedding diversity and inclusion into an organisation’s DNA, At L&C the CEO Mark Harrington actively sponsors the Employee Resource Group for DEI, “We Belong”. He has also created a Head of Impact and Inclusion role in 2024, signalling that inclusion is a strategic priority, not just a talking point. Strong leadership commitment ensures that DEI is integrated into business decisions, policies, and workplace culture.

L&C recognise we are on a journey – and are in no way perfect - but are working on the basis that leadership starts with example. We want to continue to learn from others and believe that when brokers and leaders actively champion DEI, they inspire others to follow suit.

Role modelling inclusive behaviour whether its supporting diverse talent, advocating for underrepresented groups, or fostering open conversations creates a ripple effect across the industry. When colleagues and stakeholders see DEI values in action, they are more likely to embrace them, leading to long-term cultural change.

L&C plays a key role in this by promoting an openness to feedback and active listening to ensure that diverse perspectives are heard through meetings, forums, feedback loops and CEO value calls. Training on inclusive language and respectful use of preferred pronouns also reinforces a culture of belonging and recognising and celebrating cultural events and making necessary accommodations strengthens inclusivity.

They also adapted policies to retain and attract talent, such as addressing menopause, sexual harassment, caregiving and flexible working - demonstrating a commitment to equity.

L&C also supports greater participation at events by accommodating diverse needs including social interaction preferences, quiet spaces and buddy systems – and by embedding these practices, we are shaping a more inclusive future for our colleagues.

How are L&C creating opportunities for the organisation and industry?

Gemma Bacon, Chief Marketing Officer at L&C: “Our goal at L&C is not just to succeed in DEI initiatives within our own organisation, but to help encourage uptake across the wider industry. A collaborative approach rather than a competitive one ensures that progress is made collectively. By working together to share resources, insights, and strategies, we can create a more inclusive financial services sector where everyone benefits.”

Aligning with lenders, providers, partners, and stakeholders

DEI is not just an internal commitment: it must extend to the relationships we build across the industry. By aligning with lenders, providers, and stakeholders we reinforce the importance of inclusive business practices, and a united approach helps drive meaningful change, ensuring that the financial services sector becomes a place where all individuals, regardless of background, feel supported and valued.

Simon Hendy, Chief Relationship Officer at L&C: “Change happens when we work together. Holding roundtable discussions with lenders & providers allows us to share best practices, exchange ideas, and continuously improve DEI efforts across the industry.

Open conversations about challenges, successes, and opportunities help create a culture of learning and collaboration. By working together, we can drive lasting improvements that benefit the entire financial services sector.”

Creating opportunities: the L&C Academy Programme

At L&C, DEI is about more than just words, it’s about creating real opportunities. Thats why we’re proud of our L&C Academy Programme, which helps develop talent both within our organisation and beyond.

While we have always supported internal career growth and progression, our academy also welcomes candidates with no prior experience from across the UK, providing them with the training and skills needed to become mortgage or protection advisers. By doing so, we are breaking down barriers, opening doors, and creating pathways for people from all backgrounds to build a successful career in financial services.

This initiative not only strengthens our workforce but also ensures that the next generation of advisers better reflects the diverse society we serve. Opportunity should be for everyone, and at L&C, we’re making that a reality.

Adam Cozens, Mortgage Advice Director: “We are committed to turning our values at L&C into action by creating career opportunities for people from all backgrounds and ensure everyone has a route into a career in mortgages. I am immensely proud of our in-house academy programme helping both existing colleagues and those new to the industry to gain the skills and qualifications they need to thrive as a mortgage or protection adviser. By developing skilled and knowledgeable advisers, we’re ensuring the best possible outcomes for our customers and helping them make informed decisions with confidence. Our Academy system not only strengthens our team but also brings fresh ideas and perspectives that drive our business and the industry forward.”

Developing talent: journey to management programme

As a broker, we want to ensure that we not only champion diversity in the industry but also create real opportunities for our internal talent to grow – which is why we we’re piloting our ‘Journey to Management’ programme, designed to support and develop future leaders from all backgrounds.

By providing structured training, mentorship and hands on leadership experiences, we aim to remove barriers, nurture diverse talent and build an inclusive pipeline of future managers. This initiative reflects our commitment to equity in career progression, ensuring that everyone, regardless of their starting point, has the opportunity to reach their full potential.

Amy Potter, Senior Advice manager (protection): “Being a senior female leader, I understand firsthand the challenges that come with navigating a career path, particularly in leadership roles. Although I’ve had endless support from L&C, my understanding of what makes a good leader was very limited when I first started in role. I’m lucky that my managers embraced the potential they could see! That’s why I’m passionate about creating opportunities for others—whether it’s through encouraging individuals to join this program or by seeking both internal & external mentors to help those on the course get there.

"The Journey to Management pack has been crafted with the input of diverse voices and experiences across our organisation, ensuring it truly reflects the needs of those at every stage of their careers. It’s my hope that this trial program will not only make a meaningful impact but also serve as a blueprint that expands throughout the company, creating even more pathways for growth and advancement in the future."

Recognising industry changemakers: sponsoring the Women’s Recognition Awards

Celebrating those who drive change is essential to maintaining momentum. Thats why we are proud to be the headline sponsor of the Women’s Recognition Awards again this year.

L&C is delighted to help recognise and highlight all the amazing work of all the fantastic women shaping our sector. Recognising their contributions not only honours their achievements but also inspires future leaders to step forward and make a difference.

L&C's 5 top tips

1. Listen to learn about your people and encourage open conversations
2. Ensure DEI is integrated into business decisions, policies, and workplace culture.
3. Recognise and reward the changemakers
4. Create opportunities for growth and development for all backgrounds.
5. Drive meaningful change with industry collaboration