Case Study – L&C Mortgages



L&C Mortgages is the UK’s leading fee-free mortgage broker. The business was born over 20 years ago, offering fee-free advice over the phone in contrast to most other brokers who offered face to face advice and charged a fee for their service. The customer proposition was based on the belief that buying a home should be fun and that re-mortgaging should be simple.

The Situation

Making that belief a reality means that L&C does all the hard work for its customers, from advice on the best deal to mortgage application and through to completion without charging a penny.

L&C puts the customer at the heart of everything it does and works with over 90 lenders from across the market to make sure every customer gets the best deal for their circumstances.

In 2018, L&C launched an online mortgage eligibility checker and Mortgage Finder, so customers can find mortgages at a time to suit them, but help is always just a phone call away when customers need a helping hand. Customers can start and finish their mortgage journey online or over the phone, it’s their choice.

An award-winning company, L&C has won over 150 awards including the prestigious What Mortgage awards: Best Mortgage Broker 2018 and Best Online Mortgage Broker 2018.


Call Tracking at L&C Mortgages

Annette Read joined the team in 2015 as Head of Marketing with a brief to develop digital marketing. She explains – 

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“As part of our digital marketing strategy, we promote L&C’s online and offline mortgage service through digital channels from organic and paid search to email and social as well as TV. 

We operate in an environment of continuous improvement, expanding our targeting and customer experience by developing personalised journeys and an ongoing programme of Conversion Ratio Optimisation (CRO)

Return on Investment (ROI) is a critical factor in everything we do and analytics plays an integral part along with attribution modelling, in guiding data-driven marketing decisions and ensuring the optimal balance of performance and efficiency

We pull Calltracks data into our Analytics platform to get a complete dashboard view of not only our online frontend performance but of our offline and online to offline performance too.”


The Results

The Calltracks team is fantastic; we can always really rely on them to deliver fresh thinking and clever solutions to complex tracking issues.

We have come to rely on the robust real-time data provided by the Calltracks integration as an integral part of our online to offline tracking strategy.

I receive calls and emails from other companies on a regular basis, but wouldn’t contemplate switching when we get such a great service and from Calltracks.

We have found Calltracks to be responsive, flexible and totally reliable – a true extension to our team.