Steve Ody joined Citrus Financial as a Mortgage and Protection Adviser, working alongside Nicky Kirton and Kate Morrish in our growing mortgage and protection team.
Steve brings with him more than 30 years of customer-focused experience, along with a genuine love of helping people through some of life’s biggest financial decisions. Before moving into mortgage and protection advice, he ran a travel business, which meant his route into financial services came slightly later than planned.
In this interview, Steve talks about wishing he had made the move sooner, why good mortgage advice is about much more than finding the lowest rate, his love of East Grinstead, cycling, community projects, East Africa, and the importance of a properly brewed cup of tea.
How did you first get into mortgage and protection advice?
Pre-Covid, I owned a travel business. When Covid happened, the travel industry was very badly affected, so I had to pivot into something else quite quickly.
I did some consultancy work with a financial services company at the beginning of Covid and I really liked it. I took my exams, which I’ve got to say were pretty hideous at my age, but I passed with flying colours, and the rest is history.
Honestly, I wish I’d done it 10 years earlier. I really love it.
You’ve spent much of your career in customer-focused roles. Has that helped?
Yes, I think so. Every role I’ve had has been customer-focused and service-orientated.
It doesn’t really matter what industry you’re in. You still transfer your standards, your processes and the way you look after people to a different product or service.
For me, yes, it’s mortgages and protection, but it’s still about providing the same level of service to clients.
What do you enjoy most about working with clients?
I really love helping people.
Anything financial, whether it’s a mortgage or protection insurance, involves an element of trust. If a client entrusts me with their mortgage and their insurance, I get a real buzz from that.
Completing on a mortgage is a lovely moment. If a client has bought their dream home, or their first home, or they’re moving somewhere that really matters to them, it feels great to have helped with that.
I had a card from a client this week saying thank you for all my help, and that they really appreciated it. I didn’t expect it, and I never expect anything like that, but it was so nice to receive.
"Good advice is not just about finding the lowest interest rate. It’s about finding the right mortgage for someone’s circumstances and future plans.”
What attracted you to Citrus Financial?
I’ve known David for about 15 years. I used to book his flights all over the world, so I’d get emails from Kelly saying, “Can you book David on this flight?” and I’d sort it out.
When I saw Citrus was looking for a Mortgage and Protection Adviser, I thought, “I know David, I’ll give him a ring.” I sounded him out really and said, “I see you’re looking for someone and I think I can help” He said, “Come in for an interview.” So, I met Richard, and here I am.
I’d also did a couple of slots on David’s radio show years ago, talking about travel. During Covid, I started a podcast because I needed something to do, and I think those visits to BBC Radio Kent actually gave me a bit of inspiration to set it up. So, David had an effect on me there as well, even if he didn’t know it at the time.
You’ll be working alongside Nicky and Kate. What are you most looking forward to about being part of the team?
Nicky is obviously one of the most experienced people in this area, and having her in my corner is immense.
Her experience and knowledge is something I didn’t realise I’d have access to when I joined. We’ve already been bouncing ideas, questions and thoughts about cases between us, so it’s already paying dividends.
Kate is a really important part of the team too. She’s very organised and brilliant with clients on the phone, it’s great to have that support around us.
I think being part of an experienced team is a really good thing.
For clients who may not know, what does a Mortgage and Protection Adviser do day to day?
Every day is different, which I really enjoy. It’s definitely not boring.
I spend my time helping people achieve their property goals. That could be buying their first home, moving home, remortgaging or investing in property.
Alongside finding the right mortgage, I also help clients protect what matters most to them as a person or as a family. That could involve life insurance, critical illness cover, income protection or family income benefit.
A lot of the work happens behind the scenes, speaking with lenders, estate agents and solicitors, researching options for clients, and helping to make sure the application process goes as smoothly as possible.
What does good mortgage advice look like to you?
Good advice is not just about finding the lowest interest rate.
It’s about finding the right mortgage for someone’s circumstances and future plans. I like to take the time to get to know clients, understand what they’re looking to achieve, explain the options in plain English, and help them feel confident in the decisions they’re making.
If a client leaves a meeting with me feeling informed rather than overwhelmed, that’s a win. That’s when I feel I’ve done my job well.
“If a client leaves a meeting with me feeling informed rather than overwhelmed, that’s a win.”
Why is protection such an important part of the conversation?
Your home is usually your biggest financial commitment.
A mortgage helps you buy it, but we also need to look at things more holistically. It’s important to ask questions such as: what would happen if you couldn’t pay your mortgage because you were too ill to work? What would happen if your partner passed away? What would you want to happen for your children or your family if you lost the ability to earn an income?
Those questions are really important. It’s not about expecting the worst. It’s about having a plan in place if you suffer an illness, injury or loss of a loved one.
It’s about peace of mind. That part of the conversation is one of the most valuable and important, if I’m honest. I didn’t really appreciate that until I qualified.
What might clients be surprised to learn about the work that goes on behind the scenes?
There’s a lot of communication with lenders and underwriters, and sometimes we need to speak to underwriters directly about a client’s application.
There are also calls with solicitors and estate agents, making sure the home-buying process is moving along and keeping everything on track towards completion. Kate helps with a lot of that too.
Clients don’t always know what the process looks like when buying a home, so it’s also about explaining what to expect. When they might need to speak to their solicitor, what documents they might receive, when we’ll talk about protection, and what happens at each stage.
My aim is to take as much stress away from clients as I can, so they can focus on the exciting bits.
What kind of adviser do you always try to be for your clients?
Approachable, honest and straightforward.
I’d rather be honest with clients than overly diplomatic, because sometimes being straightforward is exactly what people need. Buying a home can feel daunting, so I want people to know they can ask any question without feeling embarrassed.
For me, it’s also about building long-term relationships. It’s not just about the mortgage today. I want clients to know we’ll be there whenever they need advice in the future.
That’s one of the nice things about Citrus. If a client needs help with something like investments or pensions, I know I can introduce them to people in the firm who will look after them with the same ethos.
“My aim is to take as much stress away from clients as I can, so they can focus on the exciting bits.”
How important is it for clients to have support when mortgage rates and lender criteria are changing?
It’s really important. One of the undersold parts of being a mortgage broker is keeping a close eye on rates and lender criteria. If rates change, or if something more suitable becomes available, a good adviser will be looking at whether there is an opportunity to improve the position for the client, within the relevant timescales.
There are time constraints, of course, but having someone who monitors those changes and understands which lenders may be suitable can make a real difference.
You want your client to feel they’ve got someone in their corner who is looking after them, guiding them and helping them avoid unnecessary delays or complications.
What advice would you give to someone buying their first home or reviewing their mortgage?
Speak to an adviser early.
Even if you’re just thinking about buying, or your current deal is coming to an end, the earlier you start the conversation, the more options you usually have and the more prepared you’ll feel. Don’t leave it to the last minute.
An adviser can look at your circumstances now, understand what you might want to do over the next five to 10 years, and make a recommendation that fits your life.
You’re very involved in the East Grinstead community. What has that meant to you over the years?
It’s meant a great deal. I’ve made a lot of friends and met a lot of people through the community and the town. I now understand that, wherever you live, there is usually a core group of people who volunteer and do so much work for the whole town and community.
It’s really amazing to see.
Doing your bit and helping other people is just a nice thing to do, really.
What was your experience like as Mayor of East Grinstead?
I’ve been an elected councillor for East Grinstead since 2018.
Originally, I was asked to be deputy mayor by a friend of mine who was mayor at the time. I said yes, but made it clear I couldn’t be mayor afterwards because I didn’t have the time. Of course, I ended up becoming mayor!
It was the best year of my life.
It was insanely busy, because it’s a voluntary civic role and you still have your normal work as well. I’d be working all hours and then going to functions, opening a garden, attending a veterans’ coffee morning at a care home, visiting the Air Cadets and all sorts of other events.
There’s also a lot of preparation, because you’re usually asked to say a few words. I’m not confident enough to just ad-lib everything, so I liked to prepare properly and make sure I thanked the right people. There’s nothing worse than not thanking the right people.
You also raised money for a community project during your year as Mayor. Can you tell us about that?
As Mayor, you can choose a local charity to support. I chose a local charity and they kindly agreed to get involved with my project, which was to buy a trishaw.
A trishaw is a three-wheeled bicycle with a two-seat cabin at the front and the pilot at the back. It’s like a reverse rickshaw.
The idea was to help vulnerable people, or people who may be isolated, get out and enjoy themselves rather than stay at home. It can also be taken to care homes, where residents can go for little rides around the gardens.
The bike cost around £12,000, so that was the original fundraising target. My wife Maria and I organised quiz nights, a line dancing night, a Mayor’s Ball and I also did a sponsored bike ride of just under 90 miles.
In the end, we raised just over £25,000.
That meant enough money was ringfenced to buy a second bike as well, so even more people can experience the joy of being on a bike again.
The people who benefit most are often older people who can’t ride bikes anymore. For some, particularly those living with dementia, it brings back lovely memories of riding bikes when they were younger. You see the smiles and the joy on their faces. It’s fantastic.
What is the Kidical Mass Bike Ride?
Kidical Mass is an organised bike ride that encourages young children, families and adults to ride their bikes.
We organise a route around East Grinstead, giving children the opportunity to ride safely on the road with plenty of marshals around them. They can ride with their friends, and parents can ride with their children, which is something lots of families don’t get to do very often.
I’ve had parents come up to me and say, “I’ve never ridden with my two boys before. It’s been brilliant. Thanks, Steve.” That’s really lovely.
We usually have four rides a year. Sometimes we’ll do a short loop for very young riders, and a slightly longer route for older children, with a bit of off-road cycling too. Then we might all meet at East Court, bring a picnic and listen to live music.
It’s a real feel-good event.
Do you have a favourite cycling route?
We’re quite lucky in East Grinstead because we’re on the Avenue Verte, which is a cycling route from London to Paris.
It follows National Cycle Network Route 21, and a lot of it is the old railway line. Forest Way is part of that route, and it’s lovely.
You can head down towards Forest Row, Groombridge and beyond, and we’re very lucky to live in such a beautiful part of the world. Riding through that countryside and down towards the South Downs is amazing.
Sometimes you’ll be walking through East Grinstead and see people with bikes and panniers who are riding from London to Paris, or heading back home towards Belgium. It’s quite random, but it’s great.
You’ve also supported wildlife conservation projects in East Africa. How did that come about?
That came from my travel marketing business.
I used to support organisations in Kenya, Tanzania and Uganda, promoting tourism to those destinations through businesses that also contributed to conservation work. That might be chimpanzee conservation, gorilla conservation or anti-poaching projects.
I’ve been incredibly lucky to visit some amazing places. I’ve trekked in the Mahale Mountains to see wild chimpanzees, gone into Bwindi Impenetrable Forest in Uganda to see gorillas, watched the sunrise over the Serengeti, seen elephants in Tarangire and Amboseli, and swum in the Indian Ocean.
That whole part of the world is just beautiful.
Seeing wildlife in its natural environment is completely different, because you never know what’s around the corner. You might suddenly come across a herd of elephants, or stop for a sundowner and watch the sun go down with a beer by the Land Cruiser.
It’s incredible. I love it.
Quickfire Round
Tea or coffee?
Tea, but it’s got to be a four-minute brew. That’s critical.
Early bird or night owl?
Early bird. I’ve always been a get-up-in-the-morning kind of person.
Beach holiday, countryside break or city escape?
I like all three. A villa in the southern hills of Crete, where you can drive to the beach and also explore a bit, is win-win really.
Cycling, golf or football?
Cycling.
Favourite film or TV series?
Film-wise, I do like Star Wars and The Lord of the Rings. For TV, Band of Brothers.
Best book, podcast or album you’d recommend?
I’ve just finished Churchill’s Citadel by Katherine Carter. It’s about Churchill’s life in the 1930s and the role Chartwell played in the lead-up to the Second World War. It’s really interesting, especially if you’ve been to Chartwell because you can picture the rooms and the house as you’re reading.
Best piece of advice you’ve ever been given?
Don’t sweat the small stuff. A boss told me that when I was in my early 20s, and I’ve tried to live by it.
You can meet more members of the team here.
Approver Quilter Financial Services Limited. 26/05/2026
