About Us

Cornerstone Home Loans was established in 2012 by Director, Tracie Palmer. After a more than a decade running her own franchise under LJ Hooker Financial Services and 10 years as a branch manager with Suncorp, Tracie has developed an unwavering commitment to delivering holistic customer service.

Having connected with countless customers Tracie has found they are all crying out for the same things. Home loan customers are time poor. They want someone who will not only explain the nuts and bolts of an application but act as a go-between with lenders. They want a straight forward process, personalised service and expertise that they can fall back on should they need someone to go into bat for them.

The ‘cornerstone’ of any loan writing business is relationships and chief amongst these is the customer relationship. Cornerstone understands that any loan application is a necessary stepping stone toward the actual goal-realising the dream of home ownership or property investment. This drives Cornerstone’s customer-centric approach.

We recognise that each step in the lending process and each milestone in a customer’s financial journey is an opportunity to deliver on the Cornerstone customer service promise, deepen the customer relationship and strengthen Cornerstone’s business offering.

Cornerstone’s complete customer care approach ‘wows’ our customers through each step of the home loan process. Our success is borne out by the statistics. Our referral network represents 53.65 per cent of our total loan lodgements and many of these referrers are from existing customers.

Cornerstone has also carefully cultivated a network of business partners with a focus on those we share synergies and values with. It is important that our customers can expect the same level of service from our service partners, and that we can add value to the business of our referrers.

Many of our referral customers come to Cornerstone based on our reputation for delivering excellent customer service to investors and challenging home loan candidates alike. Customer feedback has indicated that a significant proportion of customers have worked with another broker who has not succeeded in getting their deal across the line. Cornerstone’s strong relationships with lenders and their BDMs, and an intimate understanding of their products and policy, puts us in the best possible position to service these customers. The Cornerstone team works with customers to help get their finances and applications in order and will generally not let a deal go until every possible avenue has been exhausted.

After a loan has settled, Cornerstone gets to work providing ongoing maintenance of loans as part of our “value add”. We continue to work with our customers and in consultation with our financial planning partners to keep our clients on track to achieve their goals.

A happy customer is often a repeat customer and this is also borne out by our statistics. Repeat business represented more than 48 per cent of our loan lodgements for 2022, or roughly half of those who presented for service. Feedback suggests customers enjoy the extra service and the intimate knowledge that Cornerstone develops about their circumstances, goals and their deals. Many long-term customers now send their children to us for their first home loan!

5
Sofa Rehab

As a permanent resident that had recently entered the country, my financing options were challenging but the Cornerstone team leaped over all obstacles to secure a great mortgage with awesome features at a very fair rate.

5
Sofa Rehab

Highly recommend Donna from Cornerstone Home Loans. She assisted my partner and I with buying our first house - her responses were always timely, she kept us updated every step of the way, and was more than happy to answer our (many) questions.

5
Sofa Rehab

Thank you Tracie, Keep doing what you’re doing! To me you are very professional and very organised and communicated well. I always feel like I’m your only customer and no-one is more important than me.

5
Sofa Rehab

Tracie and her team are just Awesome! They make you feel valued and treat you like a friend rather than just a client.

5
Sofa Rehab

The team at Cornerstone are the best. The levels they went to, to help us secure our first home through a rough purchase process were outstanding. You won't find a better team!