The mortgage market isn’t what it used to be – it’s a lot more intricate. In my experience, the most satisfying wins are often those complex cases others shy away from.

Whether you’re dealing with mainstream or specialist mortgages, brokers are finding that clients increasingly come with unique situations. From unconventional employment and purchasing HMOs to clients based overseas, complexity is the name of the game.

But complexity can be overcome, with the right approach from brokers.

How brokers can simplify the complex

When you’re dealing with tricky cases, keeping a few essential strategies in mind can make all the difference.

What is the client’s priority?

Every client’s situation is different, but so are their priorities.

For straightforward cases, cost might be the deciding factor. But when complexities arise – be it multiple properties or nuanced financial profiles – finding a lender who thrives on flexibility and sees beyond the surface becomes essential.

It’s not just about fulfilling criteria; it’s about crafting a solution that works for your client’s specific needs. Take the time to uncover what matters most to your client. Is it speed? Flexibility? A bespoke approach?

Once you know their goals, you’ll be better equipped to find the right lending partner.

Communication is key

Surprises can derail even the best-laid plans. One of the biggest reasons complex cases fall apart is because vital details pop up late in the process. Brokers are the glue here – gathering all the client’s details upfront and ensuring the lender has a complete picture. Even seemingly minor information could be a deal-breaker for an underwriter.

A proactive approach ensures fewer hiccups and speeds up the decision-making process. Lenders with a collaborative approach – who offer direct access to underwriters – make a world of difference here. That open line of communication means questions get answered quickly, and challenges can be tackled head-on.

Manage expectations

We all know that in this market, speed matters. Clients, especially investors, want to act fast to seize opportunities. But here’s the reality: complex cases take time. For example, if a deal involves dozens of properties, valuations aren’t going to happen overnight.

Setting realistic expectations upfront helps keep everyone on the same page. Your clients will appreciate understanding the process, even when the timeline stretches.

Don’t jump the gun

Being prepared is half the battle. Ensuring your client is fully prepared before starting can be the difference between a smooth transaction and unnecessary delays. Make sure your client has everything in order before you press go. A little extra preparation upfront saves time and avoids frustration later.

Picking your partner

Perhaps the most critical factor in tackling complex cases is picking the right lender. From what we know firsthand, the right lender makes all the difference. Not all lenders are equipped to handle complications. Some take a rigid, black-and-white, tick-box approach. But in reality, most cases in this space are various shades of grey. What you need is a lender who thrives on complexity and can craft creative, tailored solutions.

Alongside that determination to find an answer, brokers should also look for lenders who put a premium on quality communication. When cases are a little tricky, there will inevitably be some back and forth. But not all lenders are transparent about what’s going on, keeping the broker in the dark. This is all the more painful when something unexpected emerges and the case collapses, almost out of nowhere.

Quality communication can make all the difference between getting a complex case over the line or seeing it fail.

Giving brokers direct access to decision-makers is crucial here – we have seen it repeatedly in the past, where that conversation between broker and underwriter or lending manager uncovers the crucial nugget in a case and helps deliver a successful outcome.

Communication needs to be open, and on the broker’s terms – having to make an appointment to speak to an underwriter doesn’t lead to a slick experience.

Complex cases, by their very nature, aren’t easy. But they are becoming more common, and while proactivity on the part of the broker will make a difference, so too will understanding which lenders are comfortable with cases that are anything but black and white.

Alex Upton is managing director of specialist mortgages and bridging, Hampshire Trust Bank