Complex income, credit issues or unusual property types often signal the need for a non-standard lending path
When clients approach mortgage brokers, many hope for a simple process and a fast answer. But for some, what appears to be a straightforward application can quickly veer off course if the adviser doesn’t dig deeper. Kim Spires of Connect Mortgages believes identifying specialist cases early is critical to saving time, avoiding frustration, and securing the right outcome.
"It's easy to stick to the familiar," Spires said. "Standard lenders might feel quicker or more straightforward. But if the client doesn't fit, it causes delays, anxiety, and sometimes declined applications."
The signals that standard lending won’t work
The most obvious red flag, Spires explains, is income complexity. "Self-employed clients, contractors, CIS workers, or anyone with second jobs or zero-hour contracts often find their full income isn't recognised by standard lenders," she said. "Specialist lenders can consider one-year accounts, varied income sources, and flexible terms."
Credit profile is another critical factor. "Missed payments or defaults don’t automatically rule clients out, but we have to understand the full picture," Spires said. "Some lenders are open to recent blips, even CCJs, if we can explain the circumstances."
She cites a recent case where health issues and limited income left a couple at risk of losing their home. By restructuring their mortgage through a specialist buy-to-let solution and leveraging rent-sharing arrangements, Spires was able to buy the couple time and stability.
"It was a catastrophic situation, but the right solution gave them five years to rebuild. Without a specialist approach, they had no options."
Making specialist placement efficient, not difficult
Placing a specialist case can be more demanding. "You can’t know every lender’s criteria off the top of your head," said Spires. "That’s why sourcing systems, direct conversations with BDMs, and speaking to underwriters are so important."
She warns against relying solely on technology. "Use the sourcing system, but then call. Talk to the lender. Confirm the details," she said. "If we misunderstand a lender’s requirement, it delays everything. Clients feel that stress."
Direct access to underwriters can be a game-changer. "One case dragged for three weeks because I couldn’t speak directly to the underwriter," Spires recalls. "Had we talked, it would have been resolved in days."
Build knowledge and networks before the case lands
To reliably serve complex clients, brokers need robust workflows and strong relationships. Spires emphasizes continual learning. "Every case teaches you something. If it’s not black and white, I go to the BDM and learn their criteria. That builds knowledge for the next time."
She also highlights the importance of collaboration. "Solicitors, accountants, estate agents – they’re all part of the process. We have to prepare the client for what those professionals will need and make sure everyone’s aligned."
CRM systems and internal criteria guides are also essential. "It’s not just about placing a deal. It’s about managing it properly from start to finish."
Specialist doesn’t mean second-best
Spires sees growing demand across multiple non-standard segments: one-year self-employed, adverse credit, non-standard properties, HMOs, portfolio buy-to-let, and even green or EPC-focused lending.
"It’s not always about problems," she said. "Sometimes a client just doesn’t fit a standard mould. Maybe their company is new, or their deposit source is unusual. You need to look past the rate and understand the full story."
Too many brokers still default to standard lenders out of habit, she warns. "It might seem easier, but it can lead to declined cases or missed opportunities. Clients aren't all the same. The product needs to match their situation."
By adopting a specialist-first mindset, Spires believes advisers can elevate their role. "It’s not just about a transaction. It’s about giving the client the best possible outcome for their unique circumstances, and that starts with asking the right questions."
