Getting a mortgage might seem like a straightforward process. Submit a few documents, get your credit checked, and wait for an approval. Simple, right? Not quite. Behind the scenes, there’s a whole world of confusion, delays, and eyebrow-raising decisions being made by underwriters. In this post, based on Season 2, Episode 2 of Industry Disruptors, we pull back the curtain on the mortgage underwriting process with Charlotte Grahame, qualified adviser and Hearthstone team member.
What Is the Mortgage Underwriting Process?
Mortgage underwriting is where the magic (and madness) happens. It’s the process lenders use to assess the risk of lending to a borrower. Underwriters analyse your income, credit, outgoings, property details, and a whole stack of documents to decide whether you’re a safe bet.
They’re not just ticking boxes. They’re digging into the fine print, looking for anything that could cause a deal to go sideways. And sometimes, their decisions leave even experienced brokers scratching their heads.
What Mortgage Clients Don’t See (But Should Know)
From a borrower’s perspective, things often feel like they’ve gone silent after an application is submitted. But behind the scenes, the underwriter might be:
- Reviewing line-by-line transactions on your bank statements
- Questioning why your payslip says “Michael” when your ID says “Mike”
- Asking for documentation that’s already been sent
Documents must be complete, accurate, and in the right format. No screenshots. No cropped images. No excuses. Advisers ask for things because lenders need them. It’s not optional.
The Most Common Underwriting Frustrations (Real-Life Stories)
Charlotte and the team deal with underwriters daily. The frustration? It’s real. Some lowlights:
- Lenders requesting payment evidence for a Freeholder who paid themselves
- Underwriters asking one question at a time, over a week, instead of just requesting everything at once
- Clients sending in photos of a closed passport, or bank statements with half the details missing
Each silly delay adds days, sometimes weeks, to your mortgage application.
How Poor Underwriting Delays Can Derail Deals
A delayed deal can cost you the property, your deposit, or your sanity.
- Waiting 5+ days for a reply to a simple document
- Notes added to a case being ignored by underwriters
- Cases being handed from person to person with zero continuity
In one case, Hearthstone submitted a complete application, but a lender sat on it for a full month without action. And when chased? “Oh, sorry, we missed it.”
Why Trusting Your Mortgage Adviser Matters
Your adviser isn’t just a middleman. They are your defender, your translator, and your project manager.
They know what underwriters need, even before they ask. They chase relentlessly. They write cover notes explaining why your one-time mobile bill missed in 2018 shouldn’t cost you a mortgage today.
But they can only do that if you trust them.
- Don’t question every document request
- Don’t send WhatsApp screenshots instead of PDFs
- Don’t ghost them for two weeks and expect magic to happen
The Good, the Bad, and the (Actually) Helpful Lenders
Not all lenders are a nightmare. Some get it. A few are even good:
- Accord Mortgages: Quick, clear, and consistent.
- LendInvest: Friendly underwriters who pick up the phone.
- Sentry: Efficient, responsive, and proactive.
But many others? They’re in the dark ages, insisting on paperwork that doesn’t exist or getting spooked by leaseholds, titles, or even the shape of the building.
Tips for Navigating the Underwriting Process Like a Pro
Want to avoid delays and hair-pulling?
- Send PDF documents only. No screenshots, cropped images, or messy scans.
- Fill out your client portal in full. It’s not optional.
- Respond quickly to your adviser. Don’t sit on a document for days.
- Be honest upfront. Hidden issues always come back to bite.
- Don’t argue with your adviser. They’re not making this up — they’re trying to help you.
What This All Comes Down To
Underwriting shouldn’t be this hard. But it is. And unless something changes across the industry, it’s not getting easier anytime soon.
That’s why who you work with matters. A great adviser isn’t just filling in forms — they’re constantly translating chaos into clarity. They’re chasing lenders, pushing back on pointless delays, and protecting your deal at every step.
So if your adviser tells you they need something, don’t push back. Don’t delay. Just send it — and let them do what they do best.
Need a Mortgage Without the Mayhem?
If you want a broker who fights for your deal like it’s their own, get in touch with Hearthstone. We deal with the stress so you don’t have to.
