Our Client Process

Whether you reach out by phone, email, or through the Enness website, your enquiry is picked up by the relationship management team on the same working day. This first conversation is not a sales script. It is a chance for Enness to understand, at a high level, what you are trying to achieve: the type of property or refinance you are considering, the complexity of your circumstances, and the timeframe you are working to.

Because Enness operates across such a broad range of scenarios, this initial triage matters. It ensures that when you are introduced to a broker, it is the right broker: someone who has handled cases like yours before and already has a feel for which lenders are likely to be receptive.

You will be introduced to your specialist broker within the same working day of your initial enquiry. There is no waiting around wondering what happens next.

What Enness needs to know at this stage

At this stage, your broker needs to understand the type of transaction you are considering, whether that is a purchase, remortgage, refinance, or bridging requirement, alongside the property or asset involved, including its location and any unusual features. A broad sense of your income structure and financial position helps too, as does your timeframe, particularly if there are deadlines such as exchange dates or expiring bridging facilities in play.

Your broker will arrange a fact-find call: a detailed conversation designed to build a complete picture of your situation. This goes well beyond loan size and property value. The fact-find is where Enness builds the case that will be presented to lenders, and the quality of this conversation directly affects the quality of the terms you receive.

What the fact-find covers

Depending on your circumstances, your broker will explore your income structure in detail, covering employed, self-employed, dividend-based, carried interest, trust income, and overseas earnings. Your asset position will also be considered, particularly how your assets might support or strengthen the lending case. Beyond the financials, your broker will look closely at the property itself: its location, tenure, construction type, and any features a lender may query. Timeline is equally important, including exchange deadlines, existing bridging facilities, and any chain dependencies. Finally, your broker will factor in any existing facilities or previous applications that need to be considered alongside the new request.

This is also your opportunity to ask questions. Your broker will explain, in plain terms, how the search process works and what to expect in the weeks ahead. Nothing is rushed, and nothing is assumed.

Armed with a full understanding of your case, your broker goes to work identifying lenders whose criteria and appetite are best suited to your circumstances. This draws on Enness's long-standing lender relationships and market knowledge, built over years of placing complex cases that many high-street lenders would not otherwise consider.

Enness has access to the whole of market, including private banks, specialist lenders, and international institutions that do not deal directly with borrowers. For complex cases, this breadth of access is often the difference between securing terms and not.

Once suitable options have been identified, your broker will present the terms to you directly. This is not simply emailed over. Your broker will walk you through the structure, explain the reasoning behind the recommendation, and answer any questions before you decide how to proceed.

Important: Any terms discussed at this stage are indicative and subject to full underwriting, valuation, and final lender approval. Nothing is guaranteed until a formal offer is issued.

Once you are ready to proceed, Enness issues a client agreement. This document sets out, transparently and in writing, everything you need to know before the formal process begins.

What the client agreement covers

The client agreement sets out what Enness charges, how fees are calculated, and when they fall due. It also covers the payment structure and the timeline for any payments required, alongside a clear description of what you can expect from Enness as your case progresses.

Enness believes strongly that you should never be in any doubt about cost or process. The team is available to talk through the agreement line by line if you would like to do so before signing.

Documentation also begins at this stage. Before the agreement is sent, your broker will start collecting the documents your case will need. Your broker will give you a clear list of exactly what is required and why, so there are no surprises.

Documents typically required

The exact list depends on your circumstances. Commonly, your broker will need proof of identity such as a passport or government-issued ID, proof of income in the form of payslips, tax returns, an accountant's letter, or an equivalent depending on your income type, bank statements covering typically three to six months, and source of funds and source of wealth evidence. There may also be additional documentation specific to the asset or transaction type involved.

Once you have signed the client agreement, your broker submits the application to the chosen lender alongside the supporting documentation gathered during and after the fact-find. From here, your case moves into underwriting.

Underwriting is often the least visible part of the process for clients, but one of the busiest behind the scenes. Your broker does not step back at this point.

What your broker does during underwriting

Throughout underwriting, your broker tracks the case closely through the lender's team, responding quickly to any follow-up questions or additional document requests so the case does not stall. If anything in your circumstances needs further explanation, your broker will flag it early rather than letting it surface as a problem later. You will be kept informed of progress throughout, even when there is nothing new to report.

Silence is not something Enness believes in. If there is nothing to update, your broker will tell you that directly, rather than leaving you to wonder.

It is also worth noting that each lender has its own underwriting process, and it is common for them to request additional documents beyond what was originally submitted. This is not a sign of a problem with your case. It is a normal part of how individual lenders satisfy their own internal criteria. Your broker will explain exactly why anything further is being requested and will manage the response on your behalf.

Most lending decisions depend on a satisfactory valuation of the property being purchased or used as security. Your broker coordinates the instruction of the valuer with the lender and, where the property is unusual, overseas, or high in value, may work directly with the valuer or surveyor to ensure they have the full context needed to assess it fairly.

This matters more than it might initially appear. For high-value or non-standard properties, a valuer who lacks context can return a figure that does not reflect the asset's true position in the market. Enness brokers actively manage this risk rather than leaving it to chance.

If a valuation comes back differently than expected, your broker will talk you through the implications immediately and explore what options are available, rather than leaving you to interpret a report alone.

When valuations become more involved

For certain property and asset types, the valuation process requires more active management. Overseas properties involve coordination with local valuers and lender-approved surveyors. High-value residential assets that sit above standard automated valuation thresholds require a more hands-on approach, as do properties with unusual construction or tenure that need specialist assessment. For non-property assets such as yachts and aircraft used as security, specialist appraisers familiar with the relevant asset class are required, and your broker will manage that process directly.

Once underwriting and valuation are complete and the lender is satisfied, a formal mortgage offer is issued. This is the point at which indicative terms become a firm, documented commitment from the lender, subject to the conditions set out in the offer itself.

This is a significant milestone. It is also not the finish line, and it is not a moment to skim-read.

Your broker will review the offer with you in detail, explain any conditions attached to it, and make sure you understand exactly what is being agreed before it goes to your solicitor. Conditions attached to a formal offer can range from straightforward administrative requirements to more substantive obligations, and understanding them fully before proceeding protects you from delays or complications later in the legal process. 

From formal offer through to completion, your broker stays closely involved alongside your solicitor and the lender's legal team. This is the stage where many transactions encounter friction, and where active broker involvement makes the most tangible difference to how smoothly things move.

Your broker liaises directly with the lender on your behalf, chasing progress and resolving queries as they arise. They manage the full flow of documentation required throughout this period, covering legal correspondence, further underwriting requests, conditions attached to the offer, and any last-minute information the lender requires. Where your solicitor, accountant, or other advisers are involved, your broker coordinates with them too, keeping everything moving in step and in sequence.

If something changes, whether that is a shift in the lender's requirements, a delay in the chain, or a change in your own circumstances, your broker troubleshoots rather than escalates. You will be kept informed at each stage so you are never left wondering what is happening or what is needed from you.

The relationship does not end at completion. Your broker remains a point of contact for anything that arises afterwards, whether that is a question about your mortgage terms, a future refinance conversation as your circumstances or the market change, or a new lending requirement further down the line.

Many Enness clients return for subsequent transactions precisely because of this continuity. The understanding your broker builds of your financial circumstances, your assets, and your objectives carries forward rather than starting from scratch each time. For clients with evolving or complex financial positions, this matters significantly: a broker who already knows your structure, your lenders, and your history can move faster and negotiate from a stronger position than one who is meeting you for the first time.

The Enness relationship is built to last beyond a single transaction. Whether your next requirement is a refinance, a new acquisition, or a different type of asset finance entirely, your broker is already familiar with your situation.