The Art of the Pre-Submission Conversation with Lenders

Experienced brokers know that the formal application is rarely where a complex deal is won or lost. The real work often happens in the conversations that take place before a single document is uploaded. Pre-submission discussions with lender credit teams or business development managers are a skill in their own right - and brokers who do them well consistently achieve faster turnarounds and fewer conditions. At Chaperone, we think this is one of the most underrated capabilities in a broker's toolkit. This article explores how to approach these conversations for maximum effect.

When a Pre-Submission Call Is Worth Making

Not every application warrants a pre-submission conversation. For straightforward files with clean income, standard property, and a solid deposit, a well-prepared submission usually speaks for itself. Where pre-submission contact adds real value is on files that sit outside the obvious approval box: non-standard income types, unusual property characteristics, clients with prior credit events, or cases where the total borrowing is close to a lender's serviceability limit. The key is identifying which lender's appetite is best suited to the deal before you invest time in a full submission - and that requires knowing what to ask.

Preparing Before You Pick Up the Phone

A pre-submission conversation is only useful if you go in prepared. Before calling, have the key metrics ready: income sources and how they are evidenced, the deposit composition, the property type and location, any credit history issues, and the proposed loan structure. Lenders appreciate brokers who come to the conversation with a concise summary rather than a series of open-ended questions. Being able to say precisely what makes this file unusual - and why you believe it falls within their appetite - sets the tone for a productive exchange. It also signals that you have done your homework, which builds credibility with the lender's team over time.

What to Ask and What to Listen For

Effective pre-submission conversations are two-way. You are not just seeking a green light - you are gathering intelligence about how the lender is likely to interpret specific aspects of the file. Ask directly whether there are any aspects of the scenario that might cause difficulty. Listen carefully to the tone, not just the words: a hesitant response to a question about non-standard income is useful information even if the lender does not say an outright no. Some lenders will give you a clear steer on what documentation or structuring might improve the file's chances. Taking notes during the call allows you to act on that feedback before submission.

Building Relationships with BDMs

Business development managers are a central point of contact for pre-submission discussions at most lenders, and the quality of your relationship with them directly affects the access and candour you get in return. Consistent, professional interactions - being well-prepared, following through, and not wasting their time with queries you could have answered yourself - build a track record that works in your favour. Lenders' BDMs work across a large volume of brokers, and those who have demonstrated they submit quality files tend to get more attention and faster responses. This is a long-term investment that pays dividends on individual deals over time.

Managing Expectations After the Conversation

A positive pre-submission conversation is not an approval, and it is important to communicate this clearly to clients. Lenders can only assess a file in full once the complete documentation is submitted, and what a BDM indicates verbally is not binding. Setting this expectation with clients upfront prevents disappointment if the formal assessment raises issues that were not apparent in the pre-submission discussion. A clear message - something along the lines of having had a positive initial discussion with the lender, but that formal approval requires a full review - keeps the client informed without raising false confidence.

Using Pre-Submission to Narrow Your Shortlist

For files that could plausibly go to more than one lender, pre-submission conversations can help you narrow the shortlist before committing to a full application. Discovering early that one lender has policy restrictions that make a particular deal difficult saves you the time of preparing a full submission that is unlikely to proceed. This is particularly relevant where a client has a pressing timeline - getting to the right lender quickly matters. At Chaperone, we see the brokers who do this well consistently delivering better outcomes for their clients, not just because of the relationships they have built, but because they have turned pre-submission conversations into a genuine intelligence-gathering process.