How LiveMore underwrites for real outcomes - we're not just numbers on a page

I've been at LiveMore for six years now, since just before we started lending in 2020, so I've seen pretty much every type of case that can land on an underwriter's desk. What's kept me here, and what still motivates me day to day, is simple: the customer is at the heart of everything we do, and in underwriting specifically, we take that seriously to the point of being a bit obsessed with it.

Why do customers end up at LiveMore after being declined elsewhere?

It's something we still hear regularly, even now that awareness of LiveMore has grown. Customers who've been through two, three, sometimes many more lenders before someone points them our way. Our philosophy hasn't changed since day one: we want to find the solution, not hide behind an easy no. That means understanding the full situation with the end customer in mind, not just scanning a set of figures and making a quick call.

A recent example: benefit income and variable self-employed income

We launched the Hero Hotline so brokers can book direct time with mandated underwriters, people who can actually make a decision on the call. A broker used it recently for the first time - they'd tried other lenders and, I think, went into the call treating it as a last chance to save the deal.

The case involved a mix of income types: some benefit income, some variable self-employed income. Rather than looking at headline figures and making a quick judgement, we broke the profile down into its relevant parts and worked through affordability there and then on the call. By the end, the broker had real certainty to take back to their client, not just a number from a calculator, but confirmation from someone who could actually sign the case off. That distinction matters more than people expect.

We're not restricted by standard income multiples

One thing brokers are often surprised by is how much more we can sometimes lend compared to other lenders. We're not restricted by income multiples in the way many mainstream lenders are, and we have a broad product range that lets our underwriting team build a fuller picture of what's actually affordable for a client.

We've also made recent enhancements to how we treat assets, particularly defined contribution pensions, when assessing affordability. For clients who are asset rich but income poor, this can have a significant impact on how much they're able to borrow. It's an area where our underwriters have specific expertise, and where we're actively looking to maximise the opportunity for the client rather than default to a conservative figure.

What makes this approach different?

Honestly, it comes down to taking the time to understand the scenario rather than the numbers alone. A client isn't a set of figures on a page - once you break a case down properly, section by section, you often find comfort in areas that other lenders wouldn't have looked at twice, whether that's variable self-employed income, benefit income, or assets that aren't being fully considered elsewhere.

My advice to brokers

If you've got a case you're struggling with, particularly one where income isn't drawn in a traditional way or there's some nuance to the situation, challenge us on it. We're not afraid of complexity, we genuinely enjoy it, and our underwriters are empowered to make decisions rather than pass a case up a chain. Book a call and put us to the test.

FAQs

Does LiveMore only assess income through standard multiples?
No. We are not restricted by standard income multiples and take a broader view of affordability, including the use of assets and pensions where relevant.

How does LiveMore treat defined contribution pensions for affordability?
LiveMore has made recent enhancements to how defined contribution pensions are used towards affordability, which can have a significant positive impact on maximum lending for clients who are asset rich but income poor.

What happens on a Hero Hotline call?
Brokers speak directly with an underwriter from my team, someone mandated who can review the case in detail, including different income types, and in many cases provide certainty on affordability during the call itself.

Can LiveMore help with income that isn't drawn in a traditional way?
Yes. My team of underwriters regularly assess cases involving variable self-employed income, benefit income, and other non-traditional income types, and are encouraged to work with brokers to find a solution rather than decline on sight.