Customer Account Servicing

First-Class Follow-On Care

At Pure Retirement, we're proud of our ever-growing Customer Account Servicing team, who are on hand to support your customers complete their mortgage applications and beyond. The team exclusively deal with the over 55s, and are fully trained on empathy, vulnerable customers and difficult conversations such as bereavement.

  • Award-winning service tailored to meet all customer needs
  • 12-week training program that includes Dementia Friends coaching
  • A service-led culture that keeps your customers at the forefront of everything we do.

Your customers' lives don't stand still, and neither do we. We're here to help your customers build a stronger future whatever their circumstances.

A customer guide to our lifetime mortgages

Download our new lifetime mortgage guide designed to explain the process and support we’ll offer your customers during their time with us:

  • Applying for further advances
  • Redeeming your lifetime mortgage
  • Adding/removing people on our plans
  • Moving our lifetime mortgages to another property
  • Making changes to the property
  • What happens when you pass away or enter long-term care

Our culture

Our Head Of Mortgage Servicing (and recent winner of the Woman In Later Life Lending category in the 2020 Financial Reporter Women’s Recognition Awards) Suzanne Latimer sat down to discuss the steps we’ve taken to ensure market-leading service standards to our customers post-completion. Topics include:

How we ensure we are growing our teams in line with customer needs

The importance of maintaining a service-centred culture

The latest developments and what they mean for customers and advisers

How the pandemic has changed how people interact with their plans – and how we’ve risen to the challenge

Our servicing successes

We pride ourselves in going above and beyond for your customers – see below our recent case studies, created to help you discover more about some of our Servicing successes.

Overcoming Challenges
Play Video View case study

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