Customer care
Experience the Difference
of Our Customer Care
Benefit from the peace of mind that you can depend on our award-winning customer care to support your client after they complete, including a dedicated Customer Account Servicing team who'll be on hand to help with their queries and life events.
8,900
customers registered on MyPure
86k
customers and counting
The industry's servicer of choice
Funders, advisers, and customers have praised us for our commitment to supporting lifetime mortgage customers every step of the way. As a team dealing exclusively with over-55s, we’re fully trained on empathy, vulnerable customers, difficult conversations and sensitive subjects including bereavement.
Award-winning service tailored to meet all customer needs.
A comprehensive training program including Dementia Friends coaching.
A service-led culture that keeps your customers at the forefront of everything we do.
Market-leading customer communications
Our customer literature is designed to help our customers to deepen their understanding of their plan features and how to access them. This enables them to make informed decisions post-completion.
As well as a comprehensive guide sent to all customers at offer and completion, we've also produced bespoke literature around major events such as porting, redemption, and using a lifetime mortgage to purchase a new-build property.
As part of our commitment to inclusivity, our communications are also offered in large font, braille, and audio formats.
Applying for further advances
Customers are guided through how they can borrow more on their lifetime mortgage.
Add or remove people from plans
Customers’ lives don’t stand still, which is why we have a process for adding or removing people from their plans.
How to take a cash release
Customers with drawdown plans can apply for a cash release and we provide step-by-step guidance on this.
Redeem and repay a lifetime mortgage
We guide customers through partial repayments and requesting redemption statements, as well redeeming the mortgage by paying off the mortgage.
Moving home with a lifetime mortgage
The brochure explains how customers can move with their lifetime mortgage as per our lending T&C’s.
Confirm the continued occupancy of their home
We explain to customers what a COCO is and why we need it.
*Please always refer your customers to the T&C’s of their mortgage.
“The best thing about the post-completion team is their proactivity when it comes to helping others. Everyone chips in when it gets busy to make sure our customers get the best service. I can easily describe all my team members as kind-hearted, compassionate, and incredibly helpful people.”
Suzanne Latimer
Head of Mortgage Servicing