Account Servicing

Gold-standard customer service from Pure Retirement

At Pure Retirement our ever-growing Customer Account Servicing team are on hand to help you make the most of your retirement once you’ve taken one of our lifetime mortgages. The team exclusively deal with over-55s, and understand the importance of communicating with empathy, respect and understanding to help you find the right solution for your needs.

In addition, their knowledge of our plans means they are on hand to help our existing lifetime mortgage customers access a variety of plan features for all of life's eventualities. These include further borrowing, taking out a cash facility, adding and removing borrowers, and moving the mortgage to another property.

We recognise that your lives don’t stand still and neither do we, which is why we’re committed to constantly innovating, and to maintaining a service-led culture that keeps you at the forefront of everything we do.

A guide to your lifetime mortgage

Download our new lifetime mortgage guide, designed to explain the process and support we’ll offer you during your time with us. The brochure covers topics such as:

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

Our promise to you

We’re committed to offering

  • A dedicated Customer Account Servicing team who exclusively deal with customers over 55
  • New literature to help you understand your plan options
  • A customer-focused culture that puts your needs first
  • A full remit of services, whatever your change in circumstance

Our commitment to great service

We’ll offer market-leading service to you throughout your time with us, driven by our expert equity release knowledge and years of building relationships with our customers. To learn more, click through the carousel below to find out what great service means to our account servicing team.


Accessing your cash release facility

As part of our commitment to making account management as simple and as straightforward as possible for our existing customers, we've made our cash release application forms available online - simply download, print, fill it in, and return to us by post.

If you're unsure if your plan has a cash release facility, you can refer back to your original offer documents for full details of your specific plan.

The form you'll need to fill in to submit a cash release request will depend on which plan you have. Please look at the below options; you can find your plan number on your completions letter.

If your plan number starts with ‘1000’?
If your plan number starts with ‘1500’?
If your plan number starts with ‘5000’?
If your plan number starts with ‘8000’?
If your plan number starts with ‘9000’?

Contact us

Existing customers wanting to get in touch about their lifetime mortgage can do so by clicking here.

(If you’re thinking of becoming a new customer, please remember that we can only accept new applications through a qualified, independent financial adviser.)

To understand the risks and features, ask your Independent Financial Adviser for a personalised illustration.