You can use our online contact form or alternatively, you can call the number on your plan as it's tailored to your mortgage. You can find this number on your completions letter and offer documents alongside your account number. For a quick reply, be sure to have your account number to hand.

Check your original offer documents to confirm if your mortgage includes a cash release option, which is usually referred to as a drawdown facility. (Please note, your cash release is not guaranteed and may be reduced or removed in certain circumstances.)

If you manage your account online via MyPure, you can use the dashboard to apply for a cash release directly. To apply for a cash release outside the online platform, simply call us on the number included in your account documents to request a cash release application form.

It can take between 2-3 working days from receiving your signed form for the cash to be released.

All our lifetime mortgages have the option to make regular or ad hoc repayments. These repayments are completely optional, and depending on your plan, you can make up to 10-12% repayments per year with no early repayment charges. Customers of our Heritage Freedom 20 and Freedom 40 products can opt for up to 20% and 40% annual repayments, respectively.

By making optional repayments, you have flexibility over how you want to manage your lifetime mortgage and the interest that accrues. You don't need to make any repayments; the option is always available.

If you are interested in making repayments, you can set up a monthly direct debit or standing order to repay the interest on your mortgage or use the maximum repayment option to start repaying some of the capital, too.

Contact us or log into the MyPure portal, where you can make an ad hoc payment or request to set up a standing order or direct debit payment.

If you have a drawdown lifetime mortgage, and you have released all your available funds, and would like to borrow more then this is called a further advance.

You will need to speak with a certified equity release adviser to access further funds.

The process for a further advance is like your initial application and your adviser will discuss the amount you'd like to borrow and the reason why before creating a Key Facts Illustration (KFI). Your adviser will discuss this KFI and any fees involved, and if you wish to proceed we will arrange a valuation of your property and await the application from your adviser.

We understand that your circumstances may change, and you may need or want to repay the full sum of your lifetime mortgage early.

To start this process, either you or your solicitor will need to request a redemption statement from us. The redemption statement will state the full amount owed and any early repayment charges or outstanding fees due.

If the request comes from your solicitor, we may need to contact you for permission to share the details of your mortgage.

As per industry safeguarding regulations and the terms of your lifetime mortgage, we'll need you to confirm that you're still living in the property.

Once a year we'll send you a Certificate of Continuing Occupancy (COCO), which is a form where you can confirm who is living at the property. It'll come as part of your annual statement pack, or you can access from your MyPure online account.

If someone moves into your home, or a borrower has left the property for any reason, you or your equity release adviser will need to let us know as soon as possible.

Adding a new person

If you wish to add another person to your plan, your equity release adviser will need to apply for a transfer of equity with us. Please note, there may be a cost involved and the transfer will depend on the terms and conditions of your lifetime mortgage.

If the new occupant isn't going to be added to the mortgage but will be residing at the property, we will issue an occupier consent form, which they'll need to fill out and return to us so that we can update our records. This doesn't apply to anyone under the age of 17.

Removing someone

If you need to remove someone from your plan, you or your equity release adviser need to contact us to let us know.

If you are looking to sell your property, you'll need to follow the process described in “How to repay your lifetime mortgage early”.

Yes, you can move home with a lifetime mortgage. It's referred to as porting.

All our products have a porting feature. We'll need to confirm that the new property meets our lending conditions which requires you to fill in an application and we will arrange a property valuation at a fee.

The decision after the valuation can go one in three ways.

Yes, you can; however, ideally, you'll let us know before work starts.

Our definition of 'changes' to your property includes:
If structural changes have been completed without telling us, we may need our surveyor to visit the property and review the work. Please be aware this may incur charges.

Joint borrowers: If one of you needs to go into permanent long-term care, we need to know so we can update your account in line with the terms of your lifetime mortgage. We'll need to confirm the plan holder's permanent move into care via one of the following:
When the last customer on the mortgage enters long-term care, full repayment of the mortgage is required within 12 months of the date of entrance into long-term care.

A death in the family is a difficult time, so we try to make the process of informing us as seamless and stress-free as possible.

If you're a joint borrower, and one of you passes away, we'll need to update the names of the account holders. To do so, we'll need you to send us: In the event of the death of the last customer, we will need:
We will then confirm by post that we have updated your mortgage and return any original documents you have sent us. Your mortgage will then continue as normal.

In the event of the death of the last customer, we will need:
If a Will is left, then the executor(s) named in the Will can apply for a grant of probate or if no Will is left, then letters of administration can be applied for. Please note, that if the executor(s) are using a solicitor to help them administer the estate the solicitor can contact us directly.

At the end of a lifetime mortgage, the property usually needs to be sold to repay the outstanding mortgage amount. The property will need to be on the market within six months of the mortgage ending.

If the property isn't being sold, the mortgage must be repaid in full within 12 months. Upon full repayment of the mortgage, we'll remove our charge on the property.

As all our lifetime mortgages have a no negative equity guarantee, the customer(s) or their beneficiaries will not be asked to pay more than what the property is sold for, even if the sale price doesn't cover the full amount of the mortgage.