Existing customers

Here to Help You Manage Your Lifetime Mortgage

Thanks for choosing Pure Retirement, we hope that you're looking forward to the possibilities that your lifetime mortgage can bring and that it gives you the chance to enjoy your retirement. Our Customer Account Servicing team is here to help you and is on hand to answer any questions you may have.

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Gold-standard customer service

We are proud to offer market-leading customer service—not only during your application process, but also throughout your time with us after you've completed and received your funds. The Customer Account Servicing team exclusively serve over-55s and understand the importance of communicating with empathy and respect.

Additionally, all our staff complete Dementia Friends training from The Alzheimer's Society, giving them the ability to effectively offer ongoing support to our lifetime mortgage customers even as their circumstances may change.

The team's knowledge means they can help our existing lifetime mortgage customers access a variety of plan features for all of life's eventualities, such as:

  • Making optional partial repayments
  • Applying for further borrowing
  • Adding and removing borrowers
  • Moving the lifetime mortgage to another property
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For more information download our lifetime mortgage guide, designed to explain the process and the support we offer you during your time with us.

Navigate your mortgage with our guides

We've created an industry-leading range of literature that you received alongside your offer, explaining both our processes and your options.

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Porting your mortgage

Guidance on moving your lifetime mortgage to a new property and what’s involved.

Our porting guide
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Repaying a lifetime mortgage

Whatever your change in circumstances our guide will help answer many of your questions.

Repaying guide
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Confirming your residency

As part of your terms and conditions, we need you to complete a Certificate of Continuing Occupancy.

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MyPure: Your account management platform

In addition to our Customer Account Servicing Team and our specialist literature, you'll have access to our online account management platform, MyPure, enabling you to self-manage your lifetime mortgage account at your own convenience from your PC, tablet or mobile.

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Find answers to your lifetime mortgage questions

We've collated frequently asked questions from our existing customers to provide a wealth of information.

Learn more in our FAQs
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Our people

We believe great service is driven by great people, and we are proud to invest in our employees, as evidenced by our gold standard Investors in People accreditation and our Princess Trust award winning internal Learning and Development department.