Customer Account Servicing

First class follow-on care from Pure Retirement

At Pure Retirement we’re proud of our ever-growing Customer Account Servicing team, who are on hand to help your customers make the most of their retirement throughout their entire time with us. The team exclusively deal with the over 55s, and are fully trained on empathy, vulnerable customers and difficult conversations such as bereavement. They’re also able to provide the full remit of services including further borrowing, taking out a cash facility, adding and removing borrowers, and moving a mortgage to another property.

As part of our commitment to offering market-leading service to you and your customers from initial KFI to completion and beyond, we recognise that your customers’ lives don’t stand still, and neither do we, with constant innovation and a service-led culture which keeps your customers at the forefront of everything we do.

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

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.

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