To read about our position on Ukraine - Click Here
Are you a financial adviser? Go to our adviser site

Existing customers.

We're here to answer any questions you might have about your equity release loan. From helpful documents for you to download to accessing your drawdown facility, we hope to help you put your mind at ease.

Our helpful documents.

Drawdown guide.

If you have a Drawdown product, please click below for information about accessing your reserve facility and the impact this will have on your account.


Moving home guide.

If you choose to move home, you may be able to transfer your Lifetime Mortgage to your new property. Please see below for details on how to facilitate this.


Your smooth journey.

Once your account is open, the Customer Service Team is your first point of contact. They are here to guide you through your Lifetime Mortgage and to make the journey as smooth as possible.

There is a wealth of financial knowledge and experience in the team, which we look forward to exercising when you get in touch. You can contact us from Monday to Friday by email, phone and post.

Do you need to get in touch?

We want to make sure you are getting the advice and options that are right for you. If you are an existing customer and want to discuss your account with us, please contact our Customer Service Team.


You can email us on any day at any time and we will aim to respond to your email as soon as possible.

Email us on:


You can call us on our number from your landline or mobile. We're open between 9am and 5pm, Monday to Friday.

Call us on:

0330 124 3914

Frequently asked questions.

Typically homeowners aged 55 and over may be eligible for Lifetime Mortgages. You must own your own home and it must be worth at least £125,000. You may not be eligible for equity release if you own a leasehold property with less than 100 years before the lease expires unless extra years can be purchased. Freehold flats and maisonettes or registered smallholdings also may not qualify. Speak to your financial adviser to find out if you qualify for a Responsible Lending Lifetime Mortgage.

All financial decisions may come with an element of risk. When releasing equity, the value of your estate will be reduced and your entitlement to means-tested benefits may be affected. Speaking to an adviser is the best way to understand the risks and the available features to help mitigate these.

It is a condition of our Lifetime Mortgages that any outstanding mortgage is repaid. However, the equity you release can be used for this purpose and it is one of the most common reasons people unlock wealth from their homes. Bear in mind that this will reduce the amount available to you but may save you money every month on mortgage payments, which can then be put to other uses.

The sum outstanding from the equity release plan will usually be repaid from the sale proceeds of your property and the remainder goes to your estate. Where your representatives, such as children or other beneficiaries of your estate have not sold the home typically within 12 months of your death, equity release plan providers may reserve the right to become more involved in the sale of the property and deduct the costs of the sale from the amount due to your estate. Members of your family are welcome to clear the balance of the equity release through other means, such as a mortgage, so they keep the property in the family.

We work with Rothesay Life who were established in 2007 and have quickly become one of the leading providers of regulated insurance solutions in the UK. Rothesay Life has assets under management of £60 billion and insures the pensions of over 800,000 individuals. Rothesay Life funds our Lifetime Mortgages. Between our funders and ourselves, you are in safe hands.

With all of our plans, you are able to move home and take the plan with you to the new home, provided it meets our property criteria.

Yes, you will. Provided that you abide by the terms and conditions of your equity release plan then you are guaranteed to carry on living in your home for as long as it remains your primary residence.