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Supporting you and your business

We recognise the changes we are all having to make and the huge impact the Coronavirus pandemic continues to have on our lives, families and jobs.

Last updated: 07/01/2021

Our business continuity plans

This page provides you with the full details of how we are managing Lifetime Mortgage applications and valuations; we'll continue to update you on the new interim measures we will introduce so that you always have all the guidance you need to work with us.

Please see below a list of the areas which are changing.


Onsite valuations are available for new business and additional borrowing applications across all of our Lifetime Mortgage products.

Our surveying partners, Connells, will continue to undertake COVID-secure onsite property inspections where it is safe to do so and the property occupier is willing to allow access. Where occupiers are not willing to allow access and wish to defer, these inspections will be rescheduled once the restrictions are lifted.

Please find below some important aspects to note:

  • All references to onsite valuations below assume your customers can fully comply with the risk assessment as set out by our Surveying partner Connells in their guidance document.
  • If your customer can’t comply with the risk assessment (i.e. they are self-isolating or vulnerable) they can proceed with a desktop valuation subject to their property being suitable.
  • For cases that utilise an onsite valuation, the funds will be released as one lump sum upon completion.
  • Where desktop valuations are used, a retention of up to 15% of lending may be applied to Standard LTV new business cases and 10% to Lite LTV new business cases until an onsite valuation is carried out. For Super LTV cases, the maximum retention applicable is 10% and applies to both new business and additional borrowing. In order for the retained funds to be released, an onsite valuation is required to confirm the property value.

Solicitor appointments

OneFamily continues to accept the Equity Release Council's proposals for non face-to-face solicitor appointments for giving legal advice where it is not possible for this to be face-to-face. The full details following the ERC’s consultation can be found on their website here.

Wet signatures

As we announced in our email on 20 April 2020, we do not require physical customer signatures to proceed with an application until further notice. Please find details in the Lifetime Mortgages Latest Processes document for how the process has changed so that you are aware of the requirements.

Changing our processes

For a complete breakdown of the changes we’ve implemented and how this impacts you as an Adviser, we have prepared a detailed guide for you.

Please read our Lifetime Mortgages Latest Processes document.

Changing our processes

For a complete breakdown of the changes we’ve implemented and how this impacts you as an Adviser, we have prepared a detailed guide for you.

Lifetime Mortgages Latest Processes

Important paperwork to send us?

All our teams are working remotely, therefore if you intend to send any documents to us, you can do this quickly and securely by emailing our usual address:

[email protected].

We will reply to you to confirm receipt of these items and keep you informed of our progress.

For future updates

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As the Lockdown rules continue to change, we will keep you informed of our latest news and updates using our social channels.

We're here to help


Lifetime Mortgages Adviser Support:
[email protected]

Lifetime Mortgages Underwriting:
[email protected]


Lifetime Mortgage Support:
0800 802 1645*

To contact your dedicated Sales Support Team - select Option 2
To contact our Mortgage Operations Team - select Option 3
To speak directly to our Underwriting Team - select Option 4


Lifetime Mortgage Support
16-17 West Street

*Open Monday to Friday 9am to 5.30pm. Calls may be recorded for training purposes. Free from UK landlines only