These materials are intended for use by Financial Advisers only

OneFamily Adviser

Supporting you and your business

We're here to help you and your customers during this time.

Rest assured, we're open for business and are here to support you in any way we can.

Last updated: 24/06/2020

Our business continuity plans

Changing our processes:

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

This page provides you with the full details of how we are managing Lifetime Mortgage applications; 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.

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.


Onsite valuations are now available for properties in England and Wales on our Super LTV Lifetime Mortgage product. 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.
  • Onsite valuations are available for Super LTV new business and additional borrowing cases. However, 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 10% of lending may be applied for new business and additional borrowing until an onsite valuation is carried out (a reduction from the original 15%). Please note that a subsequent onsite valuation will be undertaken on all desktop valuation cases when this is possible, irrespective of whether there has been a retention.

Standard and Lite products:
Desktop valuations continue to be used on our Standard and Lite products where possible, until further notice.

Customer Suitability:
We hope to offer onsite valuations for our Standard and Lite products in the coming weeks. Therefore, careful consideration should be given to customers proceeding with the Super LTV product as an immediate alternative within your suitability assessment.

Lifetime Mortgages Latest Processes document:

More details of the product changes and lending criteria can be found in our Lifetime Mortgages Latest Processes document.

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, 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.


Important Documents

We have created a guide Lifetime Mortgages Latest Processes'. This document provides the detailed changes we have put in place to proceed with new applications.

Our Surveying partner Connells has created an onsite valuations guidance document. Please read this document and share this document with your customers and ensure they fully understand the risk assessment criteria for onsite valuations for our Super LTV product.

Here's some ideas on what to consider when providing your advice remotely, and how to ensure you're reviewing all the different parts of the journey for yourself and your customers.

Download our 'Remote working tips'

Our teams are on hand to help with any questions you may have. Please call them on 0800 802 1645*.

For future updates

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