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



Do you have important paperwork to send to us?

All our teams are now 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.

Our business continuity plans:

Secure online Adviser portal:

Please submit your latest applications securely via our online portal, which you can access here.

Changing our processes:

We recognise the changes we are all having to make and the huge impact the Coronavirus pandemic is currently having on our lives, families and jobs. So, we have been reviewing all aspects of our operational processes to focus on those areas which are impacted by the government lock down and social distancing rules.

As we continue to support you and your customers, we will be using our Adviser website and our usual communication channels to keep you up to date on our progress. We will also be sharing details about the various measures we are putting in place to work with you and will give you all the guidance we can, to make each stage of the process as seamless and straightforward as possible.

The need for on-site activity and face to face meetings has been temporarily paused, since our team and the partners we work alongside are all working remotely.  Therefore, we want to update you on three key elements of the journey which will be adapted to ensure applications can progress:

  1. Valuations
  2. Our surveyors have paused physical valuations. We are actively working with them in order to identify a solution that will allow the mortgage application to proceed and we will inform you once a solution is agreed.

    Our teams are continuing to focus on all applications within our system.  Those cases that had a completed valuation at the point when physical surveys were paused, will progress normally up until the next stage of the process.

  3. Post-valuation stages
  4. The Equity Release Council is currently undertaking a consultation regarding the requirement for legal advice to be delivered face-to-face as part of the lifetime mortgage advice process. We are expecting an industry announcement imminently and will update you as soon as we can, in order to outline what this means for your client. The aim is to design a process which protects the health and safety of those professionals and specialists involved in the transaction but, at the same time, supporting the important consumer protections that the ERC standards uphold.

  5. Wet signatures

We are currently looking at alternative methods of client agreement to support the progression of the application.

Get in touch with our teams:

Our dedicated team of Telephone Account Managers are on hand to help with any day to day queries you may have. Please call them on 0800 802 1645* and select option 2, or email them at [email protected]

For help and guidance with your OneFamily Lifetime Mortgage applications, please contact our Mortgage Processing team on 0800 802 1645* and select option 3, or email them at [email protected]

We provide direct access to our Underwriting team, who can help with those more complex and technical queries. Please don't hesitate to call them on 0800 802 1645* and select option 4. Or alternatively email them at [email protected]

For future updates

Please visit and don’t forget to follow us on LinkedIn and Twitter.

We will be sending regular updates using these channels over the coming weeks.

You can also contact Chris Brown on 07803 406 817 or email [email protected], if you would like any help with any issues, or if you just need to have a chat.