Submitting applications - clients needing support
We're here with you every step of the way, helping you make sure your clients get the support they need - whatever their circumstances.
Customers in vulnerable circumstances
When submitting a new application, please share any information that may affect how we support your client. This includes changes to communication preferences, extra help with managing their mortgage, or any vulnerable circumstances impacting them.
Letting us know a client needs extra help allows us to give them the right support throughout their mortgage journey with us.
What supports are available?
We offer a range of support options to help your clients, including communications through SignVideo or RelayUK, and providing documents in accessible formats such as large print, braille, coloured paper, audio, or screen-reader friendly versions. Head over to our existing customer website to explore more of the support options available. You'll also find a list of organisations that can offer additional help. If your client needs help with something that isn't listed, please get in touch.
How can I let you know about support my client needs?
You can do this by simply getting in touch.
You must have your clients permission to share this information with us - we'll ask you to confirm this when you provide the details.
Here’s what your client needs to know:
- We may need to contact them for further information around the support they need
- We'll make a note on our systems so that we can support them on an ongoing basis
- After their application is approved, they should let us know if their support needs or circumstances change. This helps us to continue to provide the right support
- Their personal data will be collected and stored in line with our Privacy Policy.
We’ll take responsibility for any details you share about a client's support needs or vulnerable circumstances during the application and throughout the mortgage relationship, even after completion.