Barb Emmett (pictured), head of lifetime mortgage operations and controls at OneFamily says being there for customers every step of the way is a key priority for the firm. She sets out one of the initiatives the firm uses to keep in contact with customers below.
We have a skilled and dedicated team who work hard to look after our customers throughout the lifetime of the loan. Experience has taught us that if we are engaged early when our customers experience difficulties or life changes, we can help them get the required support quicker which, in some cases, might mean the difference between them staying in their home or not.
To stay truly connected with our customers we’ve created a selection of guides and documents which encourage ongoing contact and offer practical help and support with finances. We want to encourage ongoing dialogue with our customers throughout the life of their relationship with us – not just via an annual statement. We believe a OneFamily lifetime mortgage is much more than just a transactional relationship and want our customers to know we are there at any time to support them.
We undertook in-depth research to inform on the design and content of these new guides. We engaged directly with the ‘OneFamily Voice’, a panel of our own existing customers who we share our proposals with for potentially new products and services to shape, stress test and design using their views and feedback.
The feedback was extremely positive. They really liked that these documents aimed to help rather than just sell them another policy. Feedback also suggested that these documents reflected well on the brand, with some saying that they felt that the literature conveyed the message “that OneFamily cared”.
Using our OneFamily Voice customer feedback, the following documents were developed:
Everything in one place A booklet for customers to document their financial information in one place
Keeping in touch A quick guide on updating their personal details with OneFamily
Making a Will An informative overview providing the benefits and options about making a will
Protect yourself against fraud and scams Hints and tips to help customers remain vigilant and safe from fraud and scams
Understanding Lasting Power of Attorney A useful guide helping customers understand what a Lasting Power of Attorney is, the benefits and the process to appoint one
The five customer guides are available on onefamilyadviser.com and will be sent to our customers periodically. We are a lender that puts its customers first, a lender who wants to build that more human relationship and work with its customers to support them – whatever life may throw their way.
The views of contributors are not necessarily those of the Equity Release Council’s
