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
If you’re submitting a new application for a client who needs us to change the way we communicate with them, extra help managing their mortgage or just want us to be aware of a ‘vulnerable circumstance’ that is impacting them, it’s important to share this information with us.
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 have solutions we can put in place to help your client, for example SignVideo, providing documents in large print, braille, on coloured paper or audio. Head over to our existing customer website and take a look at the support we have available. You'll also find a list of organisations that provide help for you and your clients.
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.