Lifetime mortgage lender Pure Retirement has launched MyPure, its online account management platform for customers.
The creation of the platform enables Pure Retirement customers to view their accounts, both balances and transactions, and to download documents such as annual statements.
All completions post-December 2020 will also be able to view their offer and completions paperwork.
Customers will be notified when new documents become available, and will have the ability to complete their Certificate of Continuing Occupancy online.
Customers with drawdown plans will be able to apply for a cash release online, speeding up the process compared to current postal methods.
The potential for additional queries will also be reduced as applicants will be guided throughout the journey to ensure all necessary information is captured.
Ad-hoc payments can be made via MyPure as an added convenience for plan holders, with the platform also enabling the set-up of recurring regular payments if customers so wish.
MyPure also allows customers to send queries directly to Pure Retirement via the platform, as well as providing a library of useful documents, guides and FAQs.
The latest development is part of Pure’s ongoing commitment and investment in improving user experiences through technology. Innovations have included the refresh and enhanced functionality of its adviser-facing mobile app (itself a market-first) and the overhaul of its adviser portal to deliver Key Fact Illustrations 65% quicker than before.
The Customer Account Servicing team has grown 90% since the end of 2019 in order to ensure the best possible customer experience post-completion, and it has recently integrated an additional £125m back book to its growing portfolio, taking the total loan book size to over £3.5bn.
Suzanne Latimer (pictured), head of mortgage servicing at Pure Retirement, said: “It’s important for us to stay at the forefront of customer experience innovation, and being able to offer an online account management tool is something we’re really proud of.
“Through understanding our customers, we know that they will welcome this technological solution, and it’s important for us to be able to offer them the convenience to self-manage certain aspects of their lifetime mortgages.
“It will be the perfect accompaniment to the first class support which is already offered by our dedicated office-based team.”
