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Alternative Contact Formats

Relay UK

If you are deaf, hard of hearing, or have difficulty with speech, you can use Relay UK to contact us by phone.
 
Relay UK uses a text service. You type what you want to say, and a relay assistant will speak to us for you. They will then type back what we say, so you can read it.
 
You do not need any special equipment. You can download the Relay UK app onto your mobile phone or use a compatible textphone.

Teams Conference Calls

If you prefer to see who you are speaking to, or need visual support, we can arrange a Teams video call.

Teams offers helpful features such as:

  • Live captions
  • Screen reader support
  • Adjustable text and display settings

If you would like to book a Teams call with our team, please let us know.

Alternative Correspondence Formats

Digital or Braille Documents

We want to make sure our letters and documents are easy for you to read.

If you need information in a different format, please tell us. We can provide documents in:

  • Large print
  • Braille
  • A digital format that works with screen readers

We are happy to send information in the way that suits you best.

DocuSign

If you need to sign documents, you can do this online using DocuSign.

DocuSign is safe and easy to use. You can sign documents on a computer, tablet, or smartphone. There is no need to print or post anything.

If you would like to use DocuSign or need help with it, please let us know. We are here to help

Representative Access & Legal Authorities

Some customers may prefer, or need, someone else to manage their account. We support this and provide clear routes depending on the type of authority you hold.
All documents can be sent by email or post (details at the bottom).

To gain full authority on the customer’s account, we require:

1. LPA Document

  • Original or verified copy
  • Entire document (all pages visible and legible)
  • Stamped and registered by the Office of the Public Guardian (OPG)

2. Identification for Attorneys

  • Photographic ID preferred (passport, driving licence, firearms licence, NI ID card)
  • If attorneys act jointly and severally, we only need ID for attorneys who are wishing to discuss the account. Each individual attorney would need to send ID to be able to discuss the account
  • ID must be original or verified copy

3. Confirmation of Loss of Mental Capacity

This must be:

  • A letter or report from an appropriately qualified professional
  • Someone with no involvement or interest in the mortgage or property
  • Completed in accordance with the Mental Capacity Act 2005 and Code of Practice

If the customer authorises you to discuss the account but not make decisions:

We require either:

  • The full Lasting Power of Attorney document (original or verified copy), or
  • A valid Lasting Power of Attorney online access code

Plus:

  • If attorneys act jointly and severally, we only need ID for attorneys who are wishing to discuss the account. Each individual attorney would need to send ID to be able to discuss the account

This gives you read‑only, speak‑on-their-behalf access, not full account control.

To gain full authority, we require:

1. EPA Document

  • Original or verified copy
  • Entire document (all pages visible and legible)
  • Stamped and registered by the Office of the Public Guardian (OPG)

2. Identification for Attorneys

  • Same requirements as Lasting Power of Attorney
  • If attorneys act jointly and severally, we only need ID for attorneys who are wishing to discuss the account. Each individual attorney would need to send ID to be able to discuss the account

If you hold a Deputyship Order or Court of Protection document, please contact us — we will explain exactly what we need based on your specific order.

You can opt to have representatives to support you with your Lifetime mortgage, these representatives must be authorised and added onto the account as a third party prior to the representative making a payment, requesting account specific information or the requesting of a redemption statement. These representatives could be relatives, friends or financial advisers. To request a template to add somebody as a representative please let us know by completing the below form at the end of this page.

How to send documentation?

Documentation can be sent to us by email or post. You can also contact us for more information:

Online: 
Send Request >

Email address:
[email protected]

Post more2life:
More2Life
PO Box 1168
Preston
PR2 0GB

For more information about who can verify a document, please visit: https://www.gov.uk/certifying-a-document

Further Support

Payment Support

Please contact us on 01772 377 835, open Monday-Friday, 9am to 5pm (excluding bank holidays) if you are unable or are struggling to make your monthly interest payments on your lifetime mortgage or please find helpful information below.

If you are struggling with your finances and need advice, you may find it helpful to speak to a free and impartial debt advice organisation. Please find details of these below:

There are numerous benefits to using these services, including obtaining advice on managing your finances, understanding if you are entitled to claim any benefits and to help you plan ahead for any future expenses.  

Consumer Duty Leaflet

Please click below to see a printable version of our Consumer Duty Leaflet

Consumer Duty Leaflet

Still have questions?

Contact us >

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