-
Online Service update. Due to planned essential maintenance, our Online Service will be unavailable from 10pm on Thursday 5 March to 2am on Friday 6 March. We apologise for any inconvenience this may cause.
A flexible approach when it mattered most
The mortgage will be secured on your home. Your home may be repossessed if you do not keep up repayments on your mortgage.
Stephen and Debbie began their search for a later life mortgage knowing their circumstances were far from straightforward. Approaching retirement and juggling the sale of three properties, they found that many lenders were unwilling to look beyond rigid criteria. Even though they were in a strong financial position, they had trouble finding anyone willing to fully consider their application.
“We chose the Society because they aligned with our needs and long‑term plans,” they said. “They were in a different universe compared with the other institutions we dealt with.”
A reassuring start
Stephen and Debbie contacted us directly after an online search for lenders specialising in later life borrowing. They described the process as “clear, straightforward, and refreshingly human”.
From the first conversation, they were supported by our Mortgage Advisor, Franki, who took the time to understand their situation and guide them through each step.
“She was brilliant and supported us every step of the way,” they recalled. “Where other lenders focused on problems, the Society looked for solutions.”
Navigating a complex situation
The couple’s circumstances required a lender willing to take a common sense view. While purchasing their new home, they were simultaneously selling three properties – two of which were unlikely to complete in time. Many lenders saw this as too complicated.
We took a different approach. As a manual underwriter we were able to review their application on its individual merit, recognising the couple’s secure financial position.
“It meant so much knowing the Society understood our circumstances and was prepared to be flexible,” they said.
Clear guidance and the right product
With stable incomes and a well-planned future, Stephen and Debbie were eligible for our standard mortgage product. They appreciated the clarity of the written and online information, which helped them to make confident decisions.
“The professionalism, the independent and personalised approach to lending, and the exceptional customer service were truly outstanding,” Stephen said. “Franki explained everything clearly and made the whole process feel manageable.”
Setting a standard
When their mortgage offer arrived, the couple described feeling “over the moon.” The offer meant they could move into their new home without relying on costly bridging finance; a huge weight off their shoulders.
“The Society took the time to listen and work with us. They’ve set a standard that many larger institutions could only hope to match.”
Unique and exceptional
Reflecting on the journey, Stephen shared how significant the experience had been for him personally.
“I’m over 60, and with a change in personal circumstances I suddenly found myself needing a mortgage. We tried brokers and the institutions we’d banked and saved with, but Family Building Society and Franki were in a different universe. Their service was unique and exceptional.”
The couple said they felt respected, understood, and supported throughout, never rushed, never dismissed, and never made to feel like their questions were unwelcome.
Sharing their experience with others
Stephen and Debbie feel their move has been a real success, and they speak very highly of the Society’s support.
“They may be a small society, but they set a platinum standard that larger institutions can only dream of attaining,” Stephen said. “For anyone whose circumstances don’t fit the standard criteria, we cannot speak highly enough of the service we received.”