Updates to our Lifetime Mortgage application form

20 Aug 2025

We’re making some updates to our online application form for Lifetime Mortgages. These enhancements aim to improve the customer journey, align with our Consumer Duty obligations, and streamline information capture.

What's changing?

We’ve added new fields in the application form to gather:

  • Intention to make regular repayments 
  • Customer vulnerability indicators
  • Additional support needs
  • Occupation details

This means that you can tell us directly in the online application, so you no longer need to let us know by email. 

Intention to make regular repayments

If your customer would like to set up a direct debit,  they’ll need to contact our Operations Team on 0800 158 4177 once the loan has completed. If your customer requires support from you to set up a direct debit, there is a paper mandate available on our document library. You can submit the completed direct debit mandate either as part of the online application form or by emailing it to us at LPEQREN@aviva.com at the time of application. However, please note that we will still need to speak directly with the customer to complete the setup.

You can find out more information in our FAQs. 

Customer vulnerability and additional support needs

Under the FCA’s Consumer Duty, timely identification and response to customer vulnerability and support needs are crucial. Capturing this information at the application stage allows us to:

  • Deliver better outcomes for customers
  • Tailor our communications and support
  • Reduce the risk of harm

We’ve also updated the adviser declaration to confirm that you have obtained the customer’s consent to share this information.

What we need from you

  • When noting a vulnerability, please include relevant support needed
  • Ensure you have the customer's consent to share this information
  • Continue to provide accurate and complete information to support a smooth application process

Why we're asking for Occupation

While many customers are retired, some may still be employed. Collecting occupation details helps us meet financial crime screening obligations.

Got any questions?

Speak to your usual Aviva contact if you have any questions about these new fields. If you don't know who your dedicated Business Development Manager is, you can find their details here.