Adviser responsibilities post-completion

For many clients, the completion of their equity release application feels like the end of the journey - but for the adviser, it marks the beginning of a crucial post-completion phase.

A great equity release adviser doesn’t walk away after funds are released, they stay connected, provide guidance, and maintain oversight of long-term outcomes.

In this article, we explore what good post-completion care looks like, based on our latest interviews with expert advisers, and how to deliver ongoing value while staying compliant.

Why post-completion support matters

Equity release is often one of the most significant financial decisions your client will ever make. Even after the loan completes, their needs can change, and they may require:

• Ongoing support
• Product flexibility
• Future advice (e.g. further drawdowns or repayments)
• Help managing family expectations
• A clear understanding of long-term implications

Staying involved ensures your advice remains compliant, customer-focused, and sustainable in the long run.

Our adviser questionnaire’s results reinforced this: many advisers described completion as a “handover point, not a finish line”, with structured follow-ups, check-ins, and review cycles forming a key part of their service.

Post-completion responsibilities for equity release advisers

1. Client education and confirmation of key information

Immediately after completion, it’s recommended that you follow up to:

• Confirm that the customer has received their funds
• Recap key terms of the plan (e.g. interest rate, repayment options, drawdown facility), by following up with an email
• Reinforce how compound interest works and when the loan is repaid
• Provide contact details in case of any questions or concerns
• Send post-completion surveys or review requests, such as Feefo or Google Reviews, to capture client feedback

2. Check-in on vulnerability and safeguarding

Clients’ circumstances can change - especially in later life, and advisers play a key role in monitoring these shifts.

Good practice includes:

• Scheduling regular check-ins (e.g. annual or biannual)
• Keeping notes on changes to financial needs or mental capacity
• Involving family members or attorneys where appropriate
• Ensuring ongoing support in line with FCA vulnerability guidance

From our adviser survey, the most common touchpoints were:

• Annual review emails, inviting clients to discuss their plan and circumstances
• Six-month courtesy calls for early reassurance
• Bi-annual letters offering free plan reviews, especially to explore lower rates or additional funds

These patterns reinforce that vulnerability monitoring should be built into regular client contact.

3. Support with drawdown requests

For clients with a drawdown lifetime mortgage, you remain an important point of support.

Your role includes:

• Reminding clients how to access funds
• Reassessing suitability if circumstances have changed
• Documenting any further advice or illustrations

Our survey findings revealed a variety of approaches:

• Some advisers explain drawdown mechanics in detail at the initial appointment, ensuring clients fully understand the process before completion
• Others include drawdown prompts in annual communications, encouraging clients to get in touch if further funds are needed
• Advisers reminded clients that they must use existing reserve funds before applying for a further advance

While few advisers send dedicated drawdown mailings, most incorporate reminders into their annual advice cycle.

4. Optional interest or voluntary repayments

With more clients choosing plans that allow voluntary repayments or interest servicing, advisers can provide ongoing value by:

• Helping clients understand repayment allowances
• Reviewing affordability
• Supporting provider contact

Several advisers said they use completion emails to remind clients how payments can be made and who to contact- a simple step that helps be more supportive and anticipate their needs.

5. Planning for future needs and events

Clients’ needs might change and they may want to move to a new home, transfer the plan (portability), downsize or repay the loan or consider future inheritance or care needs.

You can support by:

• Reviewing early repayment charges or porting options
• Explaining how the plan fits into broader estate or care planning
• Referring to solicitors or specialists when needed

Our interview responses showed that many advisers treat these conversations as part of a broader annual or bi-annual review process, ensuring clients always have an up-to-date understanding of their options.

Tools and tips for better post-completion support

To deliver post-completion care efficiently, consider:

• CRM and calendar reminders for annual or six-month check-ins
• A structured post-completion client pack
• Client-friendly tools (e.g., interest or repayment calculators)
• Using a sourcing platform for notes, drawdown tracking, and comparisons
• Periodic marketing updates when new products or rates become relevant - something several advisers already do with bespoke mailings or rate alerts

Our interviews revealed a divide on newsletters: some firms send periodic marketing campaigns, while others are planning to introduce newsletters in the near future. If done well, newsletters can be a low-effort way to keep in touch with clients.

Your ongoing compliance obligations

Even after the product completes, the FCA expects advisers to treat clients fairly and uphold high communication standards.

Key duties include:

• Clear, ongoing communication
• Support for vulnerable clients
• Documentation of all interactions
• Suitability reviews where necessary

Poor post-completion management increases the risk of complaints, client confusion, and regulatory scrutiny - particularly if clients later feel they didn’t understand the long-term impact of their plan.

Final thoughts: completion is just the start

The equity release journey doesn’t stop when funds are released - and neither should your relationship with your client. By staying involved and offering clear, ongoing support, you:

• Protect your clients
• Uphold regulatory standards
• Encourage referrals and long-term loyalty
• Position yourself as a trusted specialist in later life advice

Our adviser questionnaire showed that many advisers already go above and beyond with structured calls, annual reviews, marketing updates, and personalised follow-up - offering you a strong blueprint if you’re looking to strengthen your post-completion process.