Equity Release Supermarket (ERS) has announced the launch of new online video capability to provide face-to-face interaction while the country deals with social distancing restrictions.

Mark Gregory, CEO of Equity Release Supermarket, said: “It’s been a challenging time for everyone with uncertainty mounting and remote working becoming the new norm.

“We made the decision early on to shift our online operations to incorporate an interactive video chat capability, enabling us to be in front of the customer at all times, bringing us closer together.

“We knew that many of our customers already preferred to use remote channels, with 40% of our advice
conducted by telephone alone in 2019, so having seen the increase use of video chat platforms and the benefits they bring in recent weeks, we knew we had to develop the functionality fast.

“We believe by offering this ‘remote meeting’ service that it will go some way to boosting morale for both our advisers and customers, as well as gaining that much needed human interaction.”

As surveyors can currently no longer make home visits, some lenders are now able to offer desktop valuations and the Equity Release Council has also temporarily sanctioned that solicitors can provide legal advice via telephone or video chat. It is still a legal requirement that the mortgage deed must be independently witnessed, hence solicitors will be working with their clients, to provide them with the best solution for their personal circumstances including social distancing.

Gregory added: “I take great pride in the way our team has quickly adapted to the changing working environment. They have transitioned to this new way of working with immense professionalism and continued to provide the quality advice and service to customers that Equity Release Supermarket is known for.”