For busy Equity-release advisers

Call handling for Equity-release advisers, without losing focus on the job.

An equity-release enquiry often sits alongside long-term plans for a home, family and finances. The caller may be exploring possibilities rather than ready for advice. Ziverly can gather the broad reason and preferred appointment arrangements without discussing products or requesting financial and security information while you are in another regulated conversation.

See what could help Try your own numbers

A familiar moment

The homeowner beginning a careful family discussion

You are completing another client's file when a homeowner calls after speaking with their adult children about releasing money from the property. Ziverly can capture who is enquiring, their stated relationship to the home, whether another owner or representative is involved, the broad reason for seeking advice, property and mortgage context only at the introductory level you approve, stage, existing adviser or solicitor involvement, communication needs and preferred appointment arrangements. It does not provide financial advice, explain or recommend a lifetime mortgage or other product, indicate eligibility, borrowing, rates, costs, tax, benefits or suitability, value the home, assess capacity, accept an instruction or request account numbers, balances, bank details, card information, passwords, one-time codes or security answers. Advice and regulated fact-finding remain with authorised professionals.

The useful handover

Enough context to respond properly.

The aim is to welcome the caller, gather the details you decide matter and keep the same enquiry easy to follow until the work is resolved.

  • Who is calling and how to reach them.
  • What they need help with and where.
  • What should happen next, without inventing a response time.

Where the pressure tends to gather

Make space for the work without leaving the caller in the dark.

Think about the calls that interrupt you most often. Ziverly can follow the questions and boundaries you choose, then leave the details ready for your judgement.

Exploration must not sound like a recommendation

A broad reason and stage can be captured without suggesting that equity release or any particular product is appropriate.

Family involvement can be helpful but sensitive

Ownership, authority, communication and the homeowner's own wishes should not be assumed from who makes the call.

Regulated conversations require concentration

A new prospect can receive a calm acknowledgement while you protect another client's confidential financial discussion.

What a better handover can change

Less interruption now, a clearer thread afterwards.

The enquiry stage is clear without a fact-find

Review who called, broad purpose, homeowner context, others involved and preferred appointment arrangements.

Financial boundaries stay explicit

Approved language prevents product, eligibility, value, borrowing, cost and suitability claims during call handling.

A permitted document question can be retained

Add the ownership, representative or existing-adviser detail you are allowed to request from the known caller.

Hope, The Encourager
Available in Ziverly

Hope, The Encourager

For someone looking for equity-release advice enquiries, a warm acknowledgement can reassure them that their enquiry has been heard, even when you cannot answer immediately.

Before, during and after the call

From first ring to finished follow-up.

Ziverly can do more than take a message. You stay in control of when it answers, how you hear about each call and what context is available if the customer rings again.

  1. You decide which calls reach Ziverly.

    Use the call-diversion options supported by your mobile or landline service, such as no reply, unreachable, busy or rejected. Turn them off again whenever you want to answer normally, or use cover for evenings, weekends, holidays and unexpected time away.

  2. Your call details meet you where you are.

    Choose email or SMS alerts where enabled, then open Ziverly to review the summary, transcript, recording where available, status and priority.

    Review the permitted summary of who called, the broad purpose, homeowner context, others involved, existing professional support and appointment preference.

  3. The next conversation starts further forwards.

    Add an AI-facing note when you want Ziverly to have more context if the same known caller rings again. Separate private notes stay private.

    Add an AI-facing note with the agreed response window or a permitted ownership, representative or existing-adviser question, never financial secrets.

  4. Open calls do not have to rely on memory.

    Choose a daily or weekly email summary of calls still waiting for attention, at the time that best fits your working day.

  5. You can check in by phone, too.

    With Owner Voice Access enabled, call your own Ziverly number, verify your PIN and manage the calls you are allowed to see.

    When the current regulated file and conversation are secure, verify your PIN to hear only the equity-release enquiries you are authorised to access.

Use your own numbers

What might unanswered calls represent for your business?

Enter figures from your own recent calls to put the possible value of unanswered enquiries into context.

The result is an illustration based only on what you enter. It is not a forecast, a promise that Ziverly will recover the work or a reason to accept an unsuitable job.

Enquiries represented by your figures 0 Monthly work value represented £0

This simple multiplication does not account for timing, capacity, costs, cancellations, repeat work or whether another response would have changed the outcome.

Useful boundaries for call handling

Let Ziverly gather details without overstepping your expertise.

Home-finance advice is FCA-regulated and requires appropriate permissions and qualifications; vulnerability and later-life advice controls are especially important.

You remain responsible for the advice you give, the work you accept and the safety, eligibility and professional checks your business requires.

A few practical questions

What would you want to know before starting?

Use these answers to decide where Ziverly could help and where the conversation should always return to you.

Can Ziverly explain or recommend equity-release products?

No. It gathers the broad reason for contact; regulated information, advice and recommendations remain with authorised advisers.

Will it say how much someone could release?

No. Property value, eligibility, borrowing, rates, costs and suitability require the formal advice process.

What financial information will it request?

Only limited introductory context you approve. It must not ask for bank, card or account details, passwords, one-time codes or security answers.

Try the smallest useful version

Begin with the calls that interrupt your working day most often.

Choose what Ziverly should know, what it should never promise and which details make a follow-up genuinely useful. Creating an account is free, so you can look around before deciding when you want Ziverly to handle a call.

No monthly or annual plan is required and there is no fixed-term commitment. Add pay-as-you-go credit only when you are ready to use it.

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