NEW Refinance Hub

Refinance Hub


Between now and the end of next year, millions of mortgage customers will come to the end of their term. 

That’s why we’ve revamped our refinance hub, to give you access to the tools and resources you need so that you can reengage your customers, review their circumstances, and retain their business.

Refinance Grids

Stay one step ahead with our exclusive lender Refinance Grids

Our lender Refinance Grids is designed to provide you with insight as to when lenders will be contacting your customers about their existing mortgage product which should allow you to be ahead of the game. 

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Rate Switching Grid

In today’s market, things move quickly. That’s why we’ve been working with our lender partners, to collate this comprehensive guide, and bring you an overview of each lender’s approach to rate changes. So you can see how much notice each lender offers on rate changes, and whether you’re able to secure a rate when securing a decision-in-principle.

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Hints and tips

Re-engaging with existing customers can be a challenge, especially if you don’t keep in regular contact with them throughout the term of their mortgage. To help make these conversations easier, here are our hints and tips:

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Add an existing customer page to your website

Let your existing customers know that you’re here for them throughout the lifespan of their mortgage, not just to facilitate the purchase of the first product, by having a dedicated area to them on your website. Here you could include an overview of the services you can provide when the product comes to an end, and the benefits of re-engaging with you to find the best deal across the market, rather than working directly with their existing lender.

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Offer six-monthly reviews

Six-monthly reviews gives you the opportunity to keep in-touch with your existing customers twice a year, while also positioning yourself as the expert on their mortgage when their initial product expires. These could be delivered via email and discuss any market changes, provide a review of house prices in their area, or provide a snapshot of key demographics in the area and how these correlate to income and household size.

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Know your customer

Knowing when your customers’ products are coming to an end will make it much easier to contact them in a timely and effective way. For each new mortgage you facilitate, try adding a diary note to your online calendar with the details of who you need to contact and when.

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Keep in regular contact with your customers

From newsletters to birthday and holiday greetings cards, there are a number of ways that you can keep in-touch with your customers throughout the year, to ensure that when their term comes to an end, you’re top-of-mind to help them take their next step.

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Know your lenders

By knowing when lenders are reaching out to your customers to renew their mortgages directly, you can stay one step ahead and make sure that you reach out first. Your customers value your position as the expert, and your access to products and offers across the market. You can use our product transfer criteria grids to see how and when lenders are contacting your customers, and approach accordingly.

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Keep in-touch for protection and ancillary services

You can add more value for your customers than just a mortgage sale. By talking about protection and ancillary services, you have a reason to keep in-touch with your customers throughout their initial fixed-term, so that they feel they have truly benefited from a truly valuable relationship with you when they come to renew their product.

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Think about how you can engage

Keeping your existing customers engaged doesn’t have to be a huge time commitment. There are a number of simple but effective channels you could use to keep in-touch. You could try sending greeting cards at key touch-points in the year like birthdays and holidays, or creating a quarterly customer newsletter to deliver via email with your logo and latest news and insights included. You could even look into services like white-labelled magazines like Moneyworks, to provide your customers with high-quality insights.

Automatically nurture your customers with Eligible

Eligible is used by 2,100+ advisers to stay front of customers’ minds - ready for when it’s time to buy, renew, and do business. So with Eligible, you can make sure your customers don’t go elsewhere.

Plus, as a PMS member, you’ll get access to our exclusive market-leading discount on Eligible services – an offer you won’t find anywhere else.*

Find out more and get started

Protecting your customers’ refinance decisions

Here at Bankhall PMS, we believe that every home, income and family should be protected against the unexpected. Whether you prefer to write or refer, we're here to support you to source the right protection solutions for your customers. Discover more and get started below.

Get writing with Zenith

We’ve partnered with 15 of the UK’s leading insurance providers to bring you our Zenith protection solution. Designed to help boost your business while giving your customers as much choice and access as possible, Zenith gives you confidence that you can recommend the most suitable product for each of your customers, without any restriction.

Discover Zenith
Get Referring

Because you might not always be able to have a full protection conversation with every single customer, we've partnered with four of the UK's leading protection firms to bring you a referral solution that you can trust. Whether you’re looking for a referral partner to support all your customers, just the more complex harder-to-place cases, or those requiring business protection advice – the choice is yours!

Get referring
Retention Guide

Our providers guidance in the event of missed premiums and the customer support available.

Click here to go to provider responses

Don’t forget to discuss general insurance!

A refinance conversation is the perfect opportunity to make sure your customers have all the right cover in place.

Give your customers a market-wide choice of protection and general insurance (GI) products, carefully selected by the insurance experts at PMS for their excellent service, competitive products and enhanced commission terms.

Find out more

Is conveyancing part of your refinance conversations?

If your customer’s remortgage requires legal advice, PMS Conveyancing lets you support your customers throughout the entire process. Choose from two of the market’s leading conveyancing experts, to find the right solution for your remortgage customers.


eConveyancer’s extensive range of conveyancing products offer you choice and flexibility for every customer. Their fixed-fee remortgage lets you earn £100 for every referral.

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Optimus’ remortgage solution is integrated with Uinsure, empowering you to offer home insurance services at precisely the right time in the transaction process from one platform.

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Re-engage your customers with the PMS CRM panel

How could enhanced marketing and automated customer engagement help boost your refinance conversations?

We've partnered with three of the market's leading CRM and back-office software providers, to bring you discounted access to the tools you need to effortlessly keep in contact with your customers.

To find out more about the solutions available through a PMS membership, click below.


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*Subject to status and review. Ask your Regional Key Account Manager for further details.


Tools, templates and lender support

Re-engagement letter

This re-engagement letter is ready to customise and print or email directly to your customers.

Email signature

Download this white-label email signature which is designed to promote your services for existing customers.

Social media cards

Don’t forget to make the most of social media using our templated image cards that you can rebrand or post as they are.

Talk to us about making the most of your refinance conversations

Your PMS account manager is here to help you get the most out of every refinance conversation. From chatting you through the conveyancing, protection and general insurance solutions available with your PMS membership, to working with you to discuss whether you can enhance your firm’s current approach, reach out to your account manager today to get the support you need.

Find your Regional Key Account Manager