Complaints Policy

Yes Mortgage Services Limited – Customer Complaints Procedure

Hopefully all your dealings with HL Partnership Limited and our Appointed Representatives will be positive experiences. However, sometimes things go wrong and if that happens, we operate a structured Complaints Procedure to ensure we get things back on track as quickly as possible.

This document is a summary of that procedure which is designed to ensure any complaints are dealt with in a professional manner, are handled fairly, effectively and promptly, and are resolved at the earliest possible opportunity.

Our commitment to you…

  1. We will endeavour to resolve your complaint as quickly as possible and will work within the following timescales:
  • Three Business Days – Once we receive your complaint, if we are able to resolve the matter by close of business on the third working day following its receipt, we will simply do so and advise you in writing with our Summary Resolution Communication.
  • Five Business Days – If we are not able to resolve the matter as above, we will write to you within five business days acknowledging your complaint, confirming our understanding of the situation, and providing you with the name of the individual handling the complaint.
  • Four Weeks – If we haven’t been able to resolve the complaint sooner, after four weeks we will send you either our Final Response letter (please see below) or a progress report explaining why we are not yet in a position to resolve the complaint.
  • Eight Weeks – If we still haven’t been able to resolve the case before hand, at eight weeks we will send you either our Final Response letter (please see below) or an explanation why we are not yet in a position to resolve the complaint, giving the reason for the delay and indicating when we expect to be able to provide a final response.

PLEASE NOTE: A business day is a Monday to Friday between 9am and 5pm, excluding bank holidays. When a complaint is received on a non-business day, or on a business day outside business hours, we will treat the complaint as being received on the next business day.

  1. We will ensure the person dealing with your complaint has the required skill, knowledge and authority to respond to your complaint. Our staff are fully trained and we operate a structured and robust complaints procedure to ensure all complaints are dealt with fairly.
  2. We will ensure the letters we send are clear and explain things properly. When we resolve a complaint you will either receive:
  • Summary Resolution Communication – Where we have been able to resolve a complaint within three business days, we will issue a Summary Resolution Communication explaining that we believe the complaint to be resolved. This will include details of how to escalate the case if you remain dissatisfied.
  • Final Response Letter – Once we have completed an investigation, we will issue our Final Response Letter to you. This will detail the complaint, explain our investigation, and confirm our findings. The Final Response letter will either ‘Uphold’ your complaint or ‘Reject’ your complaint and explain why. If there is any settlement or redress awarded, an explanation of how this was calculated will also be included.

We will give you access to the Financial Ombudsman Service which is a free service set up by Parliament to sort out individual complaints that consumers and financial businesses are not able to resolve themselves.

If, once we have issued a Summary Resolution Communication or Final Response Letter (or after 8 weeks if we have yet to issue a Summary Resolution or Final Response letter), you remain dissatisfied with the outcome of our investigations, you may have the right to approach the Financial Ombudsman Service within 6 months of the date of the letter.

If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

Details of how to get in touch with The Financial Ombudsman Service will be issued with our Summary Resolution and Final Response letters along with a leaflet explaining how the service works. If you require more information, the Financial Ombudsman Service can be contacted as follows:

Address:

Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Telephone: 0300 123 9123

Website: www.financial-ombudsman.org.uk

Your commitment to us…

In order to help resolve complaints as quickly and fairly as possible, we ask the following:

Tell us what happened – We need to understand the situation as clearly as possible so we may ask you to provide your side of the story or let us have documents and information which may help our investigation. These can be provided by post, email, verbally or through any other means that you prefer.

Help us find the right solution – It is in everyone’s interests to get complaints settled amicably so if there is a particular outcome you believe would be suitable, tell us and we will assess if this is possible. We may not be able to resolve the case the way you would like but we can try. And if we can’t, we will explain why it is not possible and offer an alternative solution.

Respond to us as soon as you can – Hopefully we won’t need to come back to you too often but we may need further information or clarity on certain points. If we do need more information, we simply ask you to come back to us as soon as you can so that we can get things resolved quicker. If you can’t come back straight away, that’s fine too – just let us know.

Treat us with respect – Whilst it can be frustrating if something’s gone wrong, our job is to find out what happened and where appropriate, put things right. Our staff will do everything we can to help so we ask you give them the time to do their work and treat them with respect.

How to Complain

If you wish to register a complaint, you can do so by contacting our Complaints Department using the following methods:

By post:

The Complaints Department

HL Partnership Limited

6 Merus Court,

Meridian Business Park,

Leicester,

England,

LE19 1RJ

By email: [email protected]

By telephone: 03300 552 651

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Getting a mortgage on a non-standard property may involve higher interest rates or larger deposit requirements, but with careful planning and expert help, your homeownership dreams can become reality!⁣
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Our team of experts are on hand to connect you with accommodating lenders and help negotiate favourable terms. Click the link in our bio to learn more.⁣
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Your property may be repossessed if you do not keep up repayments on your mortgage. Yes Mortgage Services Limited do not charge a broker fee.⁣
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Getting a mortgage on a non-standard property may involve higher interest rates or larger deposit requirements, but with careful planning and expert help, your homeownership dreams can become reality!⁣

Our team of experts are on hand to connect you with accommodating lenders and help negotiate favourable terms. Click the link in our bio to learn more.⁣

...⁣


Your property may be repossessed if you do not keep up repayments on your mortgage. Yes Mortgage Services Limited do not charge a broker fee.⁣

...⁣

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🕗🏡 We offer appointments at a time and place that suits you⁣
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So whether you need mortgage advice in the evenings once the kids have gone to bed or at the weekend when you're not busy with work - we are available for you. ⁣
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And the best bit? We don't charge a broker fee so our advice to you is free!⁣
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Send us a DM or call us on 0800 612 5596 to book your appointment.⁣
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Your property may be repossessed if you do not keep up repayments on your mortgage. Yes Mortgage Services Limited do not charge a broker fee.⁣
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🕗🏡 We offer appointments at a time and place that suits you⁣

So whether you need mortgage advice in the evenings once the kids have gone to bed or at the weekend when you`re not busy with work - we are available for you. ⁣

And the best bit? We don`t charge a broker fee so our advice to you is free!⁣

Send us a DM or call us on 0800 612 5596 to book your appointment.⁣

...⁣

Your property may be repossessed if you do not keep up repayments on your mortgage. Yes Mortgage Services Limited do not charge a broker fee.⁣

...⁣

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Your property may be repossessed if you do not keep up repayments on your mortgage. Yes Mortgage Services Limited do not charge a broker fee.⁣
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If you’re not registered to vote, or you’re still registered at an old address, it can affect your chances of getting a mortgage. Banks and lenders use the electoral roll for basic identity checks, so it`s always a good idea to make sure your details are up to date. ⁣

Are you ready to take on the exciting journey towards homeownership? Follow us for more tips on securing the right mortgage for you.⁣

...⁣


Your property may be repossessed if you do not keep up repayments on your mortgage. Yes Mortgage Services Limited do not charge a broker fee.⁣

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But if you secure a new mortgage deal before your current one expires you can transition smoothly into your new mortgage, avoiding your lender’s high-cost standard variable rate and ultimately saving you money!⁣
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If the thought of remortgaging is sending your head in a spin, get in touch. Our team of experts can guide you to find the most suitable remortgage options for your unique situation - without charging you a broker fee! 

Call us on 0800 612 5596 or send us a message.⁣
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...⁣
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Your property may be repossessed if you do not keep up repayments on your mortgage. Yes Mortgage Services Limited do not charge a broker fee.⁣
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#homeownerlife #moneymanagementtips #refinanceyourmortgage #refinancemortgage #homeowner #remortgages #mortgageuk  #homeownertips #financialeducation #lovewhereyoulive #homeimprovements #remortgageuk #propertyeducation #housetips #homesweethome #mortgageadvice #ukmortgages #mortgagespecialists #mortgages #hampshirebusiness #ukmortgage #mortgagesuk #wellingtonsomerset  #mortgageexperts #westcountry #mortgage

When your current mortgage deal comes to an end, you’ll be transitioned to your mortgage lender’s standard variable rate which often had higher interest rates and costs you more money.⁣

But if you secure a new mortgage deal before your current one expires you can transition smoothly into your new mortgage, avoiding your lender’s high-cost standard variable rate and ultimately saving you money!⁣

If the thought of remortgaging is sending your head in a spin, get in touch. Our team of experts can guide you to find the most suitable remortgage options for your unique situation - without charging you a broker fee!

Call us on 0800 612 5596 or send us a message.⁣

...⁣

Your property may be repossessed if you do not keep up repayments on your mortgage. Yes Mortgage Services Limited do not charge a broker fee.⁣

...⁣

#homeownerlife #moneymanagementtips #refinanceyourmortgage #refinancemortgage #homeowner #remortgages #mortgageuk #homeownertips #financialeducation #lovewhereyoulive #homeimprovements #remortgageuk #propertyeducation #housetips #homesweethome #mortgageadvice #ukmortgages #mortgagespecialists #mortgages #hampshirebusiness #ukmortgage #mortgagesuk #wellingtonsomerset #mortgageexperts #westcountry #mortgage
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"After a fantastic recommendation from a friend Andrew came to see us regarding a Mortgage dilemma, which he solved immediately. Great company and will recommend to anyone needing a mortgage. He made it uncomplicated and gave us the best advice. Thanks Andrew."⁣
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Looking for mortgage advice? Rest assured, we'll be by your side every step of the way. We'll cut through the jargon, answer any questions you have, and ensure you get the best possible outcome. Our advice to you is FREE, so why not get in touch for a chat - call us on 0800 612 5596 or send a DM⁣
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Your property may be repossessed if you do not keep up repayments on your mortgage. Yes Mortgage Services Limited do not charge a broker fee.⁣
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#ukmortgages #mortgagespecialists #mortgages #hampshirebusiness #ukmortgage #mortgagesuk #wellingtonsomerset  #mortgageexperts #westcountry #mortgage #nobrokerfee #homemovermortgage #lookingtomove #homebuyer #movinghouses #homebuyingprocess #homebuyersguide #housemovers #buyingahome #ukproperty

"After a fantastic recommendation from a friend Andrew came to see us regarding a Mortgage dilemma, which he solved immediately. Great company and will recommend to anyone needing a mortgage. He made it uncomplicated and gave us the best advice. Thanks Andrew."⁣

Looking for mortgage advice? Rest assured, we`ll be by your side every step of the way. We`ll cut through the jargon, answer any questions you have, and ensure you get the best possible outcome. Our advice to you is FREE, so why not get in touch for a chat - call us on 0800 612 5596 or send a DM⁣

...⁣

Your property may be repossessed if you do not keep up repayments on your mortgage. Yes Mortgage Services Limited do not charge a broker fee.⁣

...⁣

#ukmortgages #mortgagespecialists #mortgages #hampshirebusiness #ukmortgage #mortgagesuk #wellingtonsomerset #mortgageexperts #westcountry #mortgage #nobrokerfee #homemovermortgage #lookingtomove #homebuyer #movinghouses #homebuyingprocess #homebuyersguide #housemovers #buyingahome #ukproperty
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Our mortgage advisors are here to guide you every step of the way, cutting through the jargon and answering any questions you may have (even the ones you think might be silly). ⁣
⁣
Our advice to you is FREE, so why not get in touch for a chat - call us on 0800 612 5596 or send a DM.⁣
⁣
...⁣
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Your property may be repossessed if you do not keep up repayments on your mortgage. Yes Mortgage Services Limited do not charge a broker fee.⁣
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#househunter #homebuyeradvice #buyingahouse #hometips #ukhomes #mortgageoffer #propertytips #propertyfinder #houseaddictive #ukproperty #firsttimebuyerspecialist #firsthometogether #firsttimehomebuyertips #firstimebuyer #firsttimebuyersuk #homebuyingprocess #homeownership #firsttimehomebuyer #followyourdreams #propertyeducation

What`s the best mortgage? How much can I borrow? What deposit do I need? 🤯 It can all be a bit much when buying your first house.⁣

Our mortgage advisors are here to guide you every step of the way, cutting through the jargon and answering any questions you may have (even the ones you think might be silly). ⁣

Our advice to you is FREE, so why not get in touch for a chat - call us on 0800 612 5596 or send a DM.⁣

...⁣

Your property may be repossessed if you do not keep up repayments on your mortgage. Yes Mortgage Services Limited do not charge a broker fee.⁣

...⁣

#househunter #homebuyeradvice #buyingahouse #hometips #ukhomes #mortgageoffer #propertytips #propertyfinder #houseaddictive #ukproperty #firsttimebuyerspecialist #firsthometogether #firsttimehomebuyertips #firstimebuyer #firsttimebuyersuk #homebuyingprocess #homeownership #firsttimehomebuyer #followyourdreams #propertyeducation
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There's no one-size-fits-all calculation to determine how much you can borrow. It depends on several factors:⁣
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👉 The cost of the property you're looking to purchase.⁣
👉 The size of your deposit.⁣
👉 Your income and financial affordability, which considers your monthly commitments and any future obligations.⁣
⁣
These factors, combined, will determine your eligibility and help shape the amount you can borrow. ⁣
⁣
We know navigating the mortgage process can be overwhelming, but we're here to lend a hand. Our expert team can help you understand your eligibility and guide you towards making informed decisions about your mortgage. ⁣
⁣
Our advice to you is FREE, so why not get in touch for a chat - call us on 0800 612 5596 or send a DM⁣
⁣
...⁣
⁣
Your property may be repossessed if you do not keep up repayments on your mortgage. Yes Mortgage Services Limited do not charge a broker fee.⁣
⁣
...⁣
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#househunter #homebuyeradvice #buyingahouse #hometips #ukhomes #mortgageoffer #propertytips #propertyfinder #houseaddictive #ukproperty #movinghouse #buyingahouse #propertybuyers #letsbuyahouse #dreamproperty #housemove #newhome #moving #homes  #foreverhome #mortgagetips #mortgageexpert #devonproperty #bournemouthbusiness #southcoastuk #mortgagebroker #mortgageuk #ringwood #hampshireuk #mortgageadviser

There`s no one-size-fits-all calculation to determine how much you can borrow. It depends on several factors:⁣

👉 The cost of the property you`re looking to purchase.⁣
👉 The size of your deposit.⁣
👉 Your income and financial affordability, which considers your monthly commitments and any future obligations.⁣

These factors, combined, will determine your eligibility and help shape the amount you can borrow. ⁣

We know navigating the mortgage process can be overwhelming, but we`re here to lend a hand. Our expert team can help you understand your eligibility and guide you towards making informed decisions about your mortgage. ⁣

Our advice to you is FREE, so why not get in touch for a chat - call us on 0800 612 5596 or send a DM⁣

...⁣

Your property may be repossessed if you do not keep up repayments on your mortgage. Yes Mortgage Services Limited do not charge a broker fee.⁣

...⁣

#househunter #homebuyeradvice #buyingahouse #hometips #ukhomes #mortgageoffer #propertytips #propertyfinder #houseaddictive #ukproperty #movinghouse #buyingahouse #propertybuyers #letsbuyahouse #dreamproperty #housemove #newhome #moving #homes #foreverhome #mortgagetips #mortgageexpert #devonproperty #bournemouthbusiness #southcoastuk #mortgagebroker #mortgageuk #ringwood #hampshireuk #mortgageadviser
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The Forces Help to Buy Scheme is exclusively available to regular servicemen and servicewomen in the armed forces. Here's what you need to know in a nutshell:⁣
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🏡 Borrow up to 50% of your salary, with a maximum cap of £25,000.⁣
🏡 It's completely interest-free! ⁣
🏡 Whether it's your first home or a move to accommodate your family's changing needs, this scheme has you covered.⁣
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Our team of (ex-military) mortgage advisors are here to provide guidance and answer any questions you may have about this scheme. Send us a DM or call us on 0800 612 5596 - our advice to you is FREE!⁣
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...⁣
⁣
Your property may be repossessed if you do not keep up repayments on your mortgage. Yes Mortgage Services Limited do not charge a broker fee.⁣
⁣
...⁣
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The Forces Help to Buy Scheme is exclusively available to regular servicemen and servicewomen in the armed forces. Here`s what you need to know in a nutshell:⁣

🏡 Borrow up to 50% of your salary, with a maximum cap of £25,000.⁣
🏡 It`s completely interest-free! ⁣
🏡 Whether it`s your first home or a move to accommodate your family`s changing needs, this scheme has you covered.⁣

Our team of (ex-military) mortgage advisors are here to provide guidance and answer any questions you may have about this scheme. Send us a DM or call us on 0800 612 5596 - our advice to you is FREE!⁣

...⁣

Your property may be repossessed if you do not keep up repayments on your mortgage. Yes Mortgage Services Limited do not charge a broker fee.⁣

...⁣

#military #navy #armedforces #raf #militaryfamily #britisharmy #royalnavy #britisharmedforces #ukarmedforces #ukmilitary #mortgagebroker #mortgageadviser #mortgagespecialists #mortgageloans #dorset #mortgagesmadesimple #wellingtonsomerset #dorsetbusiness #mortgageexperts #westcountry #royalairforceuk #armedforcescommunity #ukveterans #militarypersonnel #ukaf #armedforcescovenant #forcesfamilies #ukveteranowned #forceshelptobuy
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Sticking with the same mortgage lender may not always be the wisest choice. ⁣
⁣
Just because your current lender worked for you in the past doesn't mean it's still the best fit for your current needs.⁣
⁣
So, it's crucial to take your time and explore what different lenders have to offer. ⁣
⁣
By comparing products and rates, you can make a well-informed decision that aligns with your goals and financial situation.⁣
⁣
Whether you're looking to save money, release equity, or consolidate debt, we're here to guide you through the remortgage process. Our team of experts has the knowledge and experience to help you navigate the maze of options.⁣
⁣
Send us a message, or call us on 0800 612 5596 - our advice to you is FREE!⁣
⁣
...⁣
⁣
⁣
Your property may be repossessed if you do not keep up repayments on your mortgage. Yes Mortgage Services Limited do not charge a broker fee.⁣
⁣
...⁣
⁣
#homeownerlife #moneymanagementtips #refinanceyourmortgage #refinancemortgage #homeowner #remortgages #mortgageuk  #homeownertips #financialeducation #lovewhereyoulive #homeimprovements #remortgageuk #propertyeducation #housetips #homesweethome #mortgageadvice #ukmortgages #mortgagespecialists #mortgages #hampshirebusiness #ukmortgage #mortgagesuk #wellingtonsomerset  #mortgageexperts #westcountry #mortgage

Sticking with the same mortgage lender may not always be the wisest choice. ⁣

Just because your current lender worked for you in the past doesn`t mean it`s still the best fit for your current needs.⁣

So, it`s crucial to take your time and explore what different lenders have to offer. ⁣

By comparing products and rates, you can make a well-informed decision that aligns with your goals and financial situation.⁣

Whether you`re looking to save money, release equity, or consolidate debt, we`re here to guide you through the remortgage process. Our team of experts has the knowledge and experience to help you navigate the maze of options.⁣

Send us a message, or call us on 0800 612 5596 - our advice to you is FREE!⁣

...⁣


Your property may be repossessed if you do not keep up repayments on your mortgage. Yes Mortgage Services Limited do not charge a broker fee.⁣

...⁣

#homeownerlife #moneymanagementtips #refinanceyourmortgage #refinancemortgage #homeowner #remortgages #mortgageuk #homeownertips #financialeducation #lovewhereyoulive #homeimprovements #remortgageuk #propertyeducation #housetips #homesweethome #mortgageadvice #ukmortgages #mortgagespecialists #mortgages #hampshirebusiness #ukmortgage #mortgagesuk #wellingtonsomerset #mortgageexperts #westcountry #mortgage
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1 0
Planning for your family's future?⁣
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Family income benefit is a life insurance designed to replace lost income if the insured person passes away. ⁣
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But...⁣
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Instead of a lump sum payout like traditional level term insurance, family income benefit ensures your loved ones receive a regular, fixed, tax-free monthly income until the end of the policy term. ⁣
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It's like having a financial safety net in place, bringing peace of mind to you and your family.⁣
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If you'd like help finding the most suitable policy for you our insurance advisor Kelly is on hand. Send us a message, or call us on 0800 612 5596.⁣
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...⁣
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Planning for your family`s future?⁣

Family income benefit is a life insurance designed to replace lost income if the insured person passes away. ⁣

But...⁣

Instead of a lump sum payout like traditional level term insurance, family income benefit ensures your loved ones receive a regular, fixed, tax-free monthly income until the end of the policy term. ⁣

It`s like having a financial safety net in place, bringing peace of mind to you and your family.⁣

If you`d like help finding the most suitable policy for you our insurance advisor Kelly is on hand. Send us a message, or call us on 0800 612 5596.⁣


...⁣

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...

3 0
Moving house can be stressful for adults, so it is no wonder that young children can find it very difficult as well. To celebrate Universal Children's Day, here are our top tips to make your house move easier on the young ones:⁣
⁣
🏡 Give children time to get used to the idea of moving by telling them as early as possible.⁣
⁣
🏡 If possible, take them to a second viewing so they can see their new home or take them for a walk around the neighbourhood.⁣
⁣
🏡 Talk through the process with them and explain why you’re moving house and how your new home will be better for them.⁣
⁣
🏡 Get them involved, allow them to help with packing or give them a cardboard box to play with to make the process more fun.⁣
⁣
🏡 Have some snacks, comfort items and entertainment to hand on moving day.⁣
⁣
🏡 Unpack their items first to help them get settled in more quickly. Try to use the same bedding from the old house rather than fresh sheets, as the smell can help them to adjust.⁣
⁣
🏡 Try to keep to their usual routine as much as possible. This can be difficult when moving, but it helps to instil a feeling of stability and prevents them from becoming overwhelmed.⁣
⁣
🏡 Be considerate if they're feeling nostalgic or emotional. Share stories of the old house or make a scrapbook together.⁣
⁣
Save this for when you find your new home or share it to help someone moving with their children in toe.⁣
⁣
...⁣
⁣
#universalchildrensday #universalchildrensday2023 #movinghomewithchildren #movinghome #ukpropertymarket #mortgageuk #househuntingadventures  #homemover #homepurchase #newadventures #taketheleap #househuntingtips  #findingdreamhomes #propertybuyinghomebuyingtips #newhouse🏡 #childrensday

Moving house can be stressful for adults, so it is no wonder that young children can find it very difficult as well. To celebrate Universal Children`s Day, here are our top tips to make your house move easier on the young ones:⁣

🏡 Give children time to get used to the idea of moving by telling them as early as possible.⁣

🏡 If possible, take them to a second viewing so they can see their new home or take them for a walk around the neighbourhood.⁣

🏡 Talk through the process with them and explain why you’re moving house and how your new home will be better for them.⁣

🏡 Get them involved, allow them to help with packing or give them a cardboard box to play with to make the process more fun.⁣

🏡 Have some snacks, comfort items and entertainment to hand on moving day.⁣

🏡 Unpack their items first to help them get settled in more quickly. Try to use the same bedding from the old house rather than fresh sheets, as the smell can help them to adjust.⁣

🏡 Try to keep to their usual routine as much as possible. This can be difficult when moving, but it helps to instil a feeling of stability and prevents them from becoming overwhelmed.⁣

🏡 Be considerate if they`re feeling nostalgic or emotional. Share stories of the old house or make a scrapbook together.⁣

Save this for when you find your new home or share it to help someone moving with their children in toe.⁣

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