The Homesafe Customer Journey
For over 20 years, Homesafe has followed a step-by-step process designed to provide transparency, protection and comfort for our customers.
At Homesafe, our process is built around one core principle — ensuring every customer is fully informed and supported at every step of their journey. From the very first enquiry through to the final exchange of contracts, our approach prioritises clarity, independence, and customer control.
Each Homesafe customer receives personalised attention, independent legal representation and advice, and multiple opportunities to pause, review, and discuss the details of the Homesafe Wealth Release Contract before making any decision.
The process begins when a customer contacts Homesafe — by phone, email, or website enquiry.
Our Contact Centre answers all initial questions and conducts a preliminary eligibility check, including:
- The homeowner’s age and relationships of those residing in the property;
- The postcode of the property and property type; and
- Details of any secured debt on the property.
Customers are provided with a high level overview of Homesafe Wealth Release and what to expect if they wish to proceed to an appointment. Once initial eligibility is confirmed, and if the customer wishes to learn more about Homesafe, then an appointment is scheduled with a Homesafe Consultant at the customer’s home. The customer is encouraged to invite family members or advisors if they are comfortable to do so.
2. Appointment – Personalised Discussion and Education
The first appointment is an in-home meeting that typically lasts 1–1.5 hours.
During this meeting, the Homesafe Consultant will:
- Explain the purpose and structure of the meeting and provide background about Homesafe
- Discuss the customer’s background, goals and reason for approaching Homesafe.
- Provide a detailed explanation of Homesafe Wealth Release, including how it differs from a loan, the operation of the Sale Interest, and the protections built into the arrangement.
- Walk through an illustrated example (or multiple examples) based on the customer’s estimated home value, and how the Sale Interest and rebates apply.
- Discuss the importance of seeking advice, including from Services Australia (Centrelink) and the mandatory requirement for independent legal advice.
- Confirm key personal and property details, including title ownership and details of any third party residents.
Customers are given time to review the printed quotes, ask unlimited questions, and are encouraged to discuss the information with family, Centrelink and/or to have an initial discussion with their Solicitor, before proceeding.
3. Valuation – Independent Property Assessment
If the customer wishes to proceed, Homesafe engages an independent valuing firm to contact the customer to visit the home. Their report confirms the current market value of the property, as if the home was placed on the market for sale. A copy of the report is provided to Homesafe and a copy is provided to the homeowner for their consideration. If the customer has any concerns regarding the outcome of the report, they can request for additional information to be considered.
This ensures the property’s value — and therefore the basis for the transaction — is independently verified and the process is transparent.
4. Formal Offer – Detailed Review and Conditions
If the customer wishes to proceed to the next stage, based on the independent valuation, Homesafe prepares a Formal Offer outlining the requested Sale Interest and the cash amount which can be released to the homeowner. This offer may include pre-conditions or post-conditions, ensuring Homesafe only proceeds when it is in the best interest of both parties.
The Formal Offer is presented to the customer in person by the Consultant, who walks the customer through each detail.
The offer remains non-binding until both parties receive independent legal advice and agree to proceed.
If the customer decides to accept the offer they will advise Homesafe of the name and firm of the Solicitor they have engaged to represent them and to provide them with legal advice.
5. Contract preparation – Independent Representation and Legal Advice
As both Homesafe and the customer must appoint their own independent legal representatives, Homesafe will only proceed to providing funds to the homeowner once the customer’s Solicitor has:
- Explained the full terms and conditions of the Homesafe Contract to the customer;
- Provided written confirmation that they have taken the Homesafe Contract into consideration with respect to their estate planning decisions; and
- Provided Homesafe with a Statutory Declaration of Independent Legal Advice confirming that advice has been provided which confirms the customer understands their rights, obligations, and protections under the arrangement
The process deliberately separates the roles of Consultant, the Homesafe Team and the Customer’s Solicitor to maintain independence and transparency.
