Behind the scenes: how our colleagues have been helping

Last updated: 14th July 2020

It’s been a strange few months, hasn’t it? Just like our members and the rest of the country, we’ve had to adapt quickly to the new circumstances.

As a mutual society owned by our members, our focus is on you. That’s why it’s been really important for us to support you in these uncertain times, and our colleagues have been at the heart of that effort. We’re proud of all our branch staff, Contact Centre workers, and those behind the scenes. But we’re also incredibly grateful to our members for their patience and understanding, and for the positive feedback they’ve given us along the way.

Fancy taking a peek behind the curtain? Here’s an insight into how we’ve been helping, through the eyes of our colleagues…

Responding to new challenges

98% of our branches have remained open during lockdown to support you and your needs

When the country went into lockdown, people everywhere had to adapt to the new restrictions. And we were no exception. It was important for us to remain flexible, so that we could continue to be there for our members.

For example, we’ve installed protective screens in our branches, to keep colleagues and visitors safe. We’ve introduced priority hours for elderly and vulnerable customers. And we’re making sure everyone adheres to our social distancing measures. As a result, we’ve managed to keep 98% of our branches open for essential transactions.



Changing the way we do things

We've ensured you can access your money, whilst remaining safe

We know it’s a difficult time for many people. We’re determined to do what we can to support those facing financial challenges, and to make sure members can continue to access our services.

One example of this is our new automated mortgage payment line, allowing our members to make payments 24 hours a day without coming into branch. Another is the use of Faster Payments, which means customers can quickly transfer money to their accounts with other banks or building societies.



Putting our members first

As always, our priority is helping our members. Supporting you is what keeps us going, and we couldn’t have done it all without you.


Go to our coronavirus page to learn more about the support we’re offering. And follow us on Facebook, Twitter and Instagram to get the latest updates.