Illustration of a member of staff greeting a branch customer

Our focus is on you

Last updated: 8th March 2021

The past year has seen a different way of life for all of us. Our colleagues quickly adapted to the changing world, so we could maintain our services and provide continued support to you.

We’re proud of all our branch staff, Contact Centre workers, and those working behind the scenes. But we’re also incredibly grateful to our members for your patience and understanding, and for the positive feedback you’ve given us along the way.

Responding to the world around us

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

When the country went into the first lockdown last year, 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 installed protective screens in our branches, to keep colleagues and visitors safe. We introduced priority hours for elderly and vulnerable customers. And we’re making sure everyone adheres to our social distancing measures. As a result, all of our sites are COVID-secure and 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. You can use this to make payments 24 hours a day without coming into branch. Another is the use of Faster Payments, which makes it quicker to transfer money.

Our members could also apply for mortgage payment deferrals through our website within 12 days of the government announcement, helping to bring some peace of mind to the members who needed it most. And we established extra measures to support those experiencing financial difficulties – including a temporary stop on charging arrears fees and a three-month extension of mortgage offers.

Making things easier

In September, we partnered with Equiniti who manage the Death Notification Service, because we appreciate how difficult registering a death can be. This service enables a bereavement notification to be given to multiple financial services organisations at once, removing the need for several difficult conversations. We were one of the first building societies to introduce this service.

We also delivered a number of planned improvements in 2020, including the launch of Mortgage Hub, our new mortgage processing platform for intermediaries. If you use an intermediary for your mortgage, this system provides them with a streamlined, user-friendly experience, from decision in principle all the way through to completion. We’ve received highly positive feedback about the system and its benefits.

Putting our members first

As always, our priority is helping our members. Even throughout this challenging period, we’re proud to have maintained our 4* Trustpilot rating. Supporting our members 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.


This article is intended for information purposes only and is accurate at the time of publication. It’s always advisable to verify any information you take before relying on it.