Coronavirus (COVID-19) support

What we’re doing at The Nottingham

We know you might be worried about the impact of coronavirus on both you and your finances so we wanted to share what we’re doing. 

The health and safety of our members and teams is our top priority. We’re constantly monitoring the latest developments in relation to COVID-19 and acting on official Government advice to keep you, our members, and our teams safe.

As banks and building societies fall into the essential services category, we are keeping as many branches open as we are able to but the safety of our teams is paramount. We commit to providing you with the latest information in relation to closures or changes to the opening hours of our branches or member engagement team below.


Current status

Our branches are open on reduced hours generally opening between 9.30am - 2.30pm but please check the branch pages for specific branch opening times. 


Please still consider whether you really need to visit a branch or contact us by telephone where possible on 0344 481 4444 and email more general queries to customer.services@thenottingham.com.

Our member engagement team are currently available Monday - Friday 8.00am - 6.00pm.


Looking after our members

As a mutual organisation, doing the right thing by our members and team is at the forefront of everything we do. Although our branches are open, we are still asking members to consider whether a visit to the branch is absolutely necessary. The fewer people we have in branch, the less risk there is for our team.

We are still asking that where possible, members transfer money to your account electronically to avoid handling cash and delay non-urgent tasks like passbook updates and changes to an address.

From Friday 24th July, you must, by law, wear a face covering in banks and building societies. You are expected to wear a face covering immediately before entering and must keep it on until you leave. To read more about this and understand exemptions, please visit gov.uk for guidance.

We are still asking that where possible, members transfer money to your account electronically to avoid handling cash and delay non-urgent tasks like passbook updates and changes to an address.

We have carried out thorough covid-19 risk assessments, shared the results with our teams and implemented the following measures to ensure we are covid-19 secure;

  • We have cleaning, handwashing and hygiene procedures in line with guidance
  • We have taken all reasonable steps to help people work from home
  • We have taken all reasonable steps to maintain a 2m distance in the workplace
  • Where people cannot be 2m apart, we have done everything practical to manage and limit the transmission risk.

If you feel unwell please do not visit a branch at all, our team reserve the right to refuse service to customers exhibiting cold or flu like symptoms.

More general queries can be emailed to customer.services@thenottingham.com and we will be in touch as soon as possible. For urgent inquiries, members can call 0344 481 4444 but be aware wait times may be slightly longer than usual.


Supporting mortgage customers

If you've been financially affected by coronavirus and are worried about paying your mortgage, we are here to help. 

Please visit our dedicated page for more information about the different things we are doing to support our mortgage customers throughout the pandemic and beyond.

Here are some of the support options available for mortgage customers:

  • Change the way you make your payments, or the date you pay them on
  • Agree on reduced payments for a period
  • Arrange a new payment plan to help you through this difficult period
  • Look to increase your mortgage term to a longer period of time (reducing your monthly payments)
  • Defer your mortgage payments for an agreed period
  • If you would like to defer your mortgage payment for a three month period, or arrange to extend the terms of your original ‘payment holiday’ please contact payment.deferral@thenottingham.com.
For all other queries related to mortgage payments contact our payment support team at collections@thenottingham.com with your full name, account number and contact details and they will get in touch as soon as they are able to.

Mortgage customers that have historically paid money into one of our branches have the opportunity to pay over the phone or through their online banking service. 

Customers should use their mortgage account number as their payment reference paying into Nottingham Building Society:

Sort Code: 60-80-09
Account number: 96875364

A safe place for your savings

The Nottingham remains a safe and secure place for your savings. Our teams continue to serve customers across our branch network where we are open for business. In addition to the usual options for our savers, we have introduced some special measures that make it easier for savers to manage and access their money:

  • Paying money into your account with a cheque in the post
  • We will send cheques payable to you to your home address or the bank or building society you would like to pay them into if you let us know the details
  • Members coming up to maturity have the option of returning a form back to us with instructions for their savings
  • Members can also call their nearest branch to chat through accounts available
  • Emergency access to fixed term savings and bonds for those that are eligible
If you have been financially impacted as a result of coronavirus and would like to discuss whether the above options are available to you, please contact our customer support team who can help you further on customer.services@thenottingham.com

For members looking to open and service their accounts online, please visit our online savings offering, Beehive Money.


Be fraud aware

In times of uncertainty, it’s more important than ever to remain vigilant and fraud aware as fraudsters are using coronavirus as a driver for scams. Although banks and building societies will be taking additional steps to support customers and maintain access to accounts, we would encourage you to take time to think about what you are being asked. 

Don’t be afraid to ask questions, or say ‘No’. Never click on links in emails or text messages but instead visit the genuine website directly and then search for the page. If you are suspicious about an email you receive, you can forward it to report@phishing.gov.uk, where it can be checked.

As a building society, we will never:

  • Ask for account details over the phone
  • Advise you to move money to a ‘safe account’
  • Demand immediate payment of mortgage arrears over the phone, via email or even in person.

Read our article to ensure you’re taking the necessary precautions to protect yourself at this time.


Protecting our teams

To help us to keep The Nottingham a safe space for our teams we are following recommended guidelines for workplaces as well as regularly communicating and sharing advice with our team. We have acted immediately where any cases of self-isolation are required to protect vulnerable colleagues and have introduced functionality and technology to enable colleagues to work from home where possible, with the same information security standards we adhere to. 

Our task force is regularly looking for new ways we can continue to do the right thing by our team as we navigate through this uncertain period. 

We have also been assured that the trusted partners that provide services on our behalf are following official guidance and taking the right steps to maintain the safety of our members and teams.


Keeping you informed

If Government advice changes, we'll use this page and our social channels to keep you up to speed but rest assured we’re doing all we can to ensure we’re here for you throughout.


Frequently asked questions

Are passbooks currently being updated?

All deposits that have been made via cheque or online banking will be included the next time your passbook gets updated, giving you a full transaction history. Passbooks can be updated by sending it to head office or in branch however please only visit branches for essential activities such as cash withdrawals.

I have a branch based account and need to withdraw money. What are my options?

Our branches remain open for essential transactions. If you can't make it to a branch please complete our online enquiry form to make alternative arrangements.

I can't visit a branch to make a deposit. How else can do I do this?

You can deposit money into your account by sending a cheque and your passbook to our member engagement team at:

Nottingham Building Society
Nottingham House
3 Fulforth Street
Nottingham
NG1 3DL

Please ensure you reference your name on the cheque.

Alternatively you can do a bank transfer using the account number located in your passbook and the sort code 60-95-93.

I tried to fund my Lifetime ISA but my money has been returned. Why is this?

There are a number of reasons why your funds may have been returned. Please check that the funds were sent from your nominated bank account and that they do not exceed the £4,000 limit. If you would like to check why your funds were returned, please complete our online enquiry form and include your account number so we can look into it for you.

I’m worried that due to the coronavirus I can't pay for my home insurance that I purchased through The Nottingham. What can I do?

We're here to help if you're worried about being able to pay for your home insurance due to the coronavirus. There are options available and rest assured all conversations are confidential. Please email our underwriters RSA as soon as you can using halifax.corporate@uk.rsagroup.com.  RSA will then get in contact with you as soon as possible. 

If you are unable to do this yourself or would prefer that your policy be discussed with a family member or friend, you will need to provide your permission for them to do this. Please let RSA know if this is the case when you contact them.

I’ve submitted a Lifetime ISA application and I need to send some identification. Can I do this via email?


We currently do not allow identification to be sent to us via email. Original or certified copies of identification can be sent to our member administration team at:

Nottingham Building Society
Nottingham House
3 Fulforth Street
Nottingham
NG1 3DL

I’ve paid into my Lifetime ISA but haven’t received the bonus payment yet. How long does this take?

Once you have deposited funds into your Lifetime ISA, it can take between five and nine weeks for the bonus to be paid depending on when the deposit has been made. We process Lifetime ISA bonus funds on 5th of every month so try to get your deposit in before then to decrease the time it takes for your bonus to show. Deposits made after 5th will be submitted the following month.

I’ve completed a transfer request but the funds aren’t yet in my account, is everything okay?

Don’t worry, as this is a manual process it can take up to 30 days however all cheques are backdated to the date they were sent from your previous provider.

When sending a cheque to deposit into a savings account, who do I make the cheque out to?

When sending a cheque to deposit into a savings account, you must also include the account's passbook and send it to our member engagement team at: 

Nottingham Building Society
Nottingham House
3 Fulforth Street
Nottingham
NG1 3DL 

Please ensure all cheques are made payable to the account holder.

Where can I find a Lifetime ISA transfer authority form?

The Lifetime ISA transfer authority form can be downloaded here.

Where do I find my savings account number?

You can find your savings account number in the first page of your passbook.

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