Coronavirus (COVID-19) support

What we’re doing at The Nottingham

As the coronavirus situation evolves, we are responding and adapting to the changing situation

The health and safety of our members and teams remains our top priority. We’re constantly monitoring the latest guidance 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 and customer service team are operating on reduced hours. Please check branch opening hours and customer service team opening hours here.


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.


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. Our teams will also be wearing face masks in branches, the only exception is when team members are stationed behind a screen that offers sufficient protection. 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. 

To speak to one of our friendly, experienced Payment Support Agents, please call us on 0344 481 0030 and they will be able to discuss what options may be available to you, to best fit your circumstances. 

Our opening times are Monday to Friday, 9.00am to 5.00pm.

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).

You can also find free and impartial help with money, backed by the Government at www.moneyhelper.org.uk.

For all other queries related to mortgage payments contact our payment support team at payment.support@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 who 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?

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

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

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

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?

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

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

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

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

Where can I find a Lifetime ISA transfer authority form?

Where do I find my savings account number?

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