Coronavirus: Thank you for helping keep us all safe. Let’s keep it going

Last week I wrote to tell you about the actions we’re taking to ensure the safety of our members and teams throughout the Coronavirus outbreak. Today I wanted to give you an update on how we’re doing and how we can all continue to take care of each other.

Keeping branches open for members when they need it most

We’re doing everything we can to keep our branches open whilst it’s safe to do so. We’ve been able to keep all branches open this week to maintain essential services for our members.

We asked and you stepped up

I asked you to help by only visiting a branch for essential transactions and no more than once a week. I’m pleased to say our members have responded very positively and are reducing the number of times they visit and either putting off non-essential transactions or finding new ways to contact us - on the telephone, by post or online. I’d like to say a huge thank you, this is so important if we are to protect our NHS and save lives.

Stay home and stay safe

Whilst we’ve done well to keep branches open this week we can’t be complacent. So we can continue to open branches I’m asking you once again to keep us all safe by not visiting a branch unless you absolutely have to. We will only open branches whilst it is safe to do so.

Take advantage of the 2020/21 ISA allowance from the safety of your home

We’d normally be welcoming thousands of members into our branches after 6th April to deposit into their ISA accounts to take advantage of the new tax year allowance. This year I’m asking you to please not visit a branch and instead top up your ISA in a different way.

  • Make a payment electronically from your bank using a faster payment or standing order. You’ll need to quote sort code 60-95-93 and your Nottingham savings account number, or
  • Send a cheque and your passbook to our Member Engagement Team at Nottingham House, 3 Fulforth Street, Nottingham, NG1 3DL.
If you’re happy to wait a little while we would love to welcome you back into branch when things have settled down and it’s safe to do so.

Some temporary changes to our branch and call centre opening hours

To help us maintain the essential services our members need we’ve temporarily changed our opening hours for our branches and call centre. And for the time being we have taken the difficult decision not to open on weekends so that we can focus on providing our crucial weekday services in a safe and reliable way. You can find the latest opening hours for our branches and call centre on our website, which we’re updating daily.

Use our new website to answer your questions

We’ve updated our website to make it much easier for you to find the latest information on our services and support. Our dedicated Coronavirus support page includes information on all the services and support you can now get online, including if you have money worries, fraud concerns or want to get in touch with us.

We’re receiving more calls than usual and we’re finding that many of those calls are for simple requests that members could go online for. This prevents us from helping others who really need to talk to someone. So I have a big ask of our members - please only call us if it’s essential and you can’t find the support you need on our website.

Thank you and stay safe

We remain confident we will get through this together - by doing the right thing to support and look after each other. I look forward to updating you again next week on how we are supporting our members through these challenging times. In the meantime thank you for your understanding, patience and support, and please stay safe.

David Marlow
Chief Executive Officer

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