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Important customer information
Changes in your circumstances or the rising costs of living may mean that you are facing financial challenges. If you are struggling with your mortgage payments or are worried you might do, let us know as soon as you can so we can look at your options. Contact our friendly payment support team on 0344 481 0030 to see what options may be available or head to our payment difficulties page for more information.
An important message from our CEO
At the beginning of last week the Prime Minister outlined plans for a gradual easing of the lockdown measures we have all been living with for almost nine weeks. Since then we’ve been working hard to refine our plans to continue to support you and our teams through the next phase.
With more people returning to work and signs that more high street shops could start to reopen their doors from early June, we are expecting more members to start using our branches in the coming weeks.
So we’re adapting our plans to give members the ability to carry out a wider range of transactions and extending our opening hours to 9.00am - 2.00pm weekdays so we can service a growing number of members safely.
We’ll continue to make sure our branches are safe places for our members and teams alike and for that reason we’ll continue to apply social distancing measures, including limiting the numbers of members in branch at any one time and asking you to remain 2 metres apart whilst waiting to be served. We tend to find we are busiest earlier in the morning so you might like to visit after 11.00am when the branch is likely to be quieter.
You’ll also see some changes in branch, such as protective screens at our counter positions and some of our team members wearing gloves when handling cash. These measures are designed to help keep you and our teams safe.
From time to time we might need to change our branch opening hours on a local level so here’s a helpful link so you can check your local branch opening times before you visit.
We’re still supporting the Government’s advice to stay at home if you can. So if you don’t want to come into a branch we can help you in different ways. We’ve adapted many of our services so that we can now help you over the telephone. Our central telephone lines continue to open as normal from 9.00am - 5.00pm during the week, or if you prefer you can call your local branch.
We’re also regularly updating our website so it’s a great place to visit before you call to see if we can answer your question there.
We’re following the very latest Government guidelines for safe workplaces. Whilst I’m delighted to say we have many of the best practice measures in place already, we’ll be making additional improvements to make our environments even safer.
At the end of March we followed Government advice to temporarily close our estate agency branches as they were not offering essential services. Following guidance last week that estate agency services can now restart, we’re working closely with our teams to look for safe ways to reopen our estate agency branches and resume property viewings and valuations. As the safety of our members and teams continues to be of the utmost importance, we’ll only resume this aspect of our service once we are confident it is safe to do so. Members needing support from our estate agency or lettings team can continue to contact their local building society branch team.
Alongside supporting our members and teams through the pandemic in as many ways as possible we are keen to support our wider communities as well, so we’ve tripled our planned charitable donations for the first half of 2020 to £100,000.
Here are just a few examples of some of the great causes we’ve been able to support so far:
Here’s a short video message from our team in their words to tell you more about what we’ve been doing to look after each other.
With all our best wishes to you, your families and those closest to you for the long bank holiday weekend. We hope you continue to stay safe and stay well.
David Marlow Chief Executive Officer
Message from the CEO 25th April
Message from the CEO 17th April
Message from the CEO 9th April
Message from the CEO 3rd April
Message from the CEO 27th March
Message from the CEO 19th March
Last updated on: August 11, 2020