Leeds Building Society is thanking members for their patience and support as it works to maintain service levels across all channels, particularly for vulnerable customers.
Jaedon Green, Leeds Building Society’s Chief Customer Officer, said: “We’re alert to the challenges of living in these unprecedented times, especially for our more vulnerable customers.
“For this reason, we have introduced a number of ‘quiet times’ where we can prioritise relevant support in branches.
“We’ve allocated two ‘quiet periods’ on weekdays, between 10.30am and 11.30am, and then from 2.30pm to 3.30pm, during which colleagues will be focused on the needs of older and vulnerable customers.
“We’ve been following the advice of Public Heath England and taking precautionary steps to protect the health and wellbeing of our colleagues and members since the Covid-19 pandemic began.
“While closely monitoring all developments in what is a rapidly-changing situation, our priority is to keep our business running as usual for the benefit of our members, including vulnerable customer groups.
“This includes keeping our branches open as far as we are able and we’re regularly updating our website.
“We’re also proactively contacting customers we know are vulnerable to ensure they have the support they need.
“In branch we’re keeping areas available throughout the day for conversations requiring extra privacy, and are showing customers how they can self-serve, for example, using online services to save them a visit in person.
“Importantly, we’re asking anyone who’s been asked to self-isolate at this time to not use branch services, so we can protect the welfare of other customers and our branch colleagues.”
