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COVID-19 Coronavirus Update

Monday 19th July 2021



Changes to working arrangements from 19 July 2021

Throughout the pandemic we have worked hard to provide you with a good service whilst keeping you and our staff safe. 

In order for you to remain confident of a safe experience when visiting a branch or organising a mortgage interview, we’ve reviewed our practices and made some adjustments to how we’ll work and provide you with a continuing service whilst Covid 19 remains a health threat. 

In considering which changes to make we’ve taken account of the latest information from the government and we’ve also considered how best to protect those who remain vulnerable to Covid-19.

We’d like to thank you for your ongoing understanding and support during what continues to be an unprecedented time for us all. 

At our branches

We’ve replaced all the notices at our branches to reflect the new practices that have come into effect.  These can be summarised as follows:

  • We’d prefer you to wear a mask and if you have Covid symptoms please don’t come in
  • Regardless of wearing a mask we require you to sanitise your hands on your way in
  • Please keep at least 1m apart from other customers and our staff
  • For your safety and ours we’ll continue to limit the maximum number of customers and their helpers in branch at any one time
  • If you’d rather not come in because you are shielding, please contact your local branch who can advise you as to how we can best help you

In the meantime, we’ll continue with the additional screens to protect you and our staff.  We are happy to arrange mortgage interviews by phone.

Service status

Branches and agency

Our branch and agency office opening hours were extended from 1 July 2021 to:

Monday to Friday from 09:30 to 15:00

Saturdays from 9:00 to 12:00

Head Office Services

We continue to work safely from Head Office with a large number of staff working from home.  Mortgage services continue as normal.

The phone hours for Head Office are 09:30 to 16:30 Monday to Friday. 

Supporting our members and staff

Our priority continues to be ensuring we maintain the services you rely on and over time we’ll continue to expand them when we believe it is safe to do so.  We’ll continue to provide our services in a way that is responsible to you, our members, our staff and wider Society.

To keep you as up to date as possible, not only with what we’re doing but also with all the information being made available by the government, we’ve created this specific news page. 

Support for mortgage customers

If you’re worried about your mortgage payments, or unable to make your mortgage payments,  we want to do all we can to help you.

There may be a number of options to consider that will reduce your monthly mortgage payments, subject to the terms of your mortgage, such as a temporary extension of the mortgage term or a temporary conversion to interest only.

If you think you might not be able to meet your mortgage repayments it’s important that you contact us without delay on 01509 631952 or by email at Paymentadmin@theloughborough.co.uk

Our friendly and trained team members will work with you to understand your individual circumstances and agree a solution that may meet your needs.

You’ll also find some useful information on the Money Advice Service website www.moneyadviceservice.org.uk.

Stay safe, be responsible

The rules and regulations relating to Covid-19 in England are changing and being relaxed.  Everything you need to know about the current guidelines and the roadmap out of lockdown can be found on the government’s official website here.

Stay informed

The government’s official website has extensive information across a broad range of topics related to Coronavirus.  You can access all the information available here.

Stay safe from fraud

Criminals have been using these exceptional circumstances to lull people into believing that the contact they’re making is genuine so it’s important you remain vigilant to such contacts.  We’ve put together some general information to help you which you can read and download here.

What you need to know

Contact tracers will only call you from the number 0300 013 5000.  Anyone who doesn’t wish to talk over the phone can request the NHS Test and Trace service to send an email or text instead, inviting them to log into the web-based service. All text or emails sent by NHS Test and Trace will ask people to sign into the contact tracing website and will provide you with a unique reference number. They will advise people to type the web address https://contact-tracing.phe.gov.uk directly into their browser, followed by the unique reference number given to you, rather than clicking on any link provided in the message.

The NHS Test and Trace service will never:

  • Ask you to dial a premium rate number to speak to them for example, those starting 09 or 087)
  • Ask you to make any form of payment or purchase a product or any kind
  • Ask for any details about your bank account
  • Ask for your social media identities or login details, or those of your contacts
  • Ask you for any passwords or PINs, or ask you to set up any passwords or PINs over the phone  
  • Ask you to download any software to your PC or ask you to hand over control of your PC, smartphone or tablet to anyone else
  • Ask you to access any website that does not belong to the government or NHS

If you think you’ve been a victim of fraud, please report it to Action Fraud at https://www.actionfraud.police.uk or by calling 0300 123 2040. If you live in Scotland, please report directly to Police Scotland by calling 101.

Vaccine scams

Action Fraud has recently received reports from members of the public who have been sent text messages claiming to be from the NHS, offering them the opportunity to sign up for the vaccine. The texts ask the recipient to click on a link which takes them to an online form where they are prompted to input personal and financial details. In some cases, the fake online form has looked very similar to the real NHS website.

How to protect yourself:

In the UK, coronavirus vaccines will only be available via the National Health Services of England, Northern Ireland, Wales and Scotland. You can be contacted by the NHS, your employer, a GP surgery, or pharmacy local to you, to receive your vaccine. Remember, the vaccine is free of charge. At no point will you be asked to pay.

– The NHS will never ask you for your bank account or card details.

– The NHS will never ask you for your PIN or banking password.

– The NHS will never arrive unannounced at your home to administer the vaccine.

– The NHS will never ask you to prove your identity by sending copies of personal documents such as your passport, driving licence, bills or pay slips.  

If you think you’ve been a victim of fraud, please report it to Action Fraud at https://www.actionfraud.police.uk or by calling 0300 123 2040. If you live in Scotland, please report directly to Police Scotland by calling 101.