You’re not alone: From financial worries to loneliness, here’s how one bank can support you and your loved ones this winter

 

Living through coronavirus is tough on everyone but especially those who are elderly and vulnerable and may struggle to cope with the ever-changing situation. 

Fortunately, Lloyds Bank is helping people to avoid becoming financially, physically and mentally isolated by the pandemic. Here's how... 

Looking after your wellbeing

Lockdown and restrictions on contact can be distressing if you live alone or are in a vulnerable group.

Lloyds Bank branch employees quickly anticipated that elderly customers within their local communities may be feeling especially isolated during lockdowns and felt that it was important to reach out to them and offer support.

Employees have been keeping in touch with customers throughout the pandemic with a dedicated wellbeing line for the over-70s.

Branch employees have made more than 400,000 outreach calls to local vulnerable customers so they hear a familiar voice, giving people someone to talk to at a time where there may be limited physical and social contact - and it’s not just about helping with their banking.

Some have said the people calling have often been the first they've spoken to in weeks.

Employees have been advising where a customer’s nearest supermarket is and some have even delivered milk and groceries to those unable to or worried about going out.

One Lloyds Bank branch employee had an 81-year-old customer who had been at home for seven weeks and was missing his weekly fish and chips.

They rang his local fish and chip shop which said it was doing a lot of deliveries for older customers and a meal was arranged by lunchtime.

The customer said: "You have really made my day today.”

But there have also been more serious situations where this service has really proved its worth.

While making one of her wellbeing calls, Emma from a branch in the Manchester and Merseyside region spoke to a gentleman who lived alone and was having trouble breathing.

She called an ambulance and he was rushed into hospital.

Emma checked up on him and he returned home a couple of nights later with a supply of oxygen. Thanks to Emma, he's now safe and sound.

Maintaining the branch service

You're not alone. Whether it's a friendly person to talk to or financial help you need, Lloyds Bank is there for you 

Banking is still an essential service so cash machines are being stocked and most branches are open, albeit with reduced hours to protect staff. 

People should only consider visiting their branch if essential or in financial difficulty. 

There are social distancing measures in place and customers must wear a face covering unless you’re unable to do so. You may also have to queue outside if there are too many people in the branch, but you can also do your everyday banking at your local post office.

If you cannot get to a branch, Lloyds Bank lets you appoint a trusted person to help you. This can be a friend, family member or volunteer, and they will need to come to a branch with suitable ID and their details will be checked with the customer.

As an additional security measure, withdrawals by the trusted person will be capped at £100.

Lloyds Bank is also launching a new Trusted Person Card.

Rather than providing their own debit card to a trusted person, this lets those who need additional help order a dedicated Trusted Person Card that can be used by others to make purchases or withdraw cash on their behalf.

The customer has more control as there is a £100 spending limit on transactions and cash withdrawals and purchases can only be made face-to-face.

The person who has the card will be unable to access the account.

Staying connected with Silver Line 

Charities have stepped up during the pandemic to keep services going and Lloyds Bank has played its part.  

Lloyds Bank supports the friendship service The Silverline who are in partnership with Age UK. This is a 24/7 helpline for those aged 55 and over who may be feeling lonely or isolated.

Age UK claims 225,000 older people often go for a week without speaking to anyone so The Silver Line provides a crucial confidential service that lets people call all year round for a chat. It may be just to say good morning, good night or to discuss how their day was. 

The digital shift

Join the digital world and stay connected during these difficult times with Lloyds Bank

The pandemic has sped up a shift to the use of online services to minimise contact with others and reduce the risk of infection.

Many people are now ordering their groceries or doing their banking online.

But it can be challenging if you haven’t grown up with technology to get to grips with using a smartphone or computer to manage your money.

Lloyds Bank has partnered with specialist training provider We Are Digital which provides a dedicated phoneline for vulnerable and elderly customers on how to use the internet for banking, food shopping, booking a doctor’s appointment and staying in touch with friends and family through video calls.

Lloyds Bank is delivering up to 2,000 tablets to the over-70s during the first national lockdown earlier this year to ensure they had a suitable device to access the internet.

Helping to manage the worries

The pandemic is causing plenty of upheaval and you may be worried about your finances, job or business amid the economic uncertainty.

But you are not alone. There is plenty of support available to manage your money during these tough times.

Lloyds Bank is a supporter of Mental Health UK and helped set up its Mental Health and Money Advice service.

The service has a free budgeting tool and tips on how to improve your mental health and get on top of your bills and debts.

Lloyds Bank also has guidance on where to start if you are struggling to pay the bills or are worried about your job.