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3 minute read
Providing financial support out in the community
Mark Calvert, financial inclusion manager
Our Financial Inclusion team supports customers with their finances, but we recognise these can be difficult conversations for some customers to have over the phone.
That is why the team is determined to increase the number of ways our customers can sit down with us and receive support face-to-face, in a way which is convenient for them.
In the North West of England, one of the ways our team is doing this is through a partnership with the Department for Work and Pensions (DWP) and the local Jobcentres.
Working with DWP staff, our colleagues have been attending the local Jobcentres in the region and have created a direct method for DWP staff to refer customers to us.
These customers could be struggling with benefit issues, access to essential items or just need support or advice around their financial wellbeing.
Our team is also exploring further opportunities to be visible and approachable out in our communities, giving customers a way to sit down with us face-to-face to get the support they need.
We know many of the customers we work with in these settings are struggling financially but can feel intimidated or embarrassed asking for help.
Since our partnership with DWP and the Jobcentres has been in place, we’ve already been able to reach some really hard-to-engage customers and provide the support needed to improve their financial situations.
The support our Financial Inclusion team provide to customers can vary from support ensuring a customer is receiving the benefits they are entitled to, through to simple life advice or support budgeting.
Last year, our team was able to save customers more than £6m in income they would have otherwise lost or not received.
