Why is it important?
Our members are central to everything we do. We're not just committed to giving them the best possible service, but also making a positive difference to the communities they live in.
What we're already doing
In 2017 we asked our colleagues and members which social issues mattered most to them and, based on this feedback, Samaritans was selected as our charity partner. Between 2017 and 2020 we are aiming to raise £250,000 which will go towards helping those who are in emotional distress or are struggling to cope.
Our colleague volunteering reached a record level in 2017 with over 50% of colleagues collectively investing 4,700 hours into over 160 projects up and down the UK. Since 2015 we’ve more than quadrupled the number of people using their seven hours volunteering allowance each year.
Customers in vulnerable circumstances
Whether it’s the loss of a loved one or a health diagnosis, everyone can be vulnerable at some point in their lives. All colleagues in the Society have undertaken training in awareness of vulnerability and we have set up a working group, formed of specialists from across the business. Their role is to develop the Society’s current procedures to be able to help customers with special circumstances.
Improving our bereavement process
We’ve taken steps to improve our bereavement process to support our customers when they’re going through the most difficult of times, facing the loss of a loved one. We’ve increased the threshold at which proof of probate is required from £15,000 to £40,000, meaning many more customers can now close an account without needing probate.
All statistical references referred to throughout this article come from the Leeds Building Society Annual Report and Accounts 2017.
Our 2017 - 2020 targets
- Achieve customer satisfaction scores of at least 90% in our regular customer feedback surveys.
- Provide 8,000 colleague-volunteering hours for our local communities.
- Donate £1.2m to charities and the community, through colleague fundraising, donations and sponsorship.