1. Supporting our customers in Financial Difficulty
900,000 Customers Helped
We have over 1,400 colleagues across 3 sites who, along with our external third parties, have helped over 900k customers in 2015

2. Supporting our customers in Financial Difficulty
Spoken to over 56,000 pre arrears customers
In addition to customers experiencing financial difficulties our pre-emptive Debt Management Teams (helping customers not yet in arrears) have sent out a further c 69,000 letters and had c 56,000 conversations with customers where we provide guidance on budgeting and signpost to free debt advice agencies

3. Supporting our customers in Financial Difficulty
Helped 30,000 mortgage customers by entering affordable repayment arrangements
Agreed repayment arrangements with over 30,000 customers which prevented the accounts deteriorating

4. Supporting our customers in Financial Difficulty
Provided Breathing Space to over 25,000 customers to allow time for them to obtain support and guidance
We have provided support to our customers by allowing them breathing space whereby we stop action to allow the customer time to obtain support and guidance and where possible agree a repayment arrangement where we freeze and interest and costs

5. Supporting our customers in Financial Difficulty
Helping customers to stay in their own home
We work with our customers to review all available options to enable customers to stay in their home

6. Supporting our customers in Financial Difficulty
Making it simpler to contact us and free debt advice
Free phone telephone numbers are available for all Collections and Recoveries teams. We continue to improve our websites to provide enhanced information for customers seeking free impartial debt advice

7. Supporting our customers in Financial Difficulty
A well trained team supporting our customers
We continue to support and develop our colleagues by providing training, internally and from external partnerships, to help increase their knowledge and understanding to support the customers’ end to end journey. To provide further and more specialised support for our customers we have set up and developed 3 Specialist Support Teams, who specialise in assisting the more vulnerable customers

8. Supporting our customers in Financial Difficulty
Banking for all
Where a customer is in financial difficulties and unable to fully repay the money owed we continue to support them with their day to day banking by offering them alternative basic banking facilities

9. Supporting our customers in Financial Difficulty
Strategic partnerships to benefit our customers
We continue to have innovative relationships with the debt advice industry ensuring our customers get the advice they require for all financial challenges

10. Supporting our customers in Financial Difficulty
Working with the Money Advice Sector
We proactively work closely with the Money Advice Sector and our Fairshare partners. This allows us to simplify our customer’s journey and improve the lines of support for our customers who are in financial hardship

11. Contacts Jamie Black, Consumer Affairs Manager
Telephone:
Jen Coleman, Consumer Affairs Manager
Telephone:
Neil Taylor, Industry Liaison Manager
Telephone:
Fiona Turner, Head of Consumer Affairs
Telephone: