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Halifax Community Bank, Romford

Halifax is part of the Lloyds Banking Group with over 600 Branches in the UK. Halifax provides a full range of financial services to meet customers needs and is part of being the best bank for customers. We also provide counter services in branch in conjunction with our new self service and online services which are designed to help customers with access and mobility issues. We also provide a wide range of services at our user friendly ATM's and on the telephone, as well as face to face account opening process delivered by professionally qualified colleagues.

Updated:
31 October 2014
Location:
London
Sectors:
Finance
Local Alliances:
Havering Dementia Action Alliance

1. Action Plan

1. The National Dementia Declaration lists seven outcomes that the DAA are seeking to achieve for people with dementia and their carers. How would you describe your organisation’s role in delivering better outcomes for people with dementia and their carers?

Halifax, as a community bank, is seeking to put itself at the heart of the community in what it does.  The Romford branch has been working closely with St Francis Hospice to raise funds for the much valued charity.  Furthermore, we have completed work with the local Community Support Offices, Social Services and Trading Standards to seek ways to help our most vulnerable customers who are suffering from dementia and associated diseases.  As a result of our efforts, we have help to save over £500,000 in fraud prevention, winning us the National Hero Award from the Trading Standards Institute. 

Community Officers now base themselves in branch on a fortnightly basis to create an access point to customers wishing to share their stories or concerns with us and our fundraising has totalled nearly £25,000 this year for St Francis.

As a bank, we want to remain compliant within the FCA and DPA regulation, but we understand that our customers wants us to help them (or their parents) in situations whereby fraud is being committed.

We are also the eyes and ears of the our regular customers behaviour and some of our colleagues recognise the initial signs in our customers and want to be able to help.

 

2. What are the challenges to delivering these outcomes from the perspective of your organisation?

Our challenge will always be operating within the restrictions of the law.  We are not allowed to discuss our concerns directly with anyone else.

However, our close links with the Community Support and Social Services allows us to look at how we can help those in need on a daily basis.

Our Fraud prevention training helps us to significantly reduce the risk of customers with dementia being duped by looking for the tell tale signs on their transactions.

2. Actions

  • Upskilling and Training

    The Alzheimer's Society Information Office has agreed to deliver more awareness training for our colleagues to ensure that they are able to look for tell tale signs in our customer but also key behaviours.

    With this training, colleagues should be able to look for signs in their customers.  With the current support network in place, they should feel comfortable in escalating the matter, should the situation arise.

    Status:
    Delivery

    2014 - Fourth Quarter Update

    New member

  • Engage more community members to talk about Dementia and understand the signs.

    We plan to hold more forums in the Banking Hall in conjunction with the Community Support Officers.

    This creates more access to customers to talk to a Representative about Dementia and Alzheimers and also upskill themselves.  The Community Support Officers presence will further help customers to feel that they can talk in a safe environment or raise concerns first hand, without fear of wasting police time.

    And to liaise with Alzheimers Society and Community Support Officers for continue assistance.

    Status:
    Implementation

    2014 - Fourth Quarter Update

    New member

  • Fund raising for Alzheimer's Society

    Continue with our work to raise funds for Alzheimers Society, in conjunction with the Mayors Office and with support from Andrew Rosindell, MP for Romford.

    We are keen fund raisers in branch and we would like to raise awareness by doing more for this charity.

    We also want to use our Giving Extra Awards process to nominate someone who has gone that extra mile to help our most vulnerable customers.

    Status:
    Delivery

    2014 - Fourth Quarter Update

    New member