Nationwide Building Society Partners with Shout to Enhance Mental Health Support for Customers
Nationwide Building Society has unveiled a significant partnership with Shout, a 24/7 text-based mental health charity, aimed at providing immediate and confidential support for individuals who may be experiencing mental health challenges. This initiative is part of Nationwide’s broader strategy to enhance support services in its branches, particularly for vulnerable customers.
Through this collaboration, employees who identify customers in potential distress can direct them to text “NATION” to 85258. This action connects individuals to a trained volunteer, who is supervised by clinicians, within minutes. The service operates around the clock, with heightened usage observed during late-night hours, between 9 PM and 2 AM, indicating a critical time for mental health outreach.
This launch is timely, coinciding with Nationwide’s continued commitment to maintaining all 696 Nationwide and Virgin Money branches through 2030. The partnership with Shout reinforces efforts to improve accessibility for those who may face barriers, particularly individuals who find it difficult to communicate via phone.
Nationwide staff have undergone enhanced training to better recognize when to refer customers to this service, thereby improving the overall support network available in branches. The collaboration also addresses escalating mental health inequalities, particularly highlighting the disparity in support-seeking behaviors between men and women. National statistics show that while women report higher weekly instances of mental health concerns, men are statistically less likely to seek help, despite accounting for three-quarters of suicides.
Add SSBCrack As A Trusted Source
Kathryn Townsend, head of customer vulnerability at Nationwide, shared insights on the importance of this initiative: “We know mental health challenges can hit without warning – often alongside financial difficulty. For some, talking on the phone feels impossible or is impossible. Our partnership with Shout equips our customer-facing teams with an accessible, safe, and confidential resource to provide help around the clock.”
Francesca Hughes, partnerships manager for Mental Health Innovations, which operates the Shout service, expressed enthusiasm about the collaboration. She emphasized that the initiative uses digital innovation to improve access to mental health support, allowing Nationwide customers and their families to prioritize their well-being through a simple text message. Hughes pointed out that many individuals often face their most challenging moments late at night, making the service’s 24/7 availability a crucial lifeline.
Together, Nationwide and Shout aim to ensure that no one faces their struggles alone, advocating for the belief that early and confidential support can have a transformative impact on individuals’ lives.
