Nationwide and Shout Launch 24/7 Mental Health Support for Customers
Nationwide Building Society has initiated a partnership with Shout, a 24/7 text-based mental health charity. This collaboration allows customer-facing employees to connect individuals with immediate, confidential assistance.
Enhancing Support for Vulnerable Customers
This partnership aims to strengthen in-branch services and provide better support for vulnerable customers. Employees can guide individuals who may be struggling to send a text to NATION at 85258 to reach trained volunteers. These volunteers are supervised by clinicians and can respond in a matter of minutes.
The service offers free, round-the-clock support, with peak demand noted between 9 PM and 2 AM.
A Commitment to Accessibility
This initiative follows Nationwide’s commitment to maintaining all 696 Nationwide and Virgin Money branches open until 2030. It complements the organization’s efforts to improve accessibility, particularly for disabled and vulnerable customers who may find phone conversations challenging.
Nationwide has provided enhanced training for its staff to help them identify when to direct customers to this service.
Addressing Mental Health Inequality
Launched during Men’s Mental Health Awareness Month, this partnership highlights the growing disparity in mental health support. Statistics show that while women report higher rates of mental health issues, men are less likely to seek help and make up about 75% of suicide cases.
Statements from Leadership
- Kathryn Townsend, head of customer vulnerability at Nationwide, emphasized the importance of immediate and accessible support. She stated, “Mental health challenges can hit without warning, often alongside financial difficulties. For some, talking on the phone feels impossible. Our partnership with Shout provides an additional tool for our teams to ensure confidentiality and support 24/7.”
- Francesca Hughes, partnerships manager for Mental Health Innovations (which operates Shout), expressed enthusiasm about the collaboration: “This partnership ensures no one has to face those moments alone. Early, confidential support can make a life-changing difference.”
This partnership between Nationwide and Shout marks a significant step in making mental health support more accessible. By sending a simple text, customers can access immediate help, establishing a vital resource for individuals facing mental health challenges.
