Recent changes to the way winter fuel payments are made means only people over the state pension age and receiving a benefit, including Pension Credit or Universal Credit, will be eligible.
We understand that these changes may impact some of our members. Getting help understanding eligibility for welfare support is one of the things members can do through our Helping Hand service, and we'd encourage them to use it ahead of the winter months.
What is Helping Hand?
Delivered in partnership with Citizens Advice Gateshead, Helping Hand is our free-to-use support service for members and colleagues.
If you need a Helping Hand, get in touch
Since its launch in December 2022, in response to the cost-of-living crisis, more than 200 members have benefitted from fast, free, and confidential advice and guidance on a range of financial and non-financial issues.
Who can use Helping Hand?
You don’t need to be in crisis to use Helping Hand. We understand that experiencing difficulty can impact both your mental and financial wellbeing. Through Helping Hand, you'll be able to quickly receive the support you need, free of charge.
You can benefit from advice and guidance on a range of issues, including mortgages, housing or landlord, issues, legal issues, debt management, financial wellbeing, relationships, utilities and bills, welfare benefits, and more. Needs-based emergency financial assistance is also available, in the form of supermarket vouchers worth up to £250.
Percentage of users who needed a Helping Hand with welfare benefits
46%
Percentage of issues relating to benefit and tax credit support
27%
Percentage of issues relating to Universal Credit support
19%
In January to June 2024, 46% of the issues service users needed additional support with was welfare benefits, including understanding what they’re entitled to, help submitting claims, and resolving issues such as challenging incorrect or unfair decisions. 27% of these issues related to benefits and tax credits, and 19% were about Universal Credit.
How can I use Helping Hand?
- If you are a branch customer pop into your nearest branch
- If you have a mortgage with us you can call us on 03457 023 083 or if you'd prefer to speak to someone face to face, you can visit your nearest branch
- If you opened an online savings account with us, you can call your local branch and one of our friendly customer service advisers will be able to help you. Or pop into your local branch to speak with us.
Our mortgage lines are open 9am - 6pm, Monday to Thursday, and from 9am - 5pm on Friday.
Calls to 0345 numbers cost the same as a call to a standard ‘01’ or ‘02’ landline number, even when calling from a mobile. Calls from landlines and mobiles are included in any bundled minutes or free call packages. The actual cost you are charged will depend on your landline or mobile provider. Please contact them to get information about the cost of the call. We may monitor and record telephone calls for training and security purposes. Your call with Citizens Advice Gateshead is confidential between you and the advice expert only.
