Covid-19 Member Information

Last updated: 30/07/2020

We appreciate that the current pandemic will be creating difficulties for some of our members. As your Credit Union, we treat the health, wellbeing and financial concerns of our members with the utmost concern and are closely monitoring the situation and responding on the basis of Government and regulatory advice. The climate is constantly changing and we will keep our members updated with this page.

Office Opening

On advice of the government in their efforts to combat the spread of coronavirus, we have taken the decision to close our Head Office as well as the service points in Great Yarmouth and at The Stage. We appreciate and understand this will create difficulties for those who use cash but the safety of our members and volunteers is our primary concern. Therefore we will not be offering any face-to-face services at this current time.

We will continue to do all we can to deliver our services online, by email, phone or text and thank you for your patience and understanding through this difficult period.

To make contacting us easier, we are committing to Opening Times for our mobile phone number (07504 433758);

  • Tuesday: 10:30-12:30 & 1:30-2:30
  • Thursday: 10:30-12:30 & 1:30-2:30
  • Saturday: 10:30-12:30 & 1:30-2:30
  • Whilst other high street premises and outlets are reopening, given the difficulties in making our offices safe for our members, we are electing to remain closed indefinitely.

    To assist you with this, we are investigating and implementing processes that will help deliver a more complete service remotely, including the ability to sign loan agreements electronically, negating the need to visit our offices or print paper and scan/post documents to acquire a loan.


    We fully appreciate the current crisis will have implications for some of our member's finances and their ability to pay back their loans. As your Credit Union, we will do whatever we reasonably can to assist you through this period.

    Like most organisations, Norwich Credit Union is also suffering through this pandemic, therefore it is vital that our members contact us if they foresee a difficulty in keeping up with their loan repayments. We can discuss a course of action through this period that is beneficial to both you and the Credit Union as a whole. Simply ceasing your agreed regular payment will have negative implications for both the borrower, the Credit Union and its entire membership.

    The options we are likely to be able to offer is to make your loan payments from your savings if there is a sufficient amount to do so or, based on eligbility and documented evidence that your income has been reduced as a result of redundancy or a drop in income, a rescheduling of the loan to allow a lower regular repayment or in some instances a short term payment holiday.

    Credit Unions operate under a different regulatory regime to banks and so we will be operating on a case-by-case basis, so that both our members and the regulators can be confident that we are acting both sympathetically and prudently.


    For further support, we would direct our members to Citizens Advice or the Norfolk County Council's Coronavirus page.

    The Money Advice Service has created a Money Navigator Tool to offer money guidance for anyone experiencing the following;

  • Your income is down and you're worried about your future finances
  • You've been furloughed and need help to get back on track, including after a payment holiday
  • You're facing redundancy or have lost your job
  • You're self-employed and work has dried up
  • You want to make the most of any money you've saved during lockdown
  • The Money Navigator Tool will ask you a series of quick questions about your current situation and give you an action plan, including advice on which organisations can help in your specific scenario.

    The Money Advice Service is a free and impartial money advice service set up by the UK Government and is an arms-length body of the Department for Work and Pensions.

    We would like to thank all our members for their patience and understanding during this difficult time and hope you all stay safe and healthy throughout this unprecendented period and beyond.