In a significant move to support its members' wellbeing, Nationwide Building Society has announced the immediate launch of a free, 24/7 mental health text service. This initiative provides a vital, accessible lifeline for thousands of people across the UK who may be struggling.
How the New Service Works
The building society, the UK's largest, has partnered with the mental health charity Shout to run the confidential text messaging service. Anyone can access immediate support by sending the word NATION to 85258 at any time of day or night.
This service is designed to be discreet and accessible. Messages will not appear on users' phone bills, offering peace of mind to those seeking help. The partnership also empowers Nationwide's customer-facing colleagues; if they suspect a customer is in distress, they can now guide them to use this text service to connect with a trained volunteer within minutes.
A Critical Service for Peak Need Times
The text line is expected to be particularly crucial during the late evening and early morning hours. Shout reports that the greatest demand for its services occurs between 9pm and 2am, a time when worries can feel most overwhelming and other support services may be less accessible.
Kathryn Townsend, Head of Customer Vulnerability at Nationwide, emphasised the importance of the new tool. "We know mental health challenges can hit without warning - often alongside financial difficulty," she said. "For some, talking on the phone feels impossible or is impossible - our partnership with Shout gives our customer-facing teams an additional tool to provide customers with an accessible, safe and confidential way to get help 24/7."
Part of a Broader Commitment to Customer Support
This initiative is the latest in a series of measures from Nationwide aimed at creating a fairer and more inclusive banking environment. The society has also committed to:
- Keeping every branch open until at least 2030.
- Offering in-branch safe spaces for those experiencing domestic abuse.
- Hosting Dementia UK clinics in its branches.
- Providing a range of new Easy Read guides for customers.
Francesca Hughes, Partnerships Manager for Mental Health Innovations, the organisation behind Shout, expressed her delight at the partnership. "Together, we're using digital innovation to make mental health support more accessible and immediate," she stated. "This partnership ensures no one has to face those moments alone. It represents a shared belief that early, confidential support can make a life-changing difference."
By providing this immediate, text-based support, Nationwide is offering a practical and potentially life-saving resource to its customers and their families, ensuring help is always just a text message away.
