Feeling safe at work
It’s important that colleagues ‘feel’ safe at work so, in the knowledge that the union couldn’t sustain the argument for retaining the temporary perspex screens forever, Accord has been working hard with Lloyds Banking Group’s Community Banking leadership and health & safety teams to look closely at what the business can do to improve personal safety at work.
The meetings have culminated in a 10-point priority plan to ensure the physical safety of branch colleagues. And ideas have been shared with the branch design team for future design considerations.
Abusive and aggressive customers continue to be a problem for both branch and telephony colleagues and LBG is continuing to take steps to try to combat this.
In branches, new full-size posters are available. The in-branch radio will also broadcast messages telling customers that abuse will not be tolerated, that accounts may be closed and that incidents will be reported to the police. The process of closing accounts will be taken over by a central function to minimise the need for the branch to be in contact with the customer.
Bodycams are still being rolled out, and further training is being developed to help colleagues deal with these situations.
The top “asks” from colleagues are:
- Zero tolerance approach
- More staff in branches
- Improved security provisions (better CCTV, bodycams, personal alarms, security guards etc.)
- Security screens
- Not to have their full names used
In the telephony business area, there has been a marked upturn in reported abuse. Accord shared its concerns with the Group about the number of complaints that result in no action being very high compared to branch incidents. The bank is looking into why this is the case.
The union is seeking views of the people at the sharp end – so if there’s something you think could or should be done to improve your personal safety at work, please get in touch. Send your views to [email protected] with the subject heading ‘Personal safety at work’.
In the meantime, colleagues are being urged to report every incidence of abuse/aggression and violence through the Bank’s system.