Maintaining and enhancing services – How LASER Credit Union remained open through lockdown
From the outset the pandemic, there was willingness from the Board of Directors and staff that the LASER Credit Union should stay open in order that they could serve its most vulnerable members.
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Wednesday 17 January 2024
From the outset the pandemic, there was willingness from the Board of Directors and staff that the LASER Credit Union should stay open in order that they could serve its most vulnerable members.
“These members rely on us for cash withdrawals, crisis loans and LASER loans in the main. Whilst remaining open we were acutely aware of the need to ensure the health and safety of staff and customers,” says Manager of LASER, Karen O’Reilly, “At the same time we also identified a need to reduce footfall in our offices to a minimum. We proactively contacted all members who came to LASER for cash and so for those members who had the capability we quickly set up alternative arrangements, setting up bank accounts for BACS or Engage card.”
Following Government advice and making sure LASER staff’s wellbeing were completely safe, LASER were fortunate to that its office was ‘Covid-19 ready’. A cashier’s area is already fitted with perspex screens and office space with desks 2 metres apart and back to back. The Credit Union also introduced a system of serving one member in the premises at a time from the perspex protected cashiers area, whilst monitoring the footfall and continue to do so.
Whilst staff was able to service existing members the problem was how they could service new members. Member applications could be done on its website, but thereafter the process was face-to-face. In response to this, LASER implemented a new digital implementation using Viva IT that allows paperless processing of new membership accounts and loans too.
The Credit Union is now a partner in a Rotherham Council funded contract offering crisis support to those vulnerable alongside Voluntary Action Rotherham and FairShare Yorkshire, offering interest-free Crisis Loans for those in need in Rotherham.
Speaking of its partnership with LASER Credit Union, a representative of Rotherham Metropolitan Borough Council, said: “LASER is a valuable partner in Rotherham serving many of the most vulnerable people. Their work with the Council and other local organisations to provide crisis support is highly regarded. That they have kept open their full range of services during the COVID emergency is a testament to their commitment and the value of a local credit union”
Reflecting on LASER’s service to members over the past few months, Karen added: “It has been hugely important that we stayed open to service the most vulnerable and financially excluded with Crisis Loans.
“Throughout all of this the Board and staff have worked tirelessly. The Board has met weekly with me using Zoom and we set up an emergency director team to make decisions quickly. I’m incredibly proud of what we have achieved as a small team, looking after each other and our members.”
ABCUL Chief Executive, Robert Kelly commented on LASER’s service t members during the pandemic, Robert said: “ Credit unions across the country have gone above and beyond to support members through the pandemic and LASER Credit Union is another shining example of this. Despite the ongoing problems that the Covid-19 crisis forces on our communities, it’s fantastic to see credit unions, like LASER grasp it as an opportunity to enhance their services and maintain our ethos of people helping people. Each and everyone member of staff and board member should be proud of what they’ve achieved.”
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