Building society prepares to open ‘branch of the future’ after six-figure investment

The Cumberland Building Society is preparing to reopen its flagship branch in Carlisle city centre following a six-figure investment.

It describes the new-look branch in English Street – due to open on October 14 – as its “branch of the future” with a host of features to make banking more straightforward for customers, while also protecting the environment.

Claire Deekes

Claire Deekes, the Society’s chief customer officer, said: “This has been a significant investment that will allow us to continue to provide our outstanding service to our members in the heart of Carlisle. There’ll be more space, and the same friendly faces delivering our award-winning customer experience and service.”

The refurbishment follows consultation through focus groups to find out what customers want from in-branch banking.

The work had been due to take place in 2020 but was delayed by the Covid-19 pandemic, which prompted a further review following the pandemic, which also changed the way people want to bank.

The modern service at the newly-refurbished branch means the society will relocate the nearby branches in Fisher Street and Denton Holme into the flagship English Street location on October 11 and November 8, respectively. Both are within walking distance of English Street.

Customers based at Fisher Street and Denton Holme have been contacted about the relocation. Additional steps are being taken for those who have been identified as vulnerable.

There will be no redundancies and all colleagues will continue to work within the Carlisle branches. The Cumberland’s other Carlisle branches, at Kingstown and Rosehill, remain open as usual.

There are plans for further refurbishments and branch refreshes based on the English Street blueprint.

Customers entering the English Street branch will be welcomed by colleagues in an open plan space, with the large area providing an opportunity for customers to bank in the way they want to as part of a “kinder” banking experience.

Upstairs, there are quieter spaces for private conversations and, on the top floor, office space and a meeting room available for education across the community.

The design pays homage to Cumbria reflecting the natural environment in the green décor, brickwork, fabrics and use of Lazonby sandstone and its industrial heritage in the oak floors and lacquered black steel.

There are displays of landmarks and landscapes from local photographers, digital screens to showcase scenery as well as banking services, and a stained-glass window celebrating the Lake District created by Brampton artist Alex Haynes.

Colleagues have a new uniform to complement the environment of the new branch design, taking inspiration from the natural Cumbrian landscape.

The Cumberland said it is committed to providing banking services that are “kinder to people and the planet.”

As such, the refurbishment incorporates measures to minimise the carbon footprint such as solar panels, low-energy lighting, a heat recovery system, and new windows to cut heat loss.

The branch also features step-free access and wide spaces for customers who require more support.

Claire added: “We are committed to providing banking services in a way that customers want to use them. You’ll always be able to speak to a real person when you come to us.”