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We're refreshing our branches

New look and feel - same excellent service


We’re busy redesigning our branches and we’re really picking up momentum. We’re getting some fantastic feedback from customers and employees alike!
 

We’ve taken away the barriers and created more space. We’ve added in digital screens so that members can see our savings rates at a glance. We’ve made it easier to have conversations with our branch employees – our new service hubs mean that everything is closer to hand – and because community is so close to our hearts, we’ve also created community ‘heart’ areas where members can find out more about the charities and organisations we support.


By the end of 2021, our branches will be brighter, more welcoming – and much more modern.

Now it's easier to talk to us    


One of the most significant changes we’ve made has been to take away the traditional counters and replace them with ‘service hubs’. There are no glass partitions between us now, so no one has to speak up to make themselves heard. Conversations are easier, quieter and more private.
 

We’ve created meeting spaces where you can sit and chat to us or fill in forms. And we’ve made sure that information about our savings accounts is visible and easy to access – with digital screens displaying our current range of savings products and rates.

Heart of the community 


Our community partners are so important to us, we couldn’t redesign our branches without thinking of them.

The community ‘heart’ areas are where we can hold knowledge sessions, give more information about our local community partners and how we support them, or where customers can simply sit and browse through some of the books in the book swap area.


Chris Willmott, Corporate Fundraiser at Myton Hospice says of the community area in the Leamington Spa branch, “We love it – it’ll be great for helping us raise awareness of the important work we do.”

What some of our customers have said so far:


  • “Spacious and well designed – better interaction with counter staff.”

  • “An excellent transformation – always welcoming but even more so now the glass partitions have been removed.”

  • “Excellent for disabled people, thank you.”

     

Need any help?


If your local branch is currently closed for a refurbishment and you need any help using your accounts, just call our UK-based Customer Service Centre free on 0800 121 8899. Make sure you have your telephone security details to hand.
 
Keep an eye on when your local branch will be getting a make-over – you’ll get a letter telling you when it will close for refurbishment and when it’ll re-open again with a whole new look and feel.