Yorkshire Building Society trials new support hour for customers

  • Yorkshire Building Society has introduced a weekly hour to help people whose personal circumstances mean they would benefit from a calmer, more relaxed environment
  • Eight branches are trialling the quiet hour with limited noise, reduced lighting and the removal of digital screens
  • The Yorkshire is the first financial services provider to offer the service on such an inclusive scale

Yorkshire Building Society is trialling a weekly ‘quiet hour’ to help customers who have sensory sensitivities or impairments, dementia, learning disabilities, ADHD and autism, or mental health conditions like anxiety to discuss or manage their finances.

Eight branches of the Yorkshire have started to make changes every Wednesday 4pm – 5pm to better support customers who would otherwise find it difficult to visit the Society and receive face-to-face guidance.

Helping customers with sensory impairments

The branches operate with reduced lighting, limited background noise and the removal of digital screens, with additional private office space and longer appointment times offered to those who would find it beneficial.

Janis Hambling, who leads the vulnerable customer support team at Yorkshire Building Society, said:

We recognise that some of our customers, new or existing may have additional needs that mean they find coming into the branch difficult or impossible, or are not able to do what they want if the environment affects them.

We introduced these small changes knowing they’d be welcome relief for those who can’t face queues, busy or noisy places or who would benefit from a little bit of extra care and attention.

Pleasingly, that’s certainly the feedback we’ve been receiving from customers of the branches taking part in the trial so far and we’ll look to roll this out across our network if the scheme is a success.


Branches trialling quiet hours

Yorkshire Building Society branches in Chesterfield, Lincoln, Pickering, Ripon, Scarborough, Preston, Watford and Peterborough are currently trialling the quiet hours. 


All information correct at time of publication.


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