The way consumers use financial services is changing, with increasing numbers choosing digital channels for day-to-day transactions and only interacting face-to-face for larger financial decisions, whilst others continue to value the service provided by high street networks on a more regular basis. To ensure we are evolving in line with our customers’ needs, we are investing in enhancing our digital capability and have also reviewed our branch network. This demonstrated that we have a high concentration of branches in some areas, and little high street presence in other areas where there is clear customer demand.
We therefore made some difficult, but necessary, decisions in 2017 which will enable us to continue to meet our customers’ changing needs:
Whilst these decisions allow us to focus on and develop our core activities, delivering our vision of being simply brilliant at mortgages and savings, we understand that this can be unsettling for members and colleagues.
To minimise the impact, we work closely with other financial services organisations to ensure we make the transition as easy as possible for our customers. We take additional steps, including telephone calls to ensure our customers are aware of the changes and that, where necessary, they are supported with any actions they need to take.
We continue to support colleagues impacted by these changes, in particular those who are put at risk of redundancy by:
During any periods of change we strive to ensure that all those affected are dealt with fairly and sensitively, and we remain committed to doing the right thing for our members and colleagues.
We’re continuing to build on the success of our apprenticeship scheme
Our colleagues volunteer their time in schools to improve young people’s financial education.
Colleagues swap their beds for sleeping bags to raise money for End Youth Homelessness.
The way consumers use financial services is evolving, leading to some necessary changes for us to meet our customers’ changing needs.
Hundreds of our colleagues take on our Peak District challenge for End Youth Homelessness.
We’re working towards our ambition of creating an inclusive work environment, where all colleagues can contribute to the Group’s success.
We are supporting homeless young people this Christmas as part of our charity partnership with End Youth Homelessness (EYH).
With EYH, we have housed 15 young people since launching in June.
Building on the success of our apprenticeship scheme, we’ve opened 24 new positions across 10 different business areas.
We are proud to have been a double winner at the Third Sector Business Charity Awards 2016.
Our six Savings Pledges reflect how we believe savings institutions should behave.
Over 1,300 solar panels installed at our Bradford and Peterborough offices .
Everyday Thanks was launched in September 2015 as part of our Group’s 150th birthday.