Helping Hospitality business to thrive
At The Cumberland, we're proud to celebrate our customers and our ongoing commitment to supporting local businesses in the Hospitality industry.
With over 20 years of experience supporting Hospitality businesses, The Cumberland offers a relationship-managed service. Customers have a dedicated, personal point of contact who understand their unique needs, providing guidance and support whenever it's needed.
While 2024 saw higher room occupancy rates in the UK’s Hospitality sector approaching pre-pandemic levels*, challenges persisted. Rising operating costs, including energy prices, inflation, and a shift in consumer spending habits, continued to strain businesses. According to the ONS, 60% of adults were cutting back on non-essentials, while 44% are shopping around more.**
Staff shortages also posed a significant issue in 2024, the sector reported approximately 132,000 vacancies, a 48% increase compared to pre-pandemic levels***.
To help navigate these challenges, The Cumberland offers a personal, relationship-focussed approach to supporting businesses, underpinned by its Kinder Banking ethos. Its customers have direct access to a relationship manager and associate who understand the needs of their business.
As a result, The Cumberland has helped numerous businesses across the North of England and Scotland navigate economic pressures and support them in realising their business goals.
Scott McKerracher, Head of Commercial at The Cumberland, said: “The Cumberland has been operating for 175 years, and we’ve been supporting Hospitality businesses for over 20. We are dedicated to making a positive difference, supporting people and businesses to thrive both today and for years to come."
“The Cumberland celebrates what Commercial banking should truly be about – meaningful service and strong relationships. It’s a personal approach that’s rare in today’s industry, and one that has made all the difference to our customers and their success."
Grange Manor – Grange-over-Sands, Cumbria.
Margaret and Jonathan Denby, owners of Grange Manor in Grange-over-Sands, transformed the historic 200-year-old property into a luxury boutique B&B, offering a tranquil escape for nature lovers.
With a £1m refinancing deal from The Cumberland, the couple completed a £750,000 redevelopment, adding hot tubs, private gardens to five rooms, and upgrading guest facilities.
Set within 2.5 acres of serene woodland, Grange Manor features rooms named after the 53 bird species identified on its grounds, such as Goldcrest and Tawny Owl.
The funding also supported new staff accommodation and additional garden rooms.
Margaret praised The Cumberland’s for putting people first, emphasising the value of their long-term relationship with Commercial Relationship Manager Andy Gibson.
Andy Gibson at The Cumberland Building Society said: “Margaret and Jonathan are incredibly well-respected within the hospitality industry in Cumbria and so we were delighted to be able to support them on their latest venture at Grange Manor.
Market Cross Guest House – Belford, Northumberland.
A five-star guest house in Northumberland celebrated a string of prestigious awards, including the AA Guest Accommodation of the Year 2023 for England and a Gold award at the North-East England Tourism Awards 2023.
Amanda and Steve White, who have owned and managed Market Cross in Belford since 2012, credited much of their success to their partnership with The Cumberland. The Cumberland supported the couple in purchasing the Georgian coaching house and has been instrumental in helping them navigate challenges like the pandemic.
Amanda said: “Since we began our journey at Market Cross, The Cumberland has been hugely supportive throughout, especially in the past few years as we have had to look at ways to pivot to maintain our standards and keep us front of mind for visitors. No matter what, they are there to provide guidance, advice, and in the case of the pandemic, helped us navigate a difficult situation with their expertise.”
Sunnyside Guest House – Keswick, Cumbria.
Amid economic challenges following the pandemic and the ongoing cost-of-living crisis, Paul and Nicola Roper, owners of Sunnyside Guest House, secured support from The Cumberland.
Located near Keswick’s bustling town centre, Sunnyside is the perfect base for visitors wanting to explore Cumbria’s stunning surroundings.
Since acquiring the property, the couple doubled turnover, increased occupancy rates to 80-85%, and achieved a 77% guest return rate. Their efforts earned them the Bed and Breakfast and Guest House of the Year award at the Cumbria Tourism Awards 2024.
The couple thanked The Cumberland for helping them overcome challenges, enabling them to create a guest-focused experience and support the local community through sourcing local produce and engaging with charities like Keswick Mountain Rescue.
Commenting on his experience with The Cumberland, Paul said: “The personal guidance was marvellous, and their knowledge of the local market was fantastic.
“The Cumberland is not a faceless company and when you need support you are able to speak to someone about it and find a way forward.”
Filey Grange – Filey Bay, Yorkshire
The Hewitt family’s hospitality legacy continued as James Hewitt took over the Filey Grange guest house in Filey Bay, North Yorkshire, with £266,500 in financial backing from The Cumberland.
This support ensured a smooth transition from his retiring parents to James and his wife, preserving the five-star Gold Award-winning guest house as both a business and a cherished family home.
Determined to expand operations beyond the traditional summer season, James positioned Filey Grange as a year-round destination.
He praised The Cumberland’s people-first approach, crediting Katherine Thomson from their Commercial team for seeing potential where others didn’t and facilitating a seamless ownership transfer with guidance from Setfords Solicitors.
Katherine Thomson, Commercial Relationship Manager at The Cumberland said: “We were thrilled to support James as he takes over the family guest house in Filey Bay.
“His passion for maintaining his family’s business combined with his commitment to delivering exceptional guest experiences aligns perfectly with our Kinder Banking values which puts people first. It’s inspiring to see his vision and hard work will contribute to local tourism in the area.”
Brooklands – Penrith, Cumbria
Sue Grundy, a former supermarket Deputy Manager, successfully transitioned into the hospitality industry after purchasing Guest House in Penrith with support from The Cumberland.
Despite initial hurdles, Sue’s commitment to exceptional service quickly earned her recognition, with her five-star B&B shortlisted for an international award in its first year.
Her boutique seven-bedroom guest house has seen a strong rise in bookings, and Sue is exploring new offerings like cycling and golf packages to enhance guest experiences.
Sue credited The Cumberland’s guidance for helping her turn her dream into a thriving business.
*Visit Britain 2024**ONS Opinions and Lifestyle Survey 2024
To find out more about how The Cumberland could help your business, please click here.