It describes the new-look branch in English Street – due to open on October 14 – as its “branch of our future” with a host of features to make banking more straight forward for customers whilst also protecting the environment.
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.”
Customers entering 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 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 magnificent 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 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.
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 high-standard refurbished branch means the Society will relocate the nearby branches in Fisher Street on October 11 and Denton Holme on November 8 into the flagship English Street location. 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.
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. We’re looking forward to welcoming customers and the community to our new flagship branch from Monday 14th October.”