Customers were offered free cakes and drinks to celebrate the much-anticipated reopening of the English Street premises which has undergone an extensive refurbishment.
The first customer to use the new look branch was 82-year-old Ian Robson, from Harraby, who said he came into town every week to access his Cumberland account. “The new branch looks posh - very nice. It means a lot to me because I would struggle if there wasn’t a branch to come into. It’s also handy for me because it’s near my bus stop,” he said.
The ribbon was cut by Yvonne Swainson of St Barnabas Church food bank in Raffles, which is one of the groups supported by The Cumberland as part of its charitable work helping combat food poverty.
“I couldn’t believe it when I got the invite to reopen this branch, but The Cumberland has been so wonderful to us, helping ensure we can support so many families in Carlisle.
“I’ve banked with The Cumberland since 1971 when we got our first mortgage for £1,800. I think this new branch is wonderful,” she said.
Claire Deekes, The Cumberland’s chief customer officer, called it “a branch designed for our customers and built for the future.”
It boasts a host of features designed to make banking more straightforward for customers and includes step-free access to a welcoming open-plan central banking space. Customers will be greeted by Cumberland team members who will help them with banking queries and transactions.
The branch also features Cumbria themed designs and the use of local materials such as Lazonby sandstone and environmentally friendly features like solar panels. A highlight is a stained-glass window inspired by the Lake District and created by Brampton artist Alex Haynes.
Customer Shirley Thomson popped into the branch with her one-year-old daughter and described it as 'beautiful’. “It looks amazing - I love all the plants and it feels so welcoming. I use The Cumberland all the time for my savings and it’s so much better to be able to do it face to face,” she said.
Derrick Bates, 72, was a fan of the new look too. “It has a very relaxing atmosphere - very contemporary. I like the video screens with the local views on. We have got a beautiful city to show off,” he said.
Claire Deekes was delighted with the customer reaction to the reopening. “This has been a significant investment that will allow us to continue to support our members in the heart of Carlisle.
“There is more space, and the same friendly faces delivering our award-winning customer service.
“We’ve made every effort to create a branch that welcomes all of our customers – from those wishing to pop in, do their banking and head back out, to the customers that like to see us as a part of their weekly routine.”
The English Street branch, which is located in one of Carlisle’s most prominent city centre buildings, first opened 36 years ago.
The revamp had been due to take place in 2020 but was delayed by the Covid-19 pandemic. The Cumberland carried out research with customers which found that although digital banking was increasingly popular for day to day transactions, many people still valued and often preferred the personal contact they had in branches where they could get help with important financial decisions.
There are plans for other refurbishments and branch refreshes based on the English Street blueprint.