There’s a real buzz at the Newcastle Building Society Monument branch.
Since we opened our doors this summer, we’ve welcomed thousands of people into our new home in the heart of the city.
We transformed the historic location on the corner of Grainger Street, bringing a 200-year old building back to life.
Now, with so many faces – old and new – Monument is full of energy.
Edwina Gibson
"I’ve been a customer for over ten years, and it was my first time visiting the new Monument branch. Having used the old branch in the city, I really like how light and airy Monument is. I popped in to have a chat about my ISA as it’s up for renewal. I like being able to talk it through in person and being able to see things in black and white in my passbook."
Speaking to someone still matters
You can feel the buzz and energy in Monument. We saw customers stop by for all sorts of reasons - to withdraw cash for their Christmas shopping, sort out their savings, or simply have a friendly chat with someone they know.
Even with online and mobile banking, most people still like to pop into a branch.
Our latest research found that 61% of people trust their branch as the place to go for a chat about their money.
Jakki Sanderson
"I’ve been a customer of Newcastle Building Society for over 10 years. My local branch used to be West Denton, but after moving to the other side of the city it’s now Monument. I recently popped in to get an update on my savings. I could do it online, but I prefer coming in person and having a proper chat with one of the advisers."
Right in the heart of the city
You can find us beside the iconic Grey's Monument in Newcastle. We’re easy to get to. There are lots of nearby bus stops and the Metro right on our doorstep.
Mrs Maddison, from Whickham, has been a Member since the 1970s. She now uses our Whickham and Monument branches to manage her savings and pension, and get financial advice.
Mrs Maddison
"At both the Whickham and Monument branches you receive a really personal service, the branch staff know who you are and when you’re going to come. I still come into town quite a lot and previously used your Northumberland Street branch, but Monument is even more convenient for me. Where I live in Whickham we used to have a Barclays and a Lloyds but both closed within a month of each other. To access a bank I would need to go to Blaydon but I don’t drive anymore, so it would mean getting on two buses to get to."
Our customers often tell us they like to choose whether to manage their money online or in person. The top two reasons for visiting a branch include getting face-to-face help (22%) and trusting someone more in-person (21%).
Dale Barclay, our Head of City Centre Impact, said: "Monument is more than a branch. It’s a place for our customers and community to pop in and have a chat with people they know and trust. It’s been buzzing since we opened our doors earlier in the summer.
"Our research clearly shows trust in branches remains strong amongst consumers, but with widespread closures, access to in-person services is rapidly decreasing. Our members come into branch for a variety of reasons, and some are more than capable managing themselves online, but they value the reassurance of being able to come and speak to a member of the team."
Here for our communities
According to Which? more than 6,600 bank and building society branches have closed across the UK in the last 10 years. Our investment into our Monument branch is just the latest example of how we're bucking the trend. We're continuing to offer face-to-face financial services in Newcastle and beyond.
Monument is our biggest-ever investment in a branch and a huge commitment to our home city.
The branch is on the ground floor. Here you can get help with your savings, mortgage, or access financial advice.
We have a team of 20+ colleagues on hand from 8:30am to 5:30pm every weekday and 9am to 1pm on Saturdays.
Downstairs we have a free-to-use community room, which is open to charities and community groups.
We also have plenty of space for appointments, interviews, or events across our top three floors, and these can be used by local businesses, charities, and community groups.
