Dear Reverend Bickersteth,

Thank you for your letter dated 17th October regarding the relocation of Denton Holme branch (and the enclosed petition), which I have received today.

The decision to relocate our branch services has not been an easy one. We reviewed how the relocation of services would impact our members, particularly those who are vulnerable. We notified our customers of the decision to relocate our services on 19th July and adopted a tailored approach for members we identified as needing additional support. This helped us to ensure the communication we issued was received, understood, and extra assistance could be given where required.

I appreciate that there is a strong sense of feeling surrounding the decision and I thank you for raising your concerns on behalf of your parishioners and community members. Like yourself we are truly committed to the region and have plans for further branch refreshes based on the English Street blueprint.

I have also personally spoken with Julie Minns MP for Carlisle surrounding the concerns for the impact of the relocation of the branch services. After careful consideration, we will provide an information only service (not cash/transactions), operating from Denton Holme branch for a further week; 11th – 15th November (standard operating hours). This additional time will provide extra transitional support for our members.

The relocation of services to our flagship branch at English Street ensures customers will still have access to our award-winning customer service and banking facilities in the centre of Carlisle. At our new flagship branch, customers can expect to experience our branch of the future which has been refurbished to a high standard. Customers will benefit from more space and there’s step-free access for customers who require more support.

Our English Street branch is now open and within 0.5 miles of Denton Holme branch which is a moderate walk but is serviced by a regular bus route. There is also parking available for blue badge holders. Our colleagues would be delighted to welcome our customers from Denton Holme to introduce them to the branch to help with the transition. 

Again I would like to take the opportunity to thank you for raising the concerns and for your commitment to our community.

Yours sincerely,

Des

Des Moore

Chief Executive Officer